If an iD Mobile contract has been taken out without your permission using your details, then contact us immediately so that our Fraud Team can investigate it and put things right.
(If you’re looking for information on other types of fraud, like smishing, spam or nuisance calls, click here)
Step 1 – Gather all relevant information.
Note down any mobile or account numbers you are aware of and check your bank account for money being taken out which you have not authorised.
Step 2 – Contact your bank directly if necessary.
If money has been taken, or if any Direct Debits have been set up that you didn’t authorise, contact your bank directly.
They will stop further unauthorised payments and if money has been taken, you can make an indemnity claim with your bank and they will refund you directly.
Step 3 – Register the issue with Action Fraud and note down your crime reference number.
Report this to Action Fraud. They are the UK’s national fraud reporting centre, and they will give you a Crime Reference Number which you will need when you report the issue to us.
Go to Action Fraud website or give them a call on 0300 123 2040 and note down the Crime Reference Number they give you.
Step 4 – Register the issue with iD.
Once you have your crime reference number, please chat to one of our agents by clicking here.
Be sure to give your up-to-date email address to the agent so that our Fraud team can send you an email once they’ve completed their investigation.
What happens after I’ve informed you of this fraud?
The Fraud Team will contact you by email with the outcome of their investigation and confirmation of the actions they’ve taken.
You may also receive the above information by letter. Please note, iD Mobile are part of the Currys Group Limited, and some communications may come directly from a Currys.
Once the account has been confirmed as fraudulent, our fraud team will:
- Close the iD Mobile account.
- Remove any outstanding balances.
- Remove all record of the fraudulent account/s from your credit file.
- Cancel any associated Currys insurance policies.
All of these actions will be confirmed within the email from our Fraud Team.