One of the worst customer service ever!

Hi ​@Fariba 

Sorry to hear this, when you contacted, do you mean you were given a premium number to call for help? What number was this?

Tom

I agree. Just bought my mum a new phone contract and massively regret my decision. Awful

No one to even complain to never mind solve my issue

Hi ​@Shonamarkey 

I’m sorry you feel that way, we have our complaints team to make a complaint to if you wish, however please note it will need to be the account holder contacting.

https://www.idmobile.co.uk/help-and-advice/complaints-procedure

Tom

Hello Tom

Thank you for taking the time and replying to my post and concerns that I raised.  I have now lodged an official complaint to the ID Mobile regarding the poor custome care that I recieved, causing a great deal of inconveneince that being left without a phone during the Christmas period created.  I ended my contract after only 48 hours of being with them, and returned the handset. Judging by what I have experienced, I am however not convinced that  that this is the end of the matter, and am waiting to see what else can go wrong.  

Hey there ​@Fariba, we’re very sorry to hear all this.

We hope the complaints team can help you further with your issue.

Thanks,

Tyler

My nightmare with ID Mobile continues.  What nobody in their  customer care department mentioned to me was the change in my mobile number was temporary, and after a period of time, my existing number that I had asked for would be reinstated.

I terminated with ID Mobile as I thought that they had changed my number and went back to my previous mobile provider, and as at that time my old sim card was still active, they offered me a much better deal. 

So far so good?  NO! 

After a few day on the new contract, I found that all services stopped on my phone.   

On investigation, it turned out the ID mobile got my old number back and I now needed a PAC number from them to be able to continue with my new provider. 

During this time I was unable to access internet, or make any calls to any of my contacts.  Competely stuck!  I was advised by the new provider to go back to ID Mobile to get the PAC number to reinstate my services. I managed to connect with ID Mobile via ‘live chat’ and it stated that the waiting time was 186 minutes to speak to an agent.  Absoutley Unbelievable !! 😡

I wasnt’ going to give up though and waited to eventually get connected to an agent.  I  managed to get my PAC number from ID Mobile.  

Howerver, I am now left without a phone for a period of three days, until the number tansfers across from ID Mobile  and I would hopefully be able to start using my phone.  

ID Mobile offered me £30 in compensation and the inconveniece that this matter casused me, however there is no sign of this money being sent to me, and on top of that I also have ended up owing money to ID Mobile for a service that I was unable to use. 

I really don’t think this is acceptable level of customer care.  

Does anyone know whether ID Mobile is based in the UK? If not then this explains a lot. 

Hi ​@Fariba,

Sorry to hear about all the issues you have experienced.

It sounds like the port was delayed whilst porting to us and they ported when you went back to your old provider.

You would in this case require a PAC code from us to move it back to the old provider.

In regards to the compensation did the team advised how they would process this?

If you would like we can PM you to check this out.

Kash

Hi Kash,
Thank you for getting back to me.  I now have got my PAC number. No, ID mobile has not mentioned how they are going to compensate me for £30, not only that but they are charing me £12 for leaving them. 

I should not owe anyting to ID Mobile.  I am now back with my previous provider who has offered me a much better deal.  However all this has meant that I have been left without the use of all the services on my phone, which is my lifeline for nearly a week now. If only the ID agent has informed me that my existing number had not chaged, and the new number was only temporarary, perhaps all this could have been avoided. 

Still waiting for my reimbursement of £30.00 In fact the loss incurred on my part is around £50, as I had to pay someone else to use their mobile, as my service went downb,  to call the ID mobile premium customer care to find out what was happening. 

These are the ID Mobile premium numbers that I was given by ID Mobile agents to call your custromer care department to resolve my issue of why I lost my existing number despite the fact that I quite clearly indicated that I wanted to keep my existing number. 

09071148634
09002617055 

I am hoping that the issues  I raised in my previous messages, can not only be viewed and dismissed  as mere complaint from a dissatisfied customer,  but an opporutnity for ID Mobile to improve their training of staff and customer care quality.  

I wish you a Happy New Year. 

Hi Kash

Hi Kash 
Thank you for getting back to me. 

Sorry, I tried replying but couldn’t see my previous messge getting through. 

I now have my PAC number from ID mobile, however the matter resulted in my being left without a phone for a period of a week and I have infact incurred more charges than £30, as I had to pay someone else for the use of their phone to call the following premium nubmers to resolve the matter. So in toal I incurred charge of around £50.  



Not sure how ID mobile is going to recompensate me for all the inconveniece that they have caused me. My phone is my lifeline and the result of not being able to use it for a week has been nothing short of disasterous for me. 

As I mentioned in my previous message I am hoping that the issues  I raised in my previous messages, can not only be viewed and dismissed  as mere complaint from a dissatisfied customer,  but an opporutnity for ID Mobile to improve their training of staff and customer care quality.  

I wish you a Happy New Year!

Hi ​@Fariba,

Sorry for all the issues you experienced.

Would you like us to PM you to look into this or prefer to get back in touch via Live Chat?

If a complaint is already raised the Complaints Team should be in touch with you soon.

Kash