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Still being charged after cancelling contract


Userlevel 1

I cancelled my contract on 25/06/20 and have been charged twice since then once on the 9/07/20 and again on 22/07/20 and am unsure to why

 

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Best answer by Ryan 27 July 2020, 12:08

Hi @DrewG,

We’re sorry to hear about that! When you cancelled your contract, which method did you use to do this?

If you have simply requested a cancellation rather than porting out then we require 30-days notice. This means that any bills due within the 30-days following on from your request will need to be paid in full, and a final bill will also need to be paid following on from the 30-day notice ending.

Ryan

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Userlevel 6
Badge +9

Hi @DrewG,

We’re sorry to hear about that! When you cancelled your contract, which method did you use to do this?

If you have simply requested a cancellation rather than porting out then we require 30-days notice. This means that any bills due within the 30-days following on from your request will need to be paid in full, and a final bill will also need to be paid following on from the 30-day notice ending.

Ryan

Userlevel 1

I used the code that allowed me to keep the same number when I swapped provider

 

Userlevel 6
Badge +9

Hi @DrewG,

I see! Did your number fully port over to your new provider correctly and have you been using it?

Ryan

Userlevel 1

Yeah it worked perfectly and have been using this phone for almost a month now

 

Userlevel 6
Badge +9

Hi @DrewG,

Thank you for getting back in touch. We will have a member of our support team message you right away so we can check this out.

Ryan

Good morning

I am having the same issue as the customer above. I cancelled my contract with in good time, in the account app and the information stated that the amount I had to pay was £0:00. I had  just paid a direct debit so I knew my account was up to date. 

I now have £26.50 to pay. 

 

When I try to look through the history of my account, to see confirmation of cancellation message, I get a note that says 'there is  no valid content to display.' 

 

Please can somebody contact me to explain what is happening.

 

Kind regards

 

Userlevel 1

They still haven’t helped me mate so don’t get your hopes up

DrewG

 

I have sent an email of complaint, ID mobile states that they will respond within 7-days.

If I have not had a response after 7 days, I will be reporting them to the Ombudsman. 

Not sure if you have gone down that route yet?

 

Userlevel 1

I got a private message from someone and they’re trying to say my details for my account are wrong however I’m logged into the account reading them off the details section so not sure what’s going on there

Userlevel 6
Badge +8

Hi there @7mlj, so that we can look into your billing query, we’ll need to take some details firstly via PM.

So please check your private messages shortly and we’ll follow this up there.

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@DrewG, if you have changed address or something and we don’t have that, then you may need to let us know that too.  If someone has sent you follow up questions to answer to confirm you’re the account holder then just reply there and we’ll get back to you as soon as we can there.

I have had the exact same issue as the first customer (@drewg) in this thread and now I have a credit company chasing me for money I never knew I owed. How many times do I have to contact this company to double and triple check I have left and no longer owe money? I am so glad I left, I just wish you weren’t attacking my credit rating at the same time! I’ve lost 100 points over this on Experian.

Userlevel 6
Badge +9

Hi @DebMorgan94,

We are sorry to hear about this situation. We would only ever produce a bill if one is owed so your contract may not have been cancelled as expected. We will send you a PM now so we can offer further support, and you can obtain real-time support by contacting our Live Chat Team here.

Ryan

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