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struggling go cancel

S
New
 Contributor

Hi,

I am on a rolling plan - I am currently travelling and have been trying to cancel my plan .. with no success. 

ID mobile make it extremely tedious. Every time I click to cancel my plan it blocks me … if I try and communicate on web chat it blocks me. So I have no way of contacting ID directly .

i ended up cancelling the direct debit the other day as I had no other option as I’ve been paying for this for 2 months when I haven’t wanted or needed the number! I’ve now had an email from ID saying to cancel my direct debit could impact my credit score !! Which is ridiculous it’s a rolling contract and I can’t contact them! 
 

help please - how do I cancel my plan and stop any impact to credit score 

Best answer by andewhite

Sleanne1 wrote:

Hi,

I am on a rolling plan - I am currently travelling and have been trying to cancel my plan .. with no success. 

...

help please - how do I cancel my plan and stop any impact to credit score 
 

These community articles might help, ​@Sleanne1. 

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    6 replies

    Geluk
    Silver Contributor
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    • Geluk
    • Silver Contributor
    • 425 replies
    • February 7, 2025

    Try CHAT.

    https://www.idmobile.co.uk/live-chat

    Geluk
    andewhite
    1 person likes this
    • andewhite
      andewhite
    andewhite
    Platinum 
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    • andewhite
    • Platinum 
Contributor
    • 12068 replies
    • Answer
    • February 7, 2025
    Sleanne1 wrote:

    Hi,

    I am on a rolling plan - I am currently travelling and have been trying to cancel my plan .. with no success. 

    ...

    help please - how do I cancel my plan and stop any impact to credit score 
     

    These community articles might help, ​@Sleanne1. 

    Forum member (non-iD)
    N
    iD Mobile Employee
    Forum|alt.badge.img+17
    • Natalie W
    • iD Mobile Employee
    • 1888 replies
    • February 11, 2025

    Hi ​@Sleanne1 

     

    Thank you for getting in touch.

    We are very sorry for any issues or delays you have experienced when attempting to cancel your plan. 

    Have you been able to get the disconnection booked in? 

    If not, please let us know and we will be able to help. 

     

    Thanks, 

     

    Nat 

    S
    New
 Contributor
    • Sleanne1
    • Author
    • New
 Contributor
    • 2 replies
    • February 24, 2025

    Hi,

     

    Thanks for the chat link - I tried previously with no success but this time it did let me get on the chat but only to tell me the team is closed! I’m on an 11 hour time difference to the UK and every other time I tried from my account it would block.

    @Natalie I haven’t been able to do anything because I can’t contact you … every time I click to cancel my plan which has now been 3 months since I first tried it blocks me from doing so .. now your sending me threatening letters saying your going to pass my £10 debt (debt for what I am rolling contract and tried to cancel multiple times since the end of November!!!) to debt collectors … I’m not in the UK - my mum opened the letter yesterday … which said I had 7 days to pay from letter being sent .. but the letter was dated the 12th and arrived on the 21st .. ridiculous.

    how can I sort this out? 
    here is the screen I get every time I tried to cancel … but every other page works .. so YOU are making it impossible for customers to leave ! 

     

    N
    iD Mobile Employee
    Forum|alt.badge.img+17
    • Natalie W
    • iD Mobile Employee
    • 1888 replies
    • February 24, 2025

    Thank you for your reply ​@Sleanne1 

     

    We will need to take a look in to this from our side so I am going to pop you over a private message to take some details. 

    Please check your inbox and let us know if you have any issues accessing the message. 

     

    Thanks, 

     

    Nat 

    S
    New
 Contributor
    • Sleanne1
    • Author
    • New
 Contributor
    • 2 replies
    • March 4, 2025

    Still not resolved. 
    Terrible service.

    asked to raise a complaint regarding the situation and because I shouldn’t be charged a 30 day notice period because I have tried giving notice since end of November .. and have proof you stopped me from cancelling.

    now today I get an email from a debt collector threatening to put a default on my account - why would you refer someone to a debt collector when the customer has requested an investigation and complaint to review whether the payment is due.

    how is this an effective business strategy - it’s £10, surely cost more sending me a letter, referring to a debit collector - and offering an awful & unhelpful service. You’ve not told me how long a complaint takes or what will happen next just sent a complaint reference and then next I have a debt collector email.

     

    this is not about £10 or £40-£50 it now is since I first tried to cancel and you’ve had or trying to get out of me it’s the principle, it’s the lack of customer service, the lack of accountability that you made an error and your website doesn’t work. And I will take this to the ombudsman if I get a default over this! 
     

    Threatening to ruin people credit scores because your website didn’t work. VILE company 

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