£0.01 payment taken from account but upgrade not gone through.

Question

Hi, I am trying to process an upgrade and it has taken me to the £0.01 transaction and after saying the payment has been accepted I am being redirected back to your page and am then informed it has not gone through- yet the money is going out of my account. This has happened multiple times, which I don’t mind as it’s only a few pennies! I just can’t complete the transaction/upgrade! It’s the same card and account which I have been using for the past two years also so don’t quite understand why it’s not working?
Obviously as the transaction has gone out of my account multiple times I don’t want that to be multiple checks against my account and effect my score? Yet also I don’t want this to then go forward to having multiple contracts as I only want the one.
If someone could let me know that would be great!

Mohsin · Answer

Hi @ElhayWe are sorry to hear this. Please contact our ‘Upgrade’s Team’ on our Live Chat | iD Mobile Network function where someone will be able to assist you. Our team will proceed by verifying your details and the details of our competitor’s deal you’d like us to compare. You can chat to the upgrades team here - when in a chat, tell our virtual assistant that you would like to upgrade, you’ll then be directed to our ‘Upgrades Team’.I have tested the Live Chat app and can confirm I was able to get through to an advisor. Once you entered your name, mobile number, and reason for the chat, you will be transferred to the iD chatbot, at this point just type in the word ‘Agent’ or ‘Human’ and you will get put through to an advisor who can assist you.Please note that the live chat ‘Upgrade Team’ are only available between 9am - 8pm Monday to Friday, and 9am - 6pm Saturday, Sunday and bank holidays.-Mohsin

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