Is there anyone within ID mobile who actually gives a toss about customers?

So I noticed an unknown direct debit from IDM - thought it was fraud so immediately cancelled it and reported it to customer support. Wifey then tells me it was for a phone she set up 3 years ago and only used for a few months. After several emails to CS I eventually managed to find all of the original account related emails in the hope of cancelling this unused contract - not a chance. Send us a copy of your passport and driving license and we will sort this out. Reluctantly I did this last weekend and not suprisingly have had zero response despite reminding them. Customer service is non existant. The live chat could nou have been more unhelpful if they had tried. I only need to pay whatever balance is due then cancell the contract. Ive tried to access the account via the app but it wont let me How hard can it be? This has already had a negative impact on my credit score and without IDM doing something about it will continue to. What else can I do? IDM tell me that they have tried to call me and yet there is not a single missed call or message on my phone (which also happens to be with IDM. My hands are utterly tied!