Cannot make calls and unable to view account details

Hi ​@CJDear 

I’m sorry to hear this, the details used in the iD Mobile app/website when registering must match that of the details used when purchasing and would be the details of the account holder. If those details are different to what you’re inputting into the website, you’ll encounter an error.

You may not receive a response via the documents email address, it’ll be worth getting in touch with the live chat again about this.

Tom

Thank you Tom, I have sat by my father while he has entered the details and can absolutely confirm that they are correct. There must be an error at your end but we are not told what this is. 

He tried to resolve this again with LiveChat this morning but again had no luck. So far he has received no response to his letters of complaint and no response to the emails which he sent with photos of ID (his passport and a utility bill). We had been told last week that if he sent these then the matter would be dealt with straight away. I don’t think we care whether the response comes via the documents email address or via another ID Mobile email address, we just want acknowledgement that the issue is being dealt with and has been resolved

He is now going to try to go to Curry’s tomorrow to actually speak to someone. But we don’t hold out much hope that they will be able to help. 

I find it appalling that he is unable to access details of his account, and is receiving no help in resolving this. You really do need a help number so that your customers can talk through their issues with a human being. 

​@Tom please see response above. 

Hi ​@CJDear 

I would recommend against going to Currys about this, they do not have access to the iD Mobile systems, they won’t be able to help.

If you’ve made a complaint, you’ll be able to call the complaints team on 0800 049 2402 or 0800 049 1300 for an update.

While we don’t have a phone number for general customer services, we’re contactable via Facebook, Twitter or Live Chat.

https://www.idmobile.co.uk/live-chat

https://m.me/idmobileuk

https://twitter.com/iD_Mobile_UK

Tom

Wow.

The only thing I can suggest is - do you still have access to the old phone? I know it was 3G only. If you open the app on this device does this still work? (I doubt it as the app has received several updates and one of them was the minimum iOS and Android requirements). Or possibly try uninstalling the app from that phone.

Also have you tried using the online account method rather than the app - http://my.idmobile.co.uk/ and if you try this and it still doesn’t work have you tried using a different browser?

The only other thing that may have happened is during the upgrade to a new phone a new account was created rather than upgrading the existing account. If both of the details were the same then I would guess iD might have 2 overlapping accounts - IDK

​@Daz_S Thank you for the suggestions. He was trying the online account method, although we can try another browser. He did have an old phone on the 3G network which wasn’t a Smart phone, although it had some Smart features that he didn’t use. 

​@Tom Thank you for supplying the phone numbers, he’ll give these a try. I would reiterate though that what is really needed is a help number for more complicated queries - the people on livechat are apparently not permitted to continue with the query if account details are not recognised and this is what needs to be sorted. Money is being taken from my father’s account and so it obviously exists!

No problem ​@CJDear, happy to try and help

Thanks for clarifying the phone situation.

The only other thing I can suggest is to double check his bank statements just to make sure his old account is still running or there aren’t 2 different DD amounts for iD - if it was around £6pm it would be easy to miss seeing this DD rather than one around £30 with a phone.

My reason for suggesting this is because if the same email address was used but a new account was opening from my understanding their system doesn’t like this. I’ve read of others whom left iD to return a year or so later but with the same email address and it created an account issue.

The link I posted works (or should) the same was as the app but being as its browser related this often bypasses app created issues.

Other things to look at, if your dad doesn’t just delete them, would be to go back through any iD emails to see if the account number has changed too - just another step to verify if there isn’t 2 separate accounts.

What happens if you dial 7777 on his phone and navigate some of the automated options, (no idea) but does it give you account information?

​@CJDear honestly I was happy to try and help

Thanks for updating your posts. We tend not to hear when things get sorted as the poster, well just stops posting.

You really did put some effort in to solving this mystery so well done you.

If there's anything else that crops up (hopefully not) then pop back and we'll see what flaming hoops you need to back flip through then.

Hi ​@CJDear 

Thank you for taking the time to update the thread and let us know it is sorted. 

Please do reach out if you require any further assistance. 

Thanks, 

Nat