Question

Trying to make a complaint -- complaints button is missing

  • 10 March 2023
  • 2 replies
  • 150 views
T
Rank

I was stung, without warning with a £25 roaming fee for having my phone switched on in my bag as I took a trip on a ferry. I did not use my phone.

I was told by your Twitter team there was nothing that could be done.

I want to elevate my case and make a complaint as the fee has caused me to go into my overdraft and has meant that I’ve not been able to turn on the heating this week, which is frustrating because of the snow, and dangerous for my two infant children.

I went to your complaints page to try to elevate, but the button does not exist to complain online. I have tried in three different browsers on laptop and mobile.

Please advise.

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2 replies

WelshPaul
Rank
Userlevel 8
Badge +6

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

Works for me! Failing that, pick up the phone or put pen to paper and do it the old fashioned way. 

Tom
Rank
Userlevel 7
Badge +4

Hi @twitcomb 

 

If the link above from @WelshPaul doesn’t work I’d recommend trying a different browser or device as this has also worked for me just fine.

 

You’ll also be able to call us on 0800 049 2402 and provide the below information in your voicemail:

  • Your full name
  • Your iD mobile number
  • Details of your complaint
  • What you would like us to do to put things right
  • The best number for us to call you back on
  • Please remember to press # at the end of your message

Do not leave any credit or debit card information in your message.

 

The complaints team would be in contact with you within 3-5 working days.

 

Alternatively if you’d prefer we can contact you here and raise a complaint, let us know.

 

Tom

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