refer a friend and closed account

Hey there ​@nevernotmaybe, we’re very sorry to hear that. When you did the referafriend, did you do so via your new contract details, or your old contract details?

Thanks,

Tyler

Unfortunately I did find the answer, it was attached to the old account and there was nothing that can be done. So I have had to cancel the new order and return the phone, cancel the disconnection, and upgrade again. Upgrade worked properly this time. I have refused the delivery, do I wait until it arrives back before contacting to cancel the order?

As a side note, the chat is very buggy. The first person who had been helping me for a while got to start upgrading for me then it just vanished and reset.

I went back, but I think I got through to a different department as they couldn’t do the upgrade for me, but stayed on to confirm the upgrade had gone through after. But just as they gave me the trustpilot link and mentioned the survey that would come up the same thing happened. I feel bad I didn’t give either a rating, and can’t remember the names - I think the first person was Kyle or Luke, and the second name began with an L (staring Lial or something similar).

Hi ​@nevernotmaybe  sorry to hear it hasn’t been straightforward for you. I would advise to wait till it has been returned, this should only take a day or two.

Sorry to hear about the issues with the chat, we will get this fed back for you.

I have just got an unexpected bill, and it’s getting very annoying.

I have been waiting for the phone to get returned, the courier is still showing that it is on it’s way back nothing more. I have 30 days so it wasn’t a big worry, and I was clearly advised here that it is easier to wait for that then contact and cancel.

Except I am charged for each day still until I get it sorted.  I assume my phone has reached ID mobile that is why I got the “final bill”, but I was not able to know this from the tracking information. And what if had taken another week or two?!
 

Edit: And it’s worse, I can’t even check the bill. I have not used the service or benefited from it in any way as I never had the phone or sim. So clearly I couldn’t have registered the contract on my account to check bills, as this requires a text message confirmation!!! No information on a refund for the upfront payment, no access to bills, can’t see if the phone has been returned, no information on anything.

Also I can’t see where this information was correctly provided to do this. Part of the information required by legislation to be able to charge for any part service during the cancellation period is to make clear;

 “that, if the consumer exercises the right to cancel after having made a request in accordance with regulation 36(1), the consumer is to be liable to pay the trader reasonable costs in accordance with regulation 36(4);”. 

It only gives information that you can cancel, and a link that goes to a page that gives no other information here http://www.idmobile.co.uk/help-and-advice/returns-cancellations

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I just gave a detailed post and edited it. It then immediately vanished like it never existed . . . . . . 

Assuming it has vanished for good I will have to write it all again., delete this if it was just spammed or something (I only posted a link to a idmobile page so that would be strange).

I have received a final bill I wasn’t expected. I was advised to wait for the phone to arrive before contacting ID mobile, but it is still showing as on it’s way back from the courier. So I was waiting, as I have 30 days. It turns out that I am being charged for each day. I assume the phone had arrived at some point and that’s why it has generated a final bill, but I couldn’t have known this and wouldn’t have made such an assumption and waited if I was aware I was being charged for nothing.

I can’t even check the bill. I never had the phone, sim, or benefited/used the service at all. So how could I have possibly registered this contract with my account to then see any bills, when that process needs a text message to do it!! I can’t see the bills, the tracking information isn’t correct, I can’t find information about refunds for the upfront cost.

I also can’t find the required information I had to have been clearly given initially for the company to charge me for service during the cancellation period laid out in legislation. This should state clearly;

“that, if the consumer exercises the right to cancel after having made a request in accordance with regulation 36(1), the consumer is to be liable to pay the trader reasonable costs in accordance with regulation 36(4); “

The only information states you can cancel, and to go to the standard cancellation page for more information that does not let you know the above (I posted the link last time but my comment vanished after). 

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Hey there ​@nevernotmaybe, due to the issues raised, 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

Thanks,

Tyler