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live chat sales protocol

  • May 28, 2025
  • 1 reply
  • 49 views
D
Community Member

Hi,

 

I live chatted with a sales rep yesterday and bought a new SIM only plan with a new phone number. I cancelled my existing SIM only plan and phone number. The rep sent me a link via the chat to the desired new plan so I could complete my purchase. During the purchase process I inputted my direct debit bank details. It also asked to pay to pay £0.01 with my debit card to authenticate the sale. The rep asked for the order number once completed.

 

Is this legit standard practice for all sales?

 

I'm also curious to know why my new plan wasn't simply added to my existing account. Now the new number has a new, separate account number.

 

I guess my concern is a security and/or fraud issue I'm just worried about the legitimacy of the transaction as I don't remember doing this for my old plan. I believe I just ordered myself via the website.

 

What the link legitimate? I have received confirmation emails, etc... but just want reassurance.

 

Please advise. Thank you.

Best answer by Siân W

Hi ​@Darko09  it sounds like you have spoken with our live chat sales team, this is very similar to processing the order yourself, but you have the agent there with you. 

The 1p transaction is taken for security reasons, and is common place for many companies. This just verifies your details, and the 1p is returned to you.

It sounds like you have purchased a new contract rather than an upgrade, which is why a new number has been allocated and you have cancelled your old one.

I hope this answers your questions, but if you have any further concerns, please let us know.

    1 reply

    Siân W
    iD Mobile Employee
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    • Siân W
    • iD Mobile Employee
    • Answer
    • May 28, 2025

    Hi ​@Darko09  it sounds like you have spoken with our live chat sales team, this is very similar to processing the order yourself, but you have the agent there with you. 

    The 1p transaction is taken for security reasons, and is common place for many companies. This just verifies your details, and the 1p is returned to you.

    It sounds like you have purchased a new contract rather than an upgrade, which is why a new number has been allocated and you have cancelled your old one.

    I hope this answers your questions, but if you have any further concerns, please let us know.

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

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