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outstanding bill for services I've not used


I don't think it's fair that your continuing to charge me after you disconnected my line and sold the debt to a third party. Have been unable to use the phone and I explained my situation to you guys. With Covid and financial stress in the country, charging me for a service I didn't use is unfair.  I don't think I should be charge and please cancel the bill..I still have the outstanding balance to pay which I'm still struggling with. 

Best answer by Mohammed

Junior101 wrote:

This is so unfair. Payment plan that will continue to increase each month which brings about a cycle. You guys gotta do better than this please. Things are hard in the country. Job losses and my redundancy is being delayed again

 

Hello @Junior101,

If the account is disconnected then (if you’re in contract, a termination fee will be applied to any outstanding balance) no more balance will be added.

You’ll be able to set-up a payment plan with the Debt Collection Agency if you cannot afford to pay this in one go.

We’ve sent you a PM so we can raise a complaint and check the account to confirm exactly what the status of this is, however, it’s unlikely to change our response.

 

Junior101 wrote:

Why should they continue to charge me instead of putting a freeze on the account. You guys know things are happening and it's like your taking advantage of the situation. 

 

Did you contact us to notify us you were unable to pay bills? If so, then a 90-day collections hold would have been applied.

EDIT: Upon checking this I can see you were already in contact with us via PM as confirmed here: https://community.idmobile.co.uk/bills-allowances-charges-21/have-recently-lost-my-job-37503

Please reply to the PM directly to pick this up.

Mohammed

 

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4 replies

Mohammed
iD Mobile Employee
  • iD Mobile Employee
  • 7962 replies
  • October 13, 2020

Hello @Junior101,

Thanks for contacting us here.

Our service for contracts are charged monhtly, not by usage. 

So if this was not required, you would need to submit a 30-day disconnection to cancel services.

If you’re still in contract term, then a term fee may be applicable for the time left on the contract.

 

During Covid-19, we understood that financial difficulties did arise, so we offered a hold on collections for up to 90-days so you could pay the balance in installments or at a later date. We never offered an immediate clear of the balance though.

So the charges incurred are all correct, regardless of usage. We just would not have suspended the line of a bill was missed etc.

 

If the balance was not paid after any collections hold and continued to remain unpaid, we’d disconnect the services for non-payment and the balance passed to a Debt Collection Agency.

You can speak to them directly to set-up a payment plan and they will work out with you what you can afford to pay.

 

Mohammed


  • Author
  • Community Member
  • 0 replies
  • October 13, 2020

This is still unfair and I need to raise a Complaint about this. Why should they continue to charge me instead of putting a freeze on the account. You guys know things are happening and it's like your taking advantage of the situation. 

I'm already owning and your adding more to it..I should set up a payment plan that would take months whilst you will be adding to it each month.. please put a freeze on my account 


  • Author
  • Community Member
  • 0 replies
  • October 13, 2020

This is so unfair. Payment plan that will continue to increase each month which brings about a cycle. You guys gotta do better than this please. Things are hard in the country. Job losses and my redundancy is being delayed again


Mohammed
iD Mobile Employee
  • iD Mobile Employee
  • 7962 replies
  • Answer
  • October 15, 2020
Junior101 wrote:

This is so unfair. Payment plan that will continue to increase each month which brings about a cycle. You guys gotta do better than this please. Things are hard in the country. Job losses and my redundancy is being delayed again

 

Hello @Junior101,

If the account is disconnected then (if you’re in contract, a termination fee will be applied to any outstanding balance) no more balance will be added.

You’ll be able to set-up a payment plan with the Debt Collection Agency if you cannot afford to pay this in one go.

We’ve sent you a PM so we can raise a complaint and check the account to confirm exactly what the status of this is, however, it’s unlikely to change our response.

 

Junior101 wrote:

Why should they continue to charge me instead of putting a freeze on the account. You guys know things are happening and it's like your taking advantage of the situation. 

 

Did you contact us to notify us you were unable to pay bills? If so, then a 90-day collections hold would have been applied.

EDIT: Upon checking this I can see you were already in contact with us via PM as confirmed here: https://community.idmobile.co.uk/bills-allowances-charges-21/have-recently-lost-my-job-37503

Please reply to the PM directly to pick this up.

Mohammed

 


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