Customer service Nightmare !!!

Forum|Forum|4 months ago
April 27, 2026
1 reply
19 views

On live chat and being asked to upload a driving licence and photo selfie of me holding it !! what joke is this ? I have asked for a written policy with agent “Zintie” but no response

all i want to know is why 3 DDs are leaving my account

what is the point of a customer PIN if they are asking for personal information like this JUST for customer service !!!!!!!

Gemma M

iD Mobile Employee

Hi @Ronson789,

Sorry to hear you’ve had a frustrating experience on Live Chat. The reason for this is that, for certain account-specific queries (such as checking payments, direct debits, or making changes), we’re required to carry out extra identity verification to keep your account secure. Even though you already have a customer PIN, some requests involve sensitive financial information, so additional checks like ID or a selfie may be needed to make sure we’re speaking to the correct account holder. That said, I’m sorry you didn’t get a clear response at the time regarding your direct debits.

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

We'll speak to you there.

Regards,

Gemma M

The iD Mobile Social Media Team

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