Skip to main content
Question

Payment made but ID mobile has not received it - customer service chat can't help

S
New
 Contributor

Hi,

 

 I made a payment and usually it shows up immediately on the billing page and my account is unbarred within an hour max. This time I made the payment an hour ago, it is saying no payment has been made and customer service has confirmed that they have not received any payment. I sent them screenshots of the payment and I don’t know what to do please help. Customer service told me to make a second payment but they have not guaranteed I will get a refund for the first payment and I cannot call ID mobile or my bank as my phone has been cut off.

 

    6 replies

    MZone
    Gold Contributor
    Forum|alt.badge.img+18
    • MZone
    • Gold Contributor
    • 678 replies
    • March 18, 2025

    Once payment is made it can take 2-24 hours for the suspension to be lifted.

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    S
    New
 Contributor
    • Sofia_Lucic
    • Author
    • New
 Contributor
    • 2 replies
    • March 19, 2025

    They confirmed the payment was never received on their side and told me I had to pay again. I had no phone for the whole day and had to make a second payment for it to be lifted so I've now payed my bill twice. I want to get a refund for the first one this has caused me huge stress and inconvenience 

    MZone
    Gold Contributor
    Forum|alt.badge.img+18
    • MZone
    • Gold Contributor
    • 678 replies
    • March 19, 2025

    Probably best to resolve this issue by using the iD online Live Chat service, to speak to a customer adviser ​@Sofia_Lucic 

    The advisers work until 8pm on weekdays and 6pm on weekends - just tell the 24/7 chatbot you’d like to “talk to a person”.

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Matthew T
    iD Mobile Employee
    Forum|alt.badge.img+24
    • Matthew T
    • iD Mobile Employee
    • 1825 replies
    • March 19, 2025

    Hey ​Sofia. We had an issue with payments yesterday. This issue has been resolved by the team, and they’re currently processing the backlog. We expect the payments to process by midday today and your bar will be subsequently lifted.

    If multiple payments have been taken, you’ll need to contact us: https://www.idmobile.co.uk/live-chat

    Type ‘Speak to someone’ to connect to an agent.

    iD Community Manager
    S
    New
 Contributor
    • Sofia_Lucic
    • Author
    • New
 Contributor
    • 2 replies
    • March 19, 2025

    I ended up having to make two payments. I was unbarred after the second one but I never got my money back for the first one. I've spoken to someone and emailed you guys multiple times and I've received no help. I just want to get a refund for the extra payment I made 

    Matthew T
    iD Mobile Employee
    Forum|alt.badge.img+24
    • Matthew T
    • iD Mobile Employee
    • 1825 replies
    • March 19, 2025

    ​@Sofia_Lucic -

    I’m sorry to hear this. You’ll need to contact us: https://www.idmobile.co.uk/live-chat Type ‘Speak to someone’ to connect to an agent and they’ll process your refund.

    iD Community Manager

    Reply.


    Terms & Conditions