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Question

Asking for personal information via email

  • July 21, 2025
  • 5 replies
  • 148 views

I've had a complaint that's been ongoing for over a month. 

I finally got a call from the complaints department, but they had to pass it on to tech support. I got a call from tech support asking me to run an internet speed test, take a screenshot and email it to documents@idmobile.co.uk which I did. I included my name, phone number, and the reference number of my complaint. Sent from the email address registered to my account. 

I've had an email back from them asking for my customer service pin, bank details, and date of birth, and requesting 2 forms of ID… via email. 

 

This has to be a scam right? They didn't need all this to talk to me over the phone. 

5 replies

Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • July 22, 2025

Hey there ​@Rick.T, I can confirm that is a legit email address, and the details requested must be needed for the investigation from our complaints team for some reason. It’s likely they’re just taking extra precaution via email for security purposes.

 

Thanks,

Tyler


  • Author
  • Active Contributor
  • July 30, 2025

That's as maybe, but I'm not going to photograph my ID and send it to a call centre in India. 


Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • July 30, 2025

That is completely your choice ​@Rick.T, however, if our team request this to pass security, and you do choose not to, they will no longer be able to assist you.

 

Thanks,

Tyler


  • Author
  • Active Contributor
  • July 30, 2025

Not true. 

Called customer service and they were able verify my identity over the phone. No need to photograph sensitive documents and send them abroad. 


Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • July 30, 2025

Hi there ​@Rick.T, that’s fine, if you called the customer service team over the phone, then their security protocols would be different than via email. If you’re happier speaking over the phone than sending ID via email, then feel free to continue the conversation in the way you’re comfortable with.

 

Thanks,

Tyler