Dispute Roaming Charges

Hi @Mr John Pearson 

Usage of your iD Mobile plan while in a non-inclusive zone (such as Switzerland) will incur extra costs unless your bill cap is set at £0 or roaming services turned off in your iD Mobile app/website account.

If you’ve been charged extra, your bill cap is high enough to allow charges and roaming is switched on in your iD Mobile app/website account.

Tom

Which is my point entirely. Roaming was NOT switched on. It is a new phone and by default roaming is off.

I did not turn roaming on until well into France.

Who do I send an official complaint to?

Hi @Mr John Pearson 

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’. 

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview  

We’ll see you there. 

Tom

Hello,

I had the same problem, my cap is set to £75 and my roaming was off. 
 

I travelled to Brazil where my data has never been available and now I have been charged £75 but haven’t used the phone at all.

i would like to make a formal complaint.

luciana

Hello ​@Luztavares 

Thanks for getting in touch. 

We are sorry to hear you have received unexpected charges on your account. 

Can you please confirm if roaming was disabled on both your account and handset? 

Also, did you travel to any other destinations?

Nat 

No I stayed in Brazil for most time. I only had a connection flight in Rome during this period.

in brazil I didn’t have access to data or calls so I’m not sure why ID is charging me £75.

can you reply asap please?

Yes the roaming was disabled and I couldn’t access any data.  I stoped for a connection flight in Rome on my way to Brazil and back.

Thanks,

Luciana

Thank you for your reply ​@Luztavares 

To clarify, had you switched off mobile data or roaming please? 

For a quicker investigation of this issue, please consider reaching out to our team via Live Chat here. 

Thanks, 

Nat