stolen phone

Sorry, I should’ve made it clearer - it only gets looked at when the staff are on-shift and then they may have umpteen to go through. Then add to that the replies they make too. On average I’d say it should be posted up tomorrow or worse case (so far) it took 3 day before it was released.

I have to agree with you - from what I’ve seen the 6 days time frame seems to be used a lot. Now whether it is normally 6 days and due to many others (not knowing or wanted to post in these forums) having the same issues has increased their workload is an unknown - what I can say with some confidence is that if we posted cash out to iD to pay our phone bill and DPD nicked the money iD would soon be on our case

Hello ​@RK3 

Thank you for getting back to us. 

We just wanted to reach out and see if you have forwarded the images to the team running the investigation?

Unfortunately, if DPD do not accept liability for the missing handset, it would mean the case becomes a civil matter between yourself and DPD. 

Thanks, 

Nat 

Hi Natalie,

After speaking on the phone with your colleague i was told to forward the photos to ‘ documents’ email. Which i did straight away.

Now a few days later i get the below response.

This is ridiculous- every time i have tried to contact you - there has been a delay! 

Other potential customers need to be made aware how bad this service has been.

Over a month and a simple process of getting dpp to investigate the theft cannot be processed!!

Maybe these guys have not even blocked the phone - thats why the theives are targeting id mobile.. absolutely useless

Thank you for your recent email. 

I'm sorry to learn about the issue at hand. 

Please be informed that I have located your account; however, the information provided does not meet our security requirements, as some of the details were either incorrect or incomplete. 

Due to data protection, we require the following information to be included in your response: 

- iD PIN (if known). 
- Your full name and surname. 
- Full Billing Address and Postcode. 
- Your Full Date of Birth. 
- The bank that your iD Direct Debit is set up with. 

Acceptable forms,  include a passport, driving license, birth certificate or a utility bill dated within the past 3 months, with both showing the correct address. Please make sure any file you send is under 5mb in size and that any documents do not have different addresses. 

This is needed so we can comply with the Data Protection Act 2018, which is in place to stop others from accessing the account without permission. 

For any further questions please feel free to reply to this email and we will gladly assist. 

Kind Regards,   

Meghan Moses 
iD Customer Services

The email notification only came through for this yesterday - been busy looking at other providers networks so had to step away. Back now though, and sorry for the delay.

I have to agree - if it can be tracked then IMHO it should be tracked. Then if it turns out a DPD driver is using it then AFAIC the case is closed. However this theft could be part of a wider theft racket and it could well already be in China.

We’re all different and do things how we want to do them. But I’m with your friend on this. For 20+ years I’ve only ever bought a phone that I’ve physically inspected and that meant going into a store. That way I know exactly what is in the box and more to the point I picked it up so no courier can nick it.

But as I’ve mentioned many times on these forums - I would hope at some point in the near future iDM implement a better delivery system - they email us the IMEI for the phone - we open the packaging in front of the driver - if the IMEI matches (it only take a few taps (or using the dialler option) to open up the menu where the IMEi is displayed) -  only then when the IMEI is verifed should it be marked as delivered.

I’m not sure why they can find the account but can’t get passed the security.

However I’d say the bit I copied above is the customer service pin. If you can’t see where this is - it should be on an email from iD or it can be found hidden in the app. Let me know if you need to find this and can’t.

I replied to the email straight away...now the wait again…. waiting game we play and they keep charging you for a service you have not used!

Whole month gone by now. With these idiots or other similar online scammers is there an option where you can pick up the phone up from Store?

Because cannot trust these guys anymore

Hi Sophie,

I assume the small claims court  case was against ID mobile and not dpd.

I am in the same situation- i still have the dpd package which is tampered with - dpd tape used to reseal