Good evening.
The last few days have seen an inability for iD customers to use their online accounts. This has affected usage via the web but also the “new” app.
Whilst everyone has been impacted, this unplanned outage seems to have hit new customers hardest. But the fallout has also been hurting existing customers and in various ways.
I consider myself lucky. Just before the outage kicked-in, I was able to action an upgrade, not that I can log-in to check specifics or see details. Thankfully iD’s emails have been flowing at least.
This Community forum has seen iD staff or associates doing a great - albeit difficult - job as always. But where are formal comms? Relying on Webchat support is “okay” but seemingly doesn’t always work.
Anyone else feel this is a Change Management nightmare? Bad comms? No urgency? The sense of being cut off? And WHO is really listening?
I generally enjoy being an iD customer but what I’ve seen and heard in recent days is painful. I recall that years ago the ‘ombudsman’ was a good route to follow for a number of reasons...
