How is this legal under the distance purchasing rules?

Hi ​@perinok.

Thanks for your post.

I’m sorry for any frustration this has caused.

Please be advised that this is set out in our Terms and Conditions, once an add-on has been purchased and applied to an account, it is non-refundable, cannot be cancelled, and cannot be transferred.

This is because add-ons are classed as digital services that are activated immediately upon purchase.

Thanks,

Marquerita

The iD Mobile Team

Thanks, but I think it falls under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

There is nothing at the point of purchase through the app that states the buyer clearly expressly acknowledges that they would lose their cancellation right. 

Also, the service was not fully performed and therefore a full charge does not seem proportionate.

I have raised a complaint with the team, and if not will refer to the Communication Ombudsman Service.

Hi ​@perinok.

Thanks for yourpost. I’m sorry you feel this has not been handled as expected.

We do appreciate your reference to the Consumer Contracts Regulations 2013. However, please note that our add-ons are classified as digital services that are activated immediately upon purchase, and this is clearly set out in our Terms and Conditions. Once activated, the add-on is delivered in full and therefore cannot be cancelled, refunded, or transferred.

As the service is made available instantly, it is treated as fully performed upon activation, regardless of subsequent usage.

We understand you have raised a complaint, and this will be reviewed through our formal complaints process. If, after this, you remain dissatisfied, you are of course entitled to refer the matter to the relevant Ombudsman service for further independent review.

Thanks,

Marquerita

The iD Mobile Team

I am In the same situation, I added the roaming add-on to the wrong plan. I have to say that the dashboard in the app is not neat enough for making such mistakes imposible. I will raise a complaint too. I have not even left the UK and I realized my mistake literally seconds after making it. 

Hi ​@CASTRO.

Thank you for your post. I completely understand your frustration, especially given you noticed the error within seconds.

To get a complaint logged and looked into, please reach out to us via Live Chat: https://www.idmobile.co.uk/live-chat, and our team will be able to assist you from there.

Thanks for your patience.

Thanks,

Marquerita

The iD Mobile Team