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Question

ID Mobile failure to respond to Customer issue.

  • July 22, 2025
  • 3 replies
  • 282 views
B
New Contributor

I have failed to get anyone in iD Mobile to respond to the following issue with an explanation. I became an iD Mobile customer through the ‘gift card’ promotion on the MSE website. After over 4 months they are now saying that I am not due the gift card as it is declined due to being an 'upgrade transaction'  I had never heard of iD Mobile before I read about the MSE promotion. How could it possibly be an upgrade! I subsequently sent an email to their Managing Director (Rohit Vedi) with the following subject line - Formal Notice: Breach of Contract and Consumer Rights. This has failed to illicit any response from the person(s) tasked with ‘leading’ the organisation. So much for being a Customer Centric organisation. Does anyone have any other email addresses for this organisation. Their complaints website says  - that this email address is not monitored and therefore no one will read my email!!!!!

    3 replies

    Tyler C
    iD Mobile Employee
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    • Tyler C
    • iD Mobile Employee
    • July 23, 2025

    Hey there ​@BH860, we’re very sorry to hear this. Can you confirm which iD Mobile team you spoke to when they stated this was an upgrade transaction instead of a new customer offer via MSE please?

     

    Thanks,

    Tyler

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    New Contributor
    • BH860
    • Author
    • New Contributor
    • July 23, 2025

    The statement was made on an email from Giftcloud who managed this promotion on behalf of iD Mobile. I should add I sent a second email to -  complaint@idmobile.co.uk and the reply I have copied below:- 

    Automated Response from iD Mobile – Please Do Not Reply

     

    Note: This email address is not monitored and your email will not be read.

     

    To contact us, please use our Live Chat service at www.idmobile.co.uk/help-and-support and select ‘Chat to us.’ Our agents are available:

     

    Monday to Friday: 9am - 8pm

    Saturday, Sunday, and Bank Holidays: 9am - 6pm

     

    You can receive a full transcript of your Live Chat conversation at the end of the chat.

     

    Alternatively, visit the iD Community for helpful content and to post your own questions. It’s open 24/7.

     

    I find it astonishing that a complaints website is not monitored so emails to it are not read. 

    Tyler C
    iD Mobile Employee
    Forum|alt.badge.img+24
    • Tyler C
    • iD Mobile Employee
    • July 26, 2025

    Hi there ​@BH860, if you already have a complaint with us, then they’ll be working to resolve the issue with you, and will be in touch as soon as possible. If you wish to chase this, you can call rather than email, on 0800 049 2402.

     

    Thanks,

    Tyler

    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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