Since I cannot email the Complaints Department I thought I’d post it here :
I received the monthly ID newsletter on the 6th February, which had a link for exclusive pay monthly deals for existing customers (which it transpires are actually available to anyone). I followed the link and chose SIM deals. I saw that I could upgrade from 6gb/month to 8gb/month for the same price, so clicked on 'Choose this plan'.
I followed the process through to completion. Since I had upgraded in the past I was not surprised that a new SIM was being sent. However, on the 7th February I received an email with the subject 'Welcome to iD. Let's get started' and this caused me to dig deeper. Amongst other things that rang alarm bells it suggested I would get a new phone number.
I used the online chat to try and find out what was happening, and it transpired that rather than an upgrade, a new (second) account had been set up. It took me quite a long time to get the agent to understand what had happened. He had no clue how it had happened. However he did managed to apply the upgrade to my existing number. He then transferred me to anther team to cancel the new contract that I didn't want or even knew I had requested.
This agent was also slow to catch on although he did actually managed to do what I needed. Hopefully I won't have to contact ID again with regard to this issue.
This whole process took at least 30 minutes of my time. If I had been able to speak to an agent who was fully trained I am sure it would have taken no more than 5 minutes. I understand how using web chat is cost effective for companies, but it only works if the agents are fully competent and understand quickly what the customer's problem is.
It would also be helpful if the team that create the emails and links through to the website actually tested it properly before release.
If someone at ID actually reads this, please pass my comments on to whoever can make a difference.
Thank you!
