cancel contrwct while on cooling off period

Hey there ​@Bellgar, we’re sorry to hear this, and sorry it hasn’t worked out with ourselves.

We hope the kind advice from ​@andewhite was able to help, and you have been able to sort out a return with us via one of the methods on the link above.

If not, please do let us know.

Thanks,

Tyler

Hi there 

I'm currently going through a simaler experience to you but here is what I did. 

Register your device for a return in your cooling off period via there online chat system and make sure that it is within your cooling off period. 

They will then give you a reference number to include in your package. 

Once they receive the package back at there warehouse and register it on there system.  I don't know how long this process takes tbh iv only just done this myself. Then go back on id mobile chat and confirm that the warehouse has received it. By this time your plan should revert back to the plan it was on before the upgrade.. and because you are no longer in contract via the old plan you will and should be able to cancel any current plans or contracts without charge. The reason that you would have received charges is because the system still thinks that you are currently into a contract. That's as I understand it I'm sure that someone maybe able to help on here also. Id in my opinion do not make life very simple for there customers and half the time you never get a plain English answer to questions asked half the time or they make it confusing to properly understand and leave out certain details in there answers. Hope this helps you out a bit. 

Sorry to hear you have found the returns process challenging ​@Mattwarner1981 

If you do have any further questions or concerns, please do let us know.