‘office’ ???????

sorry that was meant to say why is there no official  complaints procedure for this company

Hi ​@thompson_2009 ,

There is an official complaints procedure, and I’m sorry it wasn’t clear or easy to find. iD Mobile handles complaints online rather than through a physical office, which is why it can feel like there isn’t a formal process.

You can view the full, official complaints procedure here:
https://www.idmobile.co.uk/help-and-advice/complaints-procedure

 

In short:

Complaints are raised via Live Chat or email

They’re reviewed by the Complaints Team

You’ll usually be contacted within 48–72 hours

If unresolved after 8 weeks, or if you receive a deadlock letter, you can go to the Communications Ombudsman

Regarding the page constantly refreshing, that’s understandably annoying. This is usually caused by browser cache/cookies or an extension. Trying a different browser, clearing cache, or using an incognito window often resolves it.

Lamiya

They have a “so called” complaints team who won’t resolve your issue and won’t escalate it either.  I complained a week ago and got a call back 3 days later.  Lots more questions and then a promise of a call back the following day.  Of course never got a call back, so when I chased and asked to speak to a supervisor so I could escalate my complaint they weren’t able to do that so a promise of another call within 24 hours.  You can never speak to anyone who can actually help resolve your problem.  I have had no signal at home for a week despite their signal checker saying there is excellent service in my area.  It’s a brand new phone and my wife who is also on ID (unfortunately) can’t make or receive voice calls either.   

Hi ​@HAB,

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

We'll speak to you there.

Regards,

Gemma M

The iD Mobile Social Media Team