My wife and i went abroad for several weeks starting on the 8th of September. As soon as we left the UK we both were unable to make calls or receive calls. Luckily I had a sim card for a different network which worked as soon as it was put into either phone.
My wife's phone when she tried to makes calls went straight to this message: Your service does not allow access to this number.
The message I got on my phone: Your currently unable to make calls as you have reached your cap limit.
We are both on pay as you go sim cards, we put a £10 bundle on each phone every 30 days.
We phoned customer support many times, followed their instructions which they text to us. we were finally told we had to go to our local store, even though they knew we were in Spain. On returning to the UK we went to our local carphonewarehouse, they spent over an hour trying to fix the problems while they were on the phone with customer support. They decided we needed new sim cards. New sim cards arrived, activated and still the same problems. All this time I have been using a Giffgaff sim card to make calls and then having to pop in the ID one to just see if it worked, bear in mind I'm self employed and this is my work number. all of a sudden on the 9th November I could make and receive calls.
To date my wife still cannot make or receive calls. £30 worth of top ups and customer service and their mysteries technical department have refused to refund. I have asked for £40 refund and all they have done is put 5.01 credit on my phone, which is useless to me when I top up £10 every 30 days. I told them I wanted my money returned to my bank account. I received a text from ID stating:
We've reviewed your bill query and can confirm that there were no errors or incorrect charges.
Is this how ID treat all their customers when they make mistakes, They seem more than happy taking our money.
One call my wife made(all my calls on my work phone are automatically recorded) she was told they had fixed her fault but she had to put another bundle on as the last had just run out. we asked them to do it for us as they owed us money back for lack of service they would not. So my wife put another £10 on and guess what...Still unable to make or receive calls.
Can anyone help us get our money back from ID? Please.
Edit: We are asking for £30 refund for my wife and £40 for myself. I had no choice but to top up another sim card twice for my wife and I to be able to contact ID support.
Best answer by Gregor
Hi Stumuzz. I am not ID Mobile employee but I can advise you that the best option for you is to contact customer support via live chat here