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Complaint - Proof of usage document

N
New
 Contributor

I've been asking customer services on live chat all week for a proof of usage document that never arrives, so I can make an insurance claim. This should be a fairly standard thing, but judging by other posts on here, it's almost impossible to get hold of!! I just need my document, how do I get it without going through live chat again??

    4 replies

    MZone
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    • MZone
    • Platinum 
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    • 1218 replies
    • May 8, 2025

    I have raised this with a moderator they will be in touch. Can’t you just access your online bills?

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    N
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    • N64play
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    • 2 replies
    • May 8, 2025
    MZone wrote:

    I have raised this with a moderator they will be in touch. Can’t you just access your online bills?

    No, they specifically say a bill isn't proof of usage. The document needs to show the model of phone, IMEI number, date of first, and last usage of the SIM card. Standard across the industry I'm told. With Vodafone you can request it on their website, for example 

    MZone
    1 person likes this
    • MZone
      MZone
    MZone
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    • MZone
    • Platinum 
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    • 1218 replies
    • May 8, 2025
    N64play wrote:
    MZone wrote:

    I have raised this with a moderator they will be in touch. Can’t you just access your online bills?

    No, they specifically say a bill isn't proof of usage. The document needs to show the model of phone, IMEI number, date of first, and last usage of the SIM card. Standard across the industry I'm told. With Vodafone you can request it on their website, for example 

    Thanks for that. Someone from the iD team will be in touch with you soon. 

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Tom B
    iD Mobile Employee
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    • Tom B
    • iD Mobile Employee
    • 8434 replies
    • May 9, 2025

    Hi ​@N64play 

     

    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  

     

    We’ll see you there. 

     

    Tom

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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