​@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!

Hi ​@blackaby74, 

We’re very sorry to hear about your experience and the difficulties you’ve faced. We understand how important clear communication and timely resolution are.

I can confirm that we have responded to your private message and await your response so that we’re able to get this resolved for you as soon as possible.

-Anneline

Thanks Anneline

I have just read your response which asks for more time once again we are now at 16 days and no resolution. Asking for more time isn’t really acceptable after being told this would be resolved in 6 days. 

For anyone else in my situation this is how ID respond to you:

Thank you so much for the update I do see that this was escalated for you and you were advised to allow time for the investigation feedback.

-Hosai

I was actually told 6 days, then call back tomorrow, then call back in 48 hrs and now apparently I need to allow time. Please just be honest in your reply.

Hi ​@Leyton 

Thank you for letting us know that you have received your phone. I am glad the issue was resolved for you.

Michael Z