Dear iD Mobile Complaints Team,
I am writing this as a final formal complaint regarding my ongoing issue, which has not yet been resolved despite multiple attempts to contact your team both via email and the community support channels.
To summarise:
- I previously requested the removal and refund of the 15GB 12-month add-on that was accidentally purchased by my child.
- I did not authorise this purchase and have made this clear in my earlier correspondence.
- I was promised a follow-up email, which I did receive; however, the response was insufficient and merely advised me to call your sales team. I have already stated that I am currently unable to call and require all communication to be handled in writing.
- It has now been over four days since my written response, and I have not received any proper update or resolution.
This delay and lack of communication is unacceptable and falls short of the standards expected under Ofcom’s complaint-handling guidelines and the Consumer Rights Act 2015, which require fair and timely resolution of disputes.
I am therefore requesting immediate written confirmation that:
- The unauthorised add-on has been cancelled, and
- A full refund has been issued to my account.
If this issue is not resolved within three working days, I will have no choice but to escalate this matter to the Ombudsman Services: Communications and Ofcom, including copies of all correspondence as evidence of iD Mobile’s failure to properly address this complaint.
I expect a prompt written response confirming the actions taken.
