I have been so unfairly treated by ID mobile. My problems stated in March I tried to cancel my account with you 1st via the phone lines but couldn’t get through to anyone due to them being closed due to Covid I then attempted the online chat which at first couldn’t get through but after repeatedly trying I did I then advised I wanted to close the account so I presumed this had been done and everything sorted. I couldn’t use the I’d app due to my son (he’s 13)losing the phone months earlier as you can probably see From the account record the phone hadn’t been in use for some months and not knowing the password. I tried to reset the password for the app but the reset link kept going to the number we hadn’t got. I then received a bill from CARS which I immediately paid then a few days later another one for a number I didn’t recognise on both times I tried the phone lines and the online chat. After no success I eventually found an email address to contact you after searching they found out the other number was 1 my mom had previously used which I had no knowledge of paying but I again paid CARS. Because I’d paid these amounts and had previously asked for the contract to be terminated I thought everything regarding this was sorted. I then noticed that there we’re missed payments on my credit file but I hadnt received nothing to say any other payments were owed apparently they went to the phone I hadn’t got this isn’t adequate why didn’t you inform me via letter or email??? I then again emailed ID mobile to be told to use the app to pay which I couldn’t because I couldn’t get access to it after lots of emails I was then emailed a telephone number to make payment on the 18th September and did so on this date. This £5 sim only has caused me so much stress since March because I could not contact anyone who could help me and sort out the problems I have faced. I have a mortgage application going through at the moment for our dream family home and with these missed payments on my file i fear it will not be authorised and this is causing my whole family considerable stress and upset. I have never missed a payment for anything and previous to this had a perfect credit score. I understand why ID mobile had to close there contact centres but ID mobile should have arranged a more effective way of customers being able to sort out issues and problems and also followed through on customer requests or at the very least contact customers effectively to let them know payments are owed. Please can you take all of the missed payments off my account and show some customer care because I feel as I have been really treated unfairly and not informed of payments owed and let this nightmare be over for us all.
Best answer by Rory
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