phone blacklisted

Hi @Pjn 

Sorry to hear this, do you still require assistance with this?

Please let us know if so so we can get in touch.

We’ll be able to get in contact with you to assist here, or for a quicker service, we’d recommend using the Live Chat, Facebook or Twitter.

Tom

Hello Tom 

Many thanks ,I've used live chat and it's been useless called many times ,finally spoke to customer service through the complaints procedure ,my phone has been blacklisted by a third party Assurant general services who i have had no existing or prior dealings with ,my device for no reason has been blacklisted .not reported lost or stolen not for non payment, I am currentley taking this up with them and investigating why my IMEi number has been compromised /given to this 3rd party to block .If no resolution in the next 72 hours but I don't hold much hope , been advised it will be removed from the blacklist twice then I have no other options but to raise the issue with the ombudsman and require a full investigation as.to why this has happened .I can only surmise at this stage a data breach ,between idmobile  -mobiles.co.uk - parent company currys PLC someone has given my IMEI number out to the insurance company to block in the first place .

Hi No its not ID it's an insurance company who has blacklisted the device in error ,currentley with them and the Fos also the. information commissioners office .due to data breech somewhere .

Hi @Pjn,

Is there anything that we can assist with on our end?

Kash

All sorted now thanks ,wasn't ID,s fault at all .but very frustrating none the less thanks

Hi @Pjn 

Glad to hear you’ve got that sorted.

Tom

Hi ​@Pjn 

How did you ever get Assurant to take responsibility for this? I've spoken to them multiple times and apparently the phone is being unblacklisted and should take up to 72 hours, but 4 days on I'm still waiting. I've been back on the phone tonight but they're about as useful as a chocolate fireguard.

Cheers, 

Billy

Hi Billy it's frustrating but you need to put pressure on advising they had no right to blacklist your phone and ask them how have they got your imei in th4 first place to do this   ask.for the ombudsman contact details so you can take it up with them ..also advise how much you have paid for a phone that you have not been able to use due to them.not investigating correctly  and for how long you have been unable to use ,i take it your on a contract so calculate you loss  ..stop calling them as you have no record  of whats been said but get an email.address and put everything in righting to them .in all honestly they said the.same to me but after a few days it was taken off the blacklist and they do due to fraud have to make sure  ....good luck 

Hey Pjn, thanks for the response and the advice! Do you mind if I ask, was it their complaints you emailed or did you manage to get another email to contact them on? 

Cheers!

I had a mail from them if they have sent you a mail advising such just return mail and ask them for the ombudsman number.and contact details.as the phone is still blacklisted 72 hours after advising it would be removed and that you are claiming for non use of the phone during the time it has been blacklisted in my case it was 10 weeks and I received as a gesture of good will payment of £75.00

Ah I'm yet to actually receive an email from them so I have no kind of paper trail. I did like a bit of a stinker of a review on TrustPilot last night and they advised me to email their complains team which I've done, I'm just waiting on a response now. That's good to hear though and I'm glad you eventually got it sorted too! Thanks again for the response :)

Hi ​@Willnurse & ​@Pjn 

Are you referring to iD Mobile here or Assurant?

Tom

Assurant tom In my case ID were brilliant identifying who had blacklisted my brand new device and I could then take it up with them ..

Hi Tom, yeah I'm referring to Assurant rather than iD. I'm only resurrecting an old thread because I'm having exactly the same issue that Pjn had previously. It took a few attempts for iD to identify the handset had been blocked, but I know it's this other company I need to be dealing with now. 

Cheers

Dear iDmobile,I am writing to you to raise an issue about: MobileThe issue that I have experienced was: I have being blackmailed to stay with your network if not you lock my iPhone and you blocklisted my iPhone 18/12/2024.I make a complaint to unlock my iPhone since today my phone is just partially unlocked to your network that you didn’t get my permission to do that. You can’t force or blackmail me to stay with your network. I decide to switch to another network provider and you need to respect my choice and unlock my iPhone now.It occurred on: 2024-12-18This meant that My phone is first contact point and I uses my iPhone to work. Because I have a block phone, I am loosing every days £120 of incomes as a delivery driver. I feel disrespected and unlawful that you didn’t respect my choice of choice another network provider and being blackmailed by you increases my mental health and doubt of myself.I’d need to fully unlock my phone to all network providers because I don’t owns them and this is my phone. I am the only person who make decisions. They can’t remove that from me. I need a compensation of the lost of income and the distress that they have caused. Being blackmailed after 6 years of being a good customer. Never fails to payoff my bills. I don’t deserve this treatment.I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please look at this complaint number 434591306.chat transcript: 

Account number [REDACTED]

Hi ​@Ernestine 

My best recommendation would be to continue with the complaints team.

Tom

Hi Tom, 

thank you for your support, 

I spoke to the complaint team,  but they still can’t resolve the issue 🙏🏿🙏🏿🙏🏿  how can I escalate the complaint??

Hi ​@Ernestine,

Welcome to the Community!

Has an outcome been provided or a final response?

The Complaints Team are the highest point of contact.

I would advise contacting the team for further information regarding the final outcome of the complaint.

Kash

Hi Kash, 

this is the reply that I have received from complaint 

You will not receive a response to your email.

If you would like to contact us in relation to your ongoing complaint, please call the telephone number provided.  

Please do not reply to this email.

Hi ​@Ernestine 

Okay, did you call them?

Tom

Hii Tom, 

yeah, I spoke to Lorenzo, and I am very disappointed, upset and frustrated because he was helplessness😞😞😭😭

Please could you provide me a link or email address to contact the CEO or the manager?? I really want to escalate my complaint. 

Just checking something here as you’ve made some strong accusations regarding you being blackmailed by iD Mobile.

Was this iPhone paid off in full (over a 24 month period) or were you part way through an upgrade and with a minimum term contract and you also took out a new phone with iD?

If so and you were part way through your contract, why did you stop paying this off?

Hi, Daz, 

Yeah , I confirm again,  7 years as a customer to I’d, I didn’t bought my iPhone from ID,  for 7 years, I always have only Sim contract and I never miss any payment. But suddenly on the 18/12/2024. I decided to switch to EE and my phone is blocklisted,  as a self employed they knew that affect my daily life. How can you called this act?? 
All my Children have ID Sim,  according to this act. Trust me after their contract. I will also move to another network provider because I feel let down by the complaints team and the customer service. I received the call the day before the switch to convince me but I couldn’t imagine that because I had refused their offer. I will find my phone blocklisted the next day. 
if you have an email. I can send you some private correspondence. You will not believe it. 
 I hope you understand where I am coming from. 
Please if you can help me because I tried if I can unlock my phone by myself also with any cost but all companies confirm that just the networks provide that blocklisted my phone can unlock. 
I will very be  grateful for any help 🙏🏿