Hi ​@Paulh1970,

I apologize for not being able to obtain much information on my end; but you can obtain information by sending an email to the address provided below.

 Currys, our sister company, offers our trade-in service.  Please contact TradeUpHelp@currys.co.uk if you have any questions about our service or your trade-in. If you would want to complain about the trade-in service, you can do so by phone at 0370 111 6565 or in writing to Currys, PO Box 373, Southampton, SO30 2PP.
 Please be aware that this is Currys' phone number, and it should only be used for questions or grievances regarding this trade-in service.  Any general customer support or account inquiries about your iD Mobile purchase cannot be handled by this number.  Please find these contact details at idmobile.co.uk.

-Isa🎀

It's a shame, they don't respond to emails, so I have no chance of them responding to a written letter. I emailed two months ago and have still not heard nothing. When I call by phone I get sent to different depts, told me they've sent the trade in bag, then on the next phone call told me it wasn't even sent.

iD Mobile is responsible for the services it recommends to its customers. If the failure of the recommended trade-in service results in a financial loss for the customer, iD Mobile could be held liable. 

I called the number given today to make a complaint. asked where my trade-in bag was?. the answer I received was “ It was delivered to the store”. What store? “ Sorry sir I cannot confirm at this time which store”. I was never told which store because I was told it would be delivered to me within 10 working days. So for the fourth time of asking, I might get my trade-in bag. When I asked to complain I was asked for name, contact details etc and told the bag will arrive at my home address, then asked to fill in a customer satisfaction survey. not given the dept to complain too. Shocking, shocking service. This will be my last contract with ID I would rather pay a little more with someone else.

Hi ​@Paulh1970 ,

I'm really sorry to hear about your experience, that’s definitely not the level of service we aim to provide. We’d love the chance to make things right.
If you’d like further support, please reach out via our Socials (Facebook or Instagram), Live Chat, Community, or email us at socialqueries@idmobile.co.uk with the details of your query. Our team is ready to help.

Lamiya
iD Mobile Social Media Team

I would have liked some support from the beginning ,the responses I have had from ID are its not an ID issue its Curry's. I will go on social media to reach out to my friends to tell them of my experience.