30 day cooling off period not being honoured?

Forum|Forum|9 months ago
November 27, 2025
17 replies
299 views

Two new agreements taken out for me and my wife, ordered on 23rd November, activated on 26th. But so many issues with activating in the first instance. Looking to exit within my 30 day cooling off period but online chat is telling me I owe £148. Finally she agreed to waive the £148 (although that should even exist in the first place). She’s sent a PAC code, but it still shows the fee!

Please, can someone help me exit both mine and my wife’s contract

PS: I left a comment on an old thread with the above but wasn’t sure if that was closed and thus wouldn’t get visibility, hence the new post

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Joanna888

New Contributor

Absolutely shocking company. I’m sorry you’ve had to go through the same problems. Very frustrating.

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hardz10Author

Active Contributor

It does surprise me though in today’s day and age you can’t speak to someone properly, particularly if you’re experiencing issues. Even then, if it is all web chat based, respond correctly and appropriately. I was going around in circles the other day because the agent just wasn’t understanding what I was saying to her.

Sadly, still no reply from @Lamiya C or @Lunathi M on this particular issue. If I continue to receive notices for the £142 payment I will escalate it to the regulator and to moneysavingexpert - the latter purely for visibility so others considering IDMobile are aware of what they can expect from a customer service POV

Gordon Palmer

Active Contributor

@Joanna888 Just so you know, I also had a similar experience to yourself with “Three different chat agents cut me off when I was desperate for them to help me with my set up”.

I’ve been cut off twice, by entry level staff and even a senior!

I've had a similar situation this evening. Twice when the bot said I was being transferred to live customer support I was presented with the chat survey page. Posted on here well before 8pm. And so far no reply. Now means I won't be able to use my phone tomorrow. So won't be able to see if there's been any resolution, or contact anyone until whatever time I get home.

WelshPaul

Platinum  Contributor

Sadly, still no reply from @Lamiya C or @Lunathi M on this particular issue. If I continue to receive notices for the £142 payment I will escalate it to the regulator and to moneysavingexpert - the latter purely for visibility so others considering IDMobile are aware of what they can expect from a customer service POV

Because people keep hijacking your thread it’s being pushed to the back of the support queue.

My advice is to not cancel the direct debit; let them take the payment if they try. Otherwise, you risk a black mark on your credit file, which will be another problem to sort out.

In the meantime, I’ve escalated this with iD Mobile on your behalf and they should get back to you soon.

I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. 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

Hi @hardz10,

Requesting a PAC inside the app or via text will trigger the early termination fee, as it is a switch, not a return (which you are eligible for).

I’d recommend contacting our Live Chat team again, and ask them to waive the termination fees, as well as written confirmation this has been done.

Do not cancel the Direct Debit, you’ll likely end up being due a credit as you were billed upfront for the first 30 days, but only used the SIM for a few days.

Thanks.

iD Community Manager

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hardz10Author

Active Contributor

Thanks @WelshPaul and @Matthew T

I spoke to complaints team a few days ago and they're waiving the fees. No mention of any money owed back to me and I've already cancelled the DD.