Hi everyone,

I’m hoping someone here (maybe staff or anyone who’s had the same issue) can help me out, because I’ve been going round in circles with this.

I originally requested my proof of usage document (with IMEI details) on 25/07 after my phone was stolen. ID Mobile did send me the document, but unfortunately it was in Word (.docx) format, and my insurance company will only accept it as a PDF.

Since then I’ve been trying to get the correct version:

• 15/08 – contacted live chat, told I’d receive it within 24 hours. Nothing arrived.
• Followed up again, then told it would take 24–48 working hours. Still nothing.
• Went back yesterday, told to wait another 24 hours and that the request was now “urgent”. Again, no document has come through.

I also have chat transcripts of all these conversations, showing the repeated delays and promises, if needed.

At this point I urgently need the PDF version to proceed with my insurance claim, but I’m getting nowhere. Has anyone else had this problem? And can someone from ID Mobile please make sure this gets sent correctly this time?

Thanks in advance.