Horrendous customer service

Hello ​@LivLilly 

Thank you for getting in touch. 

I am very sorry to hear you are experiencing an issue with your billing. 

To clarify, the information you have forwarded, was this to the complaints team?

Thanks, 

Nat 

Hi Nat,

I believe so yes. 

Hey there ​@LivLilly, are the complaints team still currently looking into your issue for you and in discussions with you regarding your complaint, to confirm?

Thanks,

Tyler

Hi Tyler,

I’m not sure as I still haven’t heard anything back yet.

Olivia

Thank you for your reply ​@LivLilly and apologies for the delay in response. 

Have you received an update from the team since your last post to us? 

If not, please let us know and we can arrange to check this from our side. 

Thanks, 

Nat 

Hi Nat, 

I have since just received an email from a different person wanting more security information and wanting to explain the query again. I gave the information and copy and pasted the full details from before, as well as a short explanation. 

Hey there ​@LivLilly, thank you for the update.

If you’ve now explained the issue further, they’ll be back in touch ASAP to assist you with this.

Thanks,

Tyler

Hi Tyler,

I received a reply but it is just the same information that they have already told me.

I’ll paste the explanation I have given in hopes someone can give me more of an answer:

I was going off of the invoices in the ID app but after actually going back through every bill I’ve paid to ID, I actually paid the remaining amount due in December 2023. However, I cannot view invoices going back further than February 2024, so it is something you will have to look into on your end, if needed. I had a Flip 4, but it started breaking quite a while before my contract ended, so I decided to pay the remaining amount and upgrade early. I got in contact with customer service via the web chat and asked how to go about doing this while also keeping my current number (XXXXXXXX831) and they said all I had to do was to pay the remaining handset and SIM contract amount, then transfer my SIM and the new contract would be activated. They said they cancelled everything. Since then, my only plan that I have been using and that appears on my account is XXXXXXXX831, with my new plan’s price. The updated price is connected to the above number. I have always been able to keep the same number and therefore did not anticipate it being an issue this time. Despite this, I have still been getting two payments per month. I did not notice this until recently as they are both in the £40 range and I did not keep track of when in the month the direct debit was set to send money from my account.

Olivia 

Hi ​@LivLilly,

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

We’ll see you there.

Kash