I joined iD because I wanted a cheap SIM only contract. I decided to leave iD because their 4G coverage is awful. I went online and did an online chat with an advisor, Carusha Sackanary. I informed her I would leave when the the allowance was due to for renew. I paid £13 up front for the first month. As iD take take a direct debit two weeks before the allowance renewed, I requested that she cancel the direct debit. I was paid up until 05/05/21. She talked me through how to reset network settings on my phone (as if I was an idiot) and of course, this didn't make a difference as the problem is with the network, not my phone. Around 20/02/21 I started getting texts and emails from iD saying my bill was almost due. At this point I went into my online banking and cancelled the direct debit as I knew iD had obviously failed to do this. I also went into another online chat, this time with Luzuko Foli. This one took ten minutes at the beginning of the chat "to read through my chat history". After keeping me waiting this long, he claimed that I hadn't requested to close my account. When I told him I had cancelled the direct debit with my bank and had screenshots of the conversation, he changed his tune (since then, I've discovered you can email the transcript). This took 45 minutes of my time, as the agents are obviously connected to multiple customers at the same time. He confirmed that I would be connected until 05/03/21, and I would be able to use a PAC code to port out before this date. He also said I would not be charged any more. I specifically asked him to conform this to me. "Thank you very much for the confirmation and also with that please make sure that you immediately process the Port Out before 06/03/2021" Today, 27/02/21, a week before my allowance renews, I received a text saying I had been cut off. I tried to phone out and indeed this was the case. Online chat again. This agent was especially rude. Armien. He insisted I was overdue £13. When I explained three times that I was paying by direct debit two weeks in advance, and so it was impossible for me to be overdue, he just kept copying and pasting the standard apology for the inconvenience. He couldn't get it into his head that if I have paid for two months, i.e. 8 weeks, and they have cut me off after 7, that I would expect to be reconnecting. He kept insisting that the bill was for the February month, even when I gave him the dates I had made payments on the account. He refused to see that if I was leaving the Network after two months, I would not be pying for a third month to be reconnected for a week. Eventually, he sent me my PAC but in this SMS was the threat that if I tried to use it before I paid the 'outstanding' bill, I would not be able to leave. This chat lasted 50 minutes, and obviously didn't solve my problem. I have kept my mobile number for many years, and now it feels like this useless network is holding it to ransom, They have stolen almost two hours of my time. I could've forgiven them for their useless 4G coverage- I should've been more thorough in my research before joining. However, their customer service is appalling. Instead of demanding more money from me, they should be giving me a refund for the week of service I have paid for in advance and cannot use, not to mention the time they have stolen from my life.