reference: 137037712
Ordered new iPhone 16 and new contract on 29th November. They contacted to say details weren’t correct so we had to call. We spoke to a lady that took payment and we agreed to purchase a defence offer for screen protector and case. We paid £9.99 for the case and screen protector.
We were told that everything would be delivered on the Monday. On Saturday 30th DPD sent text to say we were getting a delivery - we thought this was the phone. We waited in for DPD and they failed the delivery stating we weren’t in and took a picture of our neighbours house. They returned on 1st December and I signed for the package. In that package was ONLY the screen protector and case pack.
i contacted ID Mobile on the Monday to be told that everything had been delivered. I told them that I was very unhappy as there was no communication as to when the phone would be delivered and that I was paying for something I hadn’t received and a complaints handler offered me £20 compensation. I was told they would revert in 72 hours but when I called back they stated I had taken £20 and they had closed my case. This made no sense whatsoever as all I wanted was the phone to be delivered? I then called back on Tuesday where they said they would raise a case with DPD. After calling on Friday they stated that the request had only been presented to DPD on Thursday. When they reverted they stated that I would need to take this up as a civil matter as DPD had delivered the package (which they had but without the phone!).
I have sent the photo of the DPD package over to ID Mobile several times and have insisted that they send me the serial number or imei of the phone they believe they have sent because we haven’t received a handset at any point and after 10 emails to the complaints department that never help or respond the stress is inane as you can imagine. No one is assisting or helping me and no one can see that this may never have left the warehouse and no one is looking to give me any answers whatsoever. I am now paying £35.99 for a service only as I’ve had my old number Pac coded and I’ve had to place the sim in my old phone. This isn’t ideal and not what I took the contract out for.
why can’t you help me????
I don’t actually know what’s happening now as no one is coming back to me as they think the answer lays with DPD but this must lay with ID Mobile.
this is so unacceptable and I’m being treated like a criminal - I was serving police officer and this whole experience has been shocking. I have paid for a handset that hasn’t been delivered and no one cares. I keep getting generic emails asking how my experience is and how to set up my new phone etc - total smack in the face. I took a new contract out as I was having issues with my phone so this is not ideal at all. Customer Support just read notes and doesn’t offer solutions or HELP ME.
My husband and son are ID Mobile users and recommend this to me and I wish I’d never bothered - the stress of this is too much and no one can be bothered to listen or resolve this matter
