I am a vulnerable customer.
I have been on the phone with ID for almost 2 hours today.
The first agent gave me the complete wrong information. I was expecting a text message that never came.
So I rang them again tonight. Again sent another hour on the phone. This Agent told me I was misinformed. She also told me there were no records of my previous call to them earlier today. She told me she was just about to put in a complaint in for me and put me on hold. But then we got cut off. I immediately ring the vulnerable customer phoneline again, only to be told that they are closed for the day.
At no point was I warned of this, as a vulnerable customer.
I was in the middle of cancelling the end of my contract.
Will the agent continue to cancel the stop without me or will it now be completely cancelled tomorrow?
The aim of today was to keep my old ID number, despite getting a new phone with ID.
First I was told it was possible if I returned the new handset. I repeated it multiple times and she repeated it back to me.
On the second call I was told this was not at all possible. This is just do not understand, as I am still staying with the same provider! How can I not be able to keep my own number from the same provider. We are in 2024. It seems ridiculous that this is not even an option.
Apologies for the frustration.
