DPD lost my parcel and iD refuse to redliver | iD Mobile Community
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DPD lost my parcel and iD refuse to redliver

  • November 17, 2025
  • 11 replies
  • 99 views

I ordered a phone for next day delivery but DPD have clearly lost the phone and it has now been over two weeks.
I have contacted iD about this multiple times but the customer service seem incapable or unwilling to help. Multiple agents have told me they have asked DPD to investigate but it is unclear if they actually have since it has been two weeks and no progress has been made. Every time I speak to someone at iD they say that there is nothing they can do until DPD investigate which they were supposed to have done 10 days ago.

I understand that it was DPD who lost the phone but iD are legally responsible for ensuring I receive what I have paid for and yet they don't seem to take this seriously. Repeatedly telling me that I have to wait for DPD is not a sufficient response when nobody can tell me how long I will have to wait for. If every time I speak to an agent at iD they say they will contact DPD and I will need to wait but that they can’t provide any update on the last time they contacted DPD I don’t see when this infinite cycle will end.

11 replies

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  • iD Mobile Employee
  • November 17, 2025

Hi ​@ed_ward ,

 

I am so sorry for the trouble. If you experience any issues with your account or services, here are some helpful steps from our Help & Support Hub:

Track Your Order: You can check the latest status of your delivery in the My Account section.
Check Network Status: Use our Coverage Checker to ensure your area has good signal.
Account Management: Update details or manage your plan easily through the iD Mobile app or website.

If you would like further support, please get in touch via our Socials (Facebook or Instagram), Live Chat, Community, or email us at socialqueries@idmobile.co.uk – we would love the opportunity to put things right.


Thank you for your patience while we work to resolve this for you.


Lamiya


  • Author
  • New Contributor
  • November 17, 2025

I think this reply perfectly encapsulates the issue with iD customer service. Perfectly polite generic responses that do absolutely nothing to solve or address your problem. They just point you towards something you’ve already tried and don’t really care what happens.


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • November 17, 2025

@ed_ward -

Hi! 👋 I’m Matt the iD Community Manager. My sincere apologies for the previous reply. This was far from the answer you were looking for. I’ve escalated your case internally at Head Office now. I’ll get back to you here once I have an update. Thanks!


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • November 17, 2025

@ed_ward -

Just to follow up on this. A member of our complaints team will be contacting you tomorrow. Thanks.


  • Author
  • New Contributor
  • November 19, 2025

Just to follow up again. I have since spoken to three members of the complaints team. The last one confirmed that every previous iD mobile agent I spoke to, including the previous two members of the complaints team, had lied to me and had not actually raised the issue with DPD at all. I was told that this time though they had definitely contacted DPD but that I would need to wait another 7 days before iD would even start the process of sending me a new handset. It would appear that despite the issue being escalated at head office I am, in fact, still in the same cycle of being told by another customer service agent that the last person I spoke to was wrong and that I just need to wait. The only difference now is that I have been billed for the first month of a contract for a phone I haven’t received. I will need to wait another 7 days before they process the refund.  


WelshPaul
Platinum 
Contributor
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  • Platinum 
Contributor
  • November 19, 2025

At this point, what’s another seven days? Hopefully, this time, iD Mobile pulls their finger out, and you get your replacement device sooner rather than later. Oh, I would be pushing for an account credit too! You shouldn’t be paying for something you haven’t even received yet.


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • November 19, 2025

Just to follow up again. I have since spoken to three members of the complaints team. The last one confirmed that every previous iD mobile agent I spoke to, including the previous two members of the complaints team, had lied to me and had not actually raised the issue with DPD at all. I was told that this time though they had definitely contacted DPD but that I would need to wait another 7 days before iD would even start the process of sending me a new handset. It would appear that despite the issue being escalated at head office I am, in fact, still in the same cycle of being told by another customer service agent that the last person I spoke to was wrong and that I just need to wait. The only difference now is that I have been billed for the first month of a contract for a phone I haven’t received. I will need to wait another 7 days before they process the refund.  


Evening ​@ed_ward. I’m glad the issue has finally been raised with DPD and I’m so sorry the previous agents hadn’t done this. As ​@WelshPaul has mentioned you will definitely be due some account credit, at a minimum for the amount of time without the phone, and I’d expect a good will gesture on top too. Please let me know the outcome of the investigation. Thanks.


  • New Contributor
  • December 3, 2025

Just to follow up again. I have since spoken to three members of the complaints team. The last one confirmed that every previous iD mobile agent I spoke to, including the previous two members of the complaints team, had lied to me and had not actually raised the issue with DPD at all. I was told that this time though they had definitely contacted DPD but that I would need to wait another 7 days before iD would even start the process of sending me a new handset. It would appear that despite the issue being escalated at head office I am, in fact, still in the same cycle of being told by another customer service agent that the last person I spoke to was wrong and that I just need to wait. The only difference now is that I have been billed for the first month of a contract for a phone I haven’t received. I will need to wait another 7 days before they process the refund.  


Evening ​@ed_ward. I’m glad the issue has finally been raised with DPD and I’m so sorry the previous agents hadn’t done this. As ​@WelshPaul has mentioned you will definitely be due some account credit, at a minimum for the amount of time without the phone, and I’d expect a good will gesture on top too. Please let me know the outcome of the investigation. Thanks.

@Matthew T I am having a disturbingly similar issue with my new handset delivery. I've had chats 5 days in a row now and have been lied to on multiple occasions, can you help get this sorted please?


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • December 3, 2025

Hi ​@Danikus93,

Sure I'll send you a Private Message now.

Thanks.


  • New Contributor
  • December 3, 2025

Hi ​@Danikus93,

Sure I'll send you a Private Message now.

Thanks.

I am having the same issue at the moment. I’ve spent hours on the phone on hold between ID mobile and DPD who keep telling me to contact the other. Ultimately it’s not my issue to chase the courier, I have purchased a device from ID mobile and I don’t have that device. The complaints line just hung up on me after 35 minutes on hold. This is meant to be an Xmas gift for my son and it’s looking increasingly less likely that it will be resolved quickly 😫. All I want is the item sent out again/delivered and you guys can argue with DPD after. Please can you help me? I’m very stressed out.


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • December 4, 2025

Hi ​@Tedster90,

I’m sorry to hear of your experience so far. I'll send you a Private Message now.

Thanks.