Let me tell you my story:
I found ID mobile in 2018 through some comparison tools like uSwitch. I decided to order a SIM card to switch from my provider at the time.
I've completed my order online and ordered the SIM card to arrive by post. Meanwhile, I called my provider who offered me a better deal and decided to stick with them.
Note that I have never received the SIM card from ID mobile and in January 2019 I noticed on my bank account some payments towards a company which I didn't recognised so closed the direct debit
ID Mobile then contacts me to say I have missed a payment. I call back immediately saying I have never received the SIM card, never used their service and don’t know how I’ve ended up in a contract with them or why should I pay for the service.
They agree to close my contract and give me a full refund of the previous payments. To be, this means, case closed. They admitted there has been a misunderstanding, and I was never supposed to pay in the first place.
Over 3 years forward, I’m applying for a mortgage to buy my first house with my partner and a missed payment to Carphone Warehouse (=ID Mobile) is showing on my credit report, which is the only red flag on my credit report affecting my credit score and impeding us to get the mortgage we want, therefor completely destroying our dreams.
I tried to be in touch with customer service multiple times and filed a complaint. Today I find out they apparently sent a letter to the wrong address saying they are refusing to remove the missed payment, after I have said multiple times they will have to be in touch by phone or by email to arrange a call.
This company is a joke. You can’t speak to a real person.
They are ruining my life over a £13 bill I was never supposed to pay and don’t have the decency to even speak over the phone.
After going through security checks for the 10th time with their Live Chat team, I am now waiting again for a call from the complaints team, and will try to get a better outcome from my complaint.