I have 3 accounts with ID for family members and my wife’s phone was due for an upgrade so thats what we did. Or we thought we did. I followed the upgrade link from my wife’s phone accounts page online picked the new phone and waited for the new phone. The new phone turned up and I took out her sim from her old phone and put it into the new phone without any problems. Great.
That was in May or there about. But today I had to check my direct debits and I noticed I had an extra one for ID. I had four instead of three direct debits. I checked my ID phone accounts online and checked the phone numbers and account numbers because only ID account numbers appeared on my bank statements not the phone numbers. I had an extra account number. I couldn’t check this on the ID website as I didn’t have the phone number for that account. So I got in touch with ID via the online chat to find out what was going on.When I explained to the person on the other end of the chat what had happened. They said that it been processed as a new account but not an upgrade. They asked me if I knew the new number and I say no because it was an upgrade and we were using my wife’s old number and sim card. I didn’t even have a new sim. They checked the usage on the new number to confirm it hasn’t been used and it was clear. You would think there was an easy solution but no. I was told you can’t transfer phone numbers from one ID account to another ID account. I could cancel the new account but I would have to pay a cancellation fee if I wanted to keep my wife’s old number even though it was an upgrade gone wrong. So we are was stuck with the new number, but I can’t cancel the old number as we don’t have sim card for the new number as my wife wouldn’t be able to use her phone. So they are sending me a new sim card which we will have to wait for. Also I have been charged for an account I didn’t even know about because it was suppose to be an upgrade. The person on the other end of the chat tried to help be couldn’t and said they would send out a new sim card. They informed me that the problem would be passed up the ladder to see if they can merge the two accounts.
I am not happy at all. I do remember there was a few problems with the website at the time but at the minute I am out of pocket through no fault of my own. I will see what happens in the new few days and if I not happy, my three accounts with ID will be no more.
Best answer by Will
We’ll send you a Private message now so we can look into this for you, and at the very least, hurry that SIM card along.