Hi team,Honestly, this comes out of utter frustration. In July 2025, I upgraded my mobile contract with you for an iPhone 16 (my Account number: 13095201) and I was promised in the chat by your team member that my contract would allow unlimited text, minutes and data. However, for the past at least 3 months it doesn’t seem to be the case. On top of it, you limited my data access which I promptly brought to your attention last month for which your chat (human) agents apologised mentioning that my contract was not upgraded and that I would be given £20 off of my next bill. Today, when I reviewed my bill to my surprise you have taken off £20 and added £13.41 for the data usage - is this fair? I have been paying for limited data since July just because you forgot to upgrade my data to be unlimited as per the contract terms that was agreed with you and promised to me for an upgrade. And then when I bring it to you, you apologise, compensate for the loss by paying me £20 and then charge me for your mistake of not allowing me access to unlimited data again? Also, till date you have not changed my data to unlimited my latest invoice is mentioning that I only have 10 GB data! If I had to take this to your chat you keep me waiting for 20 to 30 minutes to respond, I am now forced to believe that you are not being fair to me. Or to your contract terms and sneakily overcharging me. Happy to share the transcripts and invoice statements if you want. Please fix this. Thank you.

@npuk54 Sorry to hear about your on-going problem here. I've taken the time to forward your message to the escalation team a member of IDMobile staff will contact you in due course.Joe 😉

Wrongly Charged for not upgrading my plan despite paying for it

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