​@Leyton -

That’s great, I’m glad to hear! No problem, and as I said to ​@Walsh.e1, I’m so sorry for the experience you’ve had to date but glad it’s now resolved. Thanks!

​@Walsh.e1 and ​@Leyton  This should not of taken so long, but at long last both of you now have your problems resolved. Enjoy your new device's

Joe

I’m also a victim of the DPD scam.  In November 2024 upgraded to a Samsung S24 & received an iPhone 16 Pro Max.

• I complained to ID Mobile who began an investigation
• I complained to DPD who directed me to ID Mobile, the customer.
• I reported the situation to Action fraud - not enough evidence to progress a case.
• I took the phone to an Apple store, who checked the IMEI No - FAKE PHONE!!!
• ID Mobile issued the deadlock letter
• I raise a case with the Ombudsmen & supplied my photo evidence
• ID Mobile supplied photo evidence from their warehouse of a Samsung S24 being dispatched
• The Ombudsman acknowledged that the DPD parcel had tampered with, but they still sided with ID Mobile.
• I appealed the Ombudsman decision on the grounds they had overlooked the consumer rights act 2015 - not valid grounds for appeal.
• FAKE IPHONE 15 | iD Mobile Community - more victims!!!
• I raised a claim through the GOV.uk small claims court for payments to date & the cost to cancel my £26.99 pm contract (£28.85 from April 25).
• ID Mobile did not reply or submit any defence
• The small claims court ordered ID Mobile to pay me £756.85 including my court fees & interest om 9/04/25.
• Today, the 29/04/25, I’m still paying the direct debit of £28.85, I’m still using my old phone and I’m still waiting to be refunded so I can cancel my contract.
• I’ve been a loyal customer of ID Mobile for 9 or 10 years.

PLEASE can you help me ​@Matthew T ?  

Hi ​@jul77e 

We will pop you a message here now so we can help you with this.

Thanks.

I have had exactly this same problem - I ordered an iPhone 16 Plus, and an iPhone 15 was delivered by DPD. I have waited more than the obligatory 6 business days for a response, but have heard nothing from Customer Service. Can you help me,  ​@Matthew T? I’m getting nowhere with the normal process, and I’m getting quite worried.

​@KayBee91 -

Looks like your order was placed on mobiles.co.uk, not idmobile.co.uk. I see in your account notes that you’ve been in contact with them. Last update was today at 11:11 and the advice was it will take another 72 hours for the resolution. You’ll have to continue contact with them:

Customer Service Team: 0330 678 0520

If you’d like to lodge a formal complaint with mobiles.co.uk, you can do so here:

https://www.mobiles.co.uk/contact-md

Oh no, I have the same issue as everyone else on here. Ordered Iphone 17 and got delivered a fake Iphone 17 Pro Max. I am now in the system but I am already guessing this will be a slow and legal process. Clearly DPD have a scam running so why do ID continue to use the service. I have always been happy with the service from ID until now, surely waiting weeks for a resolution isn't acceptable customer service? I will update on my progress as we go for others to see, hopefully i can report back something positive soon. But come on ID this is clearly a police matter as someone is comitting a crime here and it isn't me (Which was suggested by Abdulah at Currys in store Harlow, when I originally went to them when the fake Iphone Promax was delivered - Dont get me started on that one!) Keep you all posted.

So still no resolution from ID Mobile - Just keep stalling for more time. It has been over two weeks since the Fake Iphone was delivered. I have now reported this to the police as a theft of goods. I have called ID numerous times for an update on the issue and apparently they are still investigating internally. I guess this must happen a lot and they have a lot to investigate? Not sure how to speed this up as customer service refused to chase DPD, even though it is there problem. Keep you posted.

Another call and told to wait until Wednesday now so that is a total of 12 days to review my case and counting. ID MOBILE - AVOID AVOID AVOID is my advice to anyone looking for good customer service. No help what so ever, no phone delivered and resolution to the problem. I think small claims court is the only way forward now.

 Hi ​@blackaby74,

I am so sorry to hear that you received a fake phone. 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.

Regards,

Gemma M

The iD Mobile Social Media Team

That’s great you have sent me a private message, I did reply but you have still not come back to me. I guess i should be grateful as this is the only communication i have received from ID mobile without me asking for it. What i really need is a resolution or deadlock letter from you asap so i can start small claims process. I think if you read all of the stories of others this is generally where we will end up so how about just speeding up the process and let me get on with my life please? I have never in my life known such poor customers service and lack of understanding for victims that ID Mobile put in the situation by continually using DPD. You can go online and read so many reports of DPD delivering fake phones or not delivering at all, my question has to be why do you allow your customers to fall fowl to this crime repeatedly? I honestly will never trust the process with you guys again and will do my best to make sure nobody else does either, be that ID or Curry’s. I have reported this to the Police and will write to my local MP and anyone who will listen to make sure this scam is investigated properly, I am sick of people getting one over on hard working individuals. 

Another day, another email to say we are looking into this for you, no response from Gemma M on here, no phone, no help, no communication, no closer to a solution, 15 days and counting since first reporting to Curry’s in store - Yawn!