Hello all,I purchased a new handset and a Pay Monthly SIM plan online through the iD Mobile website. I then returned the phone and the SIM card in-store at a Currys branch.Here are the emails I received:From Currys: One email indicated that my plan was "migrated to a Pay As You Go (PAYG) plan" and mentioned a refund of my upfront cost. From iD Mobile: A second email then confirmed a new Direct Debit had been set up for my monthly bill.I returned the item intending to fully cancel the order. I was expecting the Direct Debit to be terminated, not confirmed as active.Can anyone on the iD Mobile team or the community help explain what is happening here, or what will happen next? Is this a normal part of the process, or do I need to take further action?I have my Currys in-store receipt as proof of the return and just want to ensure no charges are pending.Thank you in advance for any insights.

Question

iD mobile/currys return enquiry

Forum|Forum|2 months ago
October 30, 2025
2 replies
62 views

Hma
Community Member

Hello all,

I purchased a new handset and a Pay Monthly SIM plan online through the iD Mobile website. I then returned the phone and the SIM card in-store at a Currys branch.

Here are the emails I received:

From Currys: One email indicated that my plan was "migrated to a Pay As You Go (PAYG) plan" and mentioned a refund of my upfront cost.
From iD Mobile: A second email then confirmed a new Direct Debit had been set up for my monthly bill.

I returned the item intending to fully cancel the order. I was expecting the Direct Debit to be terminated, not confirmed as active.

Can anyone on the iD Mobile team or the community help explain what is happening here, or what will happen next? Is this a normal part of the process, or do I need to take further action?

I have my Currys in-store receipt as proof of the return and just want to ensure no charges are pending.

Thank you in advance for any insights.

+10

Geluk
Silver Contributor
Forum|Forum|2 months ago
October 31, 2025

Rather than ask on a members forum, you need to raise via CHAT PAGE.

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

Like

I

+5

Isa M
iD Mobile Employee
Forum|Forum|2 months ago
October 31, 2025

Hi @Hma, if Currys confirmed that the account changed to a pay as you go then that could mean it was cancelled. Cancelling the contract does not man the direct debit is automatically cancelled. I would like you to please contact our live chat customer service team so they can look into your account and advise on how to proceed.

9am - 8pm Monday to Friday
9am - 6pm Saturday, Sunday, and Bank Holidays.
You can access Live Chat here: www.idmobile.co.uk/live-chat.

I do hope this is resolved soon for you.

-Isa🎀

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.