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spoke to customer service.. contract changed completely

  • October 10, 2025
  • 9 replies
  • 150 views
Malcolm Preen
Active Contributor

Earlier today, I submitted a question regarding roaming, and received a call from customer service.

After a long call (30+ minutes) things appeared to be resolved..

And then, around 7pm, after the contact number has closed, I received an email advising that some of my settings had changed…

I immediately logged in and to my horror it showed that not only had my bill cap been increased from £0 to £25, but my contract has changed completely…

I DID NOT agree to this, and I want to revert to my old contract immediately.

The customer service rep tried to encourage an upgrade to a new phone.. I refused as I want my existing deal, sim only.

Please contact me as soon as possible.

Malcolm Preen 

Best answer by WelshPaul

After struggling all morning to get through on live chat, I posted in here.. my only other post ..

I got a direct email from Irene Morgan who requested my best call back number.

I replied with my number (a little strange as surely id have my number)

I received a call almost immediately from Jason (ref CW2012).

He is supposed to be calling me this (Saturday 11) morning to resolve the problem.

It’s unfortunate that you’ve been scammed. You should never give out personal information to strangers who randomly message you. 

I don't believe this is a scam, more a customer service error.

You’re about to find out that it’s a scam. It’s not the first time someone has fallen for the Irene Morgan scam on here.

 

​@Zubeida H However, is an iD Mobile employee, you’re safe to respond to their PM.

    9 replies

    WelshPaul
    Platinum 
Contributor
    Forum|alt.badge.img+26
    • WelshPaul
    • Platinum 
Contributor
    • October 10, 2025

    Could you please tell me how you submitted your question and who you spoke with?

    I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Malcolm Preen
    Active Contributor
    • Malcolm Preen
    • Author
    • Active Contributor
    • October 11, 2025

    After struggling all morning to get through on live chat, I posted in here.. my only other post ..

    I got a direct email from Irene Morgan who requested my best call back number.

    I replied with my number (a little strange as surely id have my number)

    I received a call almost immediately from Jason (ref CW2012).

    He is supposed to be calling me this (Saturday 11) morning to resolve the problem.

    Zubeida H
    iD Mobile Employee
    Forum|alt.badge.img
    • Zubeida H
    • iD Mobile Employee
    • October 11, 2025

    Hi ​@Malcolm Preen 
    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
    I'll speak to you there.
    Thanks.

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    WelshPaul
    Platinum 
Contributor
    Forum|alt.badge.img+26
    • WelshPaul
    • Platinum 
Contributor
    • October 11, 2025

    After struggling all morning to get through on live chat, I posted in here.. my only other post ..

    I got a direct email from Irene Morgan who requested my best call back number.

    I replied with my number (a little strange as surely id have my number)

    I received a call almost immediately from Jason (ref CW2012).

    He is supposed to be calling me this (Saturday 11) morning to resolve the problem.

    It’s unfortunate that you’ve been scammed. You should never give out personal information to strangers who randomly message you. 

    I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Malcolm Preen
    Active Contributor
    • Malcolm Preen
    • Author
    • Active Contributor
    • October 11, 2025

    Hi ​@Malcolm Preen 
    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
    I'll speak to you there.
    Thanks.

    Private message replied to...

    Malcolm Preen
    Active Contributor
    • Malcolm Preen
    • Author
    • Active Contributor
    • October 11, 2025

    After struggling all morning to get through on live chat, I posted in here.. my only other post ..

    I got a direct email from Irene Morgan who requested my best call back number.

    I replied with my number (a little strange as surely id have my number)

    I received a call almost immediately from Jason (ref CW2012).

    He is supposed to be calling me this (Saturday 11) morning to resolve the problem.

    It’s unfortunate that you’ve been scammed. You should never give out personal information to strangers who randomly message you. 

    I don't believe this is a scam, more a customer service error.

    WelshPaul
    Platinum 
Contributor
    Forum|alt.badge.img+26
    • WelshPaul
    • Platinum 
Contributor
    • Answer
    • October 11, 2025

    After struggling all morning to get through on live chat, I posted in here.. my only other post ..

    I got a direct email from Irene Morgan who requested my best call back number.

    I replied with my number (a little strange as surely id have my number)

    I received a call almost immediately from Jason (ref CW2012).

    He is supposed to be calling me this (Saturday 11) morning to resolve the problem.

    It’s unfortunate that you’ve been scammed. You should never give out personal information to strangers who randomly message you. 

    I don't believe this is a scam, more a customer service error.

    You’re about to find out that it’s a scam. It’s not the first time someone has fallen for the Irene Morgan scam on here.

     

    ​@Zubeida H However, is an iD Mobile employee, you’re safe to respond to their PM.

    I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    Malcolm Preen
    Active Contributor
    • Malcolm Preen
    • Author
    • Active Contributor
    • October 11, 2025

    After struggling all morning to get through on live chat, I posted in here.. my only other post ..

    I got a direct email from Irene Morgan who requested my best call back number.

    I replied with my number (a little strange as surely id have my number)

    I received a call almost immediately from Jason (ref CW2012).

    He is supposed to be calling me this (Saturday 11) morning to resolve the problem.

    It’s unfortunate that you’ve been scammed. You should never give out personal information to strangers who randomly message you. 

    I don't believe this is a scam, more a customer service error.

    You’re about to find out that it’s a scam. It’s not the first time someone has fallen for the Irene Morgan scam on here.

     

    ​@Zubeida H However, is an iD Mobile employee, you’re safe to respond to their PM.

    Thank you... I managed to get through to live chat, and I believe that the problem will be resolved.

    It seems incredible that the support facility should allow these people in..

    I have emails and contacts, can you suggest how I can report this?

    Thanks again for the heads-up 

    WelshPaul
    Platinum 
Contributor
    Forum|alt.badge.img+26
    • WelshPaul
    • Platinum 
Contributor
    • October 11, 2025

    Allow these people in? This is a public forum, accessible to anyone with an internet connection. 

    I have no affiliation whatsoever with iD Mobile or any subsidiary companies. Comments posted are entirely of my own opinion. Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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