Your bill runs from account activation until disconnection. This is regardless of whether you ever used the service. 

ID state in initial contract that there’s a cooling off period at NO COST to the client. Therefore no bills need paying and refund should be issued immediately.

Hi ​@OLOL 

I am so sorry that you have not received your refund yet. 

Thank you ​@WelshPaul for providing ​@OLOL with the above information. As you returned the handset within the returns window, you are entitled to your full refund for the upfront cost. I can confirm that the upfront cost refund takes 3-5 working days from the date the handset was received at our warehouse. As mentioned by ​@WelshPaul, you will be charged for the number of days that the account has been active since the contract start date even if the sim card and handset was not used, according to the iD Mobile terms and conditions the services were provided, hence you will be charged.

Regards, 

Anneline

The iD Mobile Team

So what does “cooling off period entitles you to return the product, at no cost to the client” really mean? 
This sounds to me like a scam…. If one adds the fact of how difficult it is to get hold of the ID team…. 
I sent the handset at least 2 or 3 weeks ago and have received no confirmation while the account has been suspended. Once again it all seems very strange to me if not irregular. 

Did you incur a charge for returning the device? No. Additionally, the early termination fee has been waived.

If you park a car you’ve rented for a week on your drive and don’t use it you’ll still be charged. Your final bill covers the service from activation to disconnection regardless of usage. This is standard practice for all telecommunications companies.

Hi ​@OLOL ,

 

Thank you for your message. I completely understand your concerns, and I’d like to clarify.

The cooling-off period allows customers to return a product they’ve purchased within a set timeframe, at no cost, meaning you won’t be charged for the handset itself, and any early termination fees are waived. The final bill only covers the service you received between activation and disconnection, which is standard practice across all mobile providers.

Lamiya

Hi 

I’m afraid that doesn’t make sense. The bill I’ve been sent is for £16 while the monthly contract was £35…. So it’s a scandal that I’m charged anything after barely five days of having the handset. And I’d like to know when the £159 will be refunded please, and that first billed adjusted to a bare minimum to cover simply 5 days, if as you say ID is entitled to charge customers during the cooling off period. I’m still incredulous that ID would be however as I’m an existing customer and this was a second contract to which ID didn’t allow me to transfer my number to. 
 

Hi ​@OLOL ,

I understand why this feels confusing and frustrating, and I’d like to clarify this for you.

The £16 bill you’ve received is a pro-rata charge, not the full monthly £35. When a new contract is activated, charges apply from the activation date until the service is disconnected, even if the contract is cancelled within the cooling-off period. This is standard across UK networks and covers the days the service was live, rather than a full month’s charge.

Regarding the £159, this is a refundable upfront payment and will be returned once the handset return has been fully received and processed. Refunds are usually issued back to the original payment method and can take up to 14 days after processing to appear, depending on your bank.

Lamiya

Hi 

Confusing is certainly the word I’d use to describe how ID functions. And this is not an understatement and should be listened to by head office  management.

This handset was sent more than two weeks ago and the contract was deactivated 10-12 days ago. The lack of communication is abysmal and there’s no excuse for it. It’s simply running a business badly. ID should have taken the effort to email me when my refund would be issued and equally when the handset was received. There’s no explanation to this lack of consideration towards ID customers. 
To make this even more incomprehensible…. ID is now offering me the same deal as an upgrade that I’ve just returned because ID would not let me transfer my mobile number to (ID to ID!). 
This is far too stressful.