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Unknown charge to my bill while travelling, live chat can’t help?

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New
 Contributor

Hi, I don’t plan on using my mobile while travelling unless connected to wifi - I travelled to Morocco, switched my phone on and got bombarded by texts from ID mobile saying I had used 80% of my spending cap, bear in mind I have roaming off.

 

After an hour on live chat over WiFi, the agent said they can’t check what the charge is until 09/04, over a week after I return home? This is a time sensitive issue and no help is available.

  1. I  don’t know or want the charge.
  2. If I have paid for some type of international use charge then I don’t even know what I can use since no one can help until after I return home.

No email to contact anyone, I can’t use the customer phone number since I’m abroad? What’s the solution here?

    L
    Helpful
 Contributor
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    • L0rdvega
    • Helpful
 Contributor
    • March 24, 2025

    Hi there
     

    Looking at this forum post: 

    https://community.idmobile.co.uk/ask-a-question-18/using-my-phone-in-morocco-61796

     

    It displayed the charges for roaming in Morocco, By the look of it receiving the text to say that you’re using data allowance also got charged against your spend cap

    what I would suggest you do is turn off the Sim completely 

    B
    New
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    • BJS95
    • New
 Contributor
    • March 24, 2025

    Still not sure why I’ll have been charged for that, someone from ID needs to have a look

    Kash
    iD Mobile Employee
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    • Kash
    • iD Mobile Employee
    • March 24, 2025

    Hi ​@BJS95,

    If you have left your SIM on for a few moments charges can rack up quickly.

    We would only charge/register usage that has been used.

    If you still require assistance, please get back to us here.

     

    Kash

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    B
    New
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    • BJS95
    • New
 Contributor
    • March 24, 2025

    Hi ​@Kash,

    Cheers for that, the help I need (or needed) is why/what have I specifically been charged? And how do I raise a dispute?

    andewhite
    Platinum 
Contributor
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    • andewhite
    • Platinum 
Contributor
    • March 24, 2025
    BJS95 wrote:

    ...
    And how do I raise a dispute?

    https://community.idmobile.co.uk/contacting-id-183/how-do-i-make-a-complaint-48434

    This community article might help, ​@BJS95.  

    Forum member (non-iD).
    Kash
    iD Mobile Employee
    Forum|alt.badge.img+24
    • Kash
    • iD Mobile Employee
    • March 25, 2025

    Hi ​@BJS95,

    Please let us know if you would like us to PM you and we can raise a complaint here.

     

    Kash

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    B
    New
 Contributor
    • BJS95
    • New
 Contributor
    • March 26, 2025

    Hi, yes please PM me, raising a dispute via the link just takes me to the live chat (who have already said they can’t help me)

    Tyler
    iD Mobile Employee
    Forum|alt.badge.img+24
    • Tyler
    • iD Mobile Employee
    • March 28, 2025

    Hey there ​@BJS95, 

     

    We’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

     

    To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

     

    Alternatively, if you are currently logged in, you can use the following link:

     

    https://community.idmobile.co.uk/inbox/overview

     

    Thank you,

    Tyler

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    L
    New
 Contributor
    • linus7956
    • New
 Contributor
    • May 14, 2025

    I have a charge for world wide roaming on my bill but have never been outside the UK. Why?

    Tyler
    iD Mobile Employee
    Forum|alt.badge.img+24
    • Tyler
    • iD Mobile Employee
    • May 14, 2025

    Hey there ​@linus7956, sorry to hear this. Have you been next to the sea or to a beach at all recently, or been out at sea or on a ship, boat etc in the UK?

     

    Thanks,

    Tyler

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    Reply.


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