Do iD mobile customer services ever get in touch via the phone?

Hi ​@Gower,

Thanks for your message.

We are really sorry to hear about the trouble you’ve experienced with transferring your number, and we completely understand why this situation would feel worrying.

To clarify, iD Mobile does not have a general customer service telephone line, as we mainly provide support through live chat and our online channels. However, there are specific complaint and vulnerability contact lines, and in those cases, we would only call you back if a callback had been specifically requested.

We would not typically make unexpected outbound calls regarding general support issues or account queries.

Could you please confirm the number that contacted you so we can check whether it is linked to us?

In the meantime, if you are unsure about the legitimacy of the call, please do not share any personal or account details until it has been verified. We’re here to help and will make sure this is looked into for you.

Thanks,

Kwanele

Many thanks for your reply.

I have since been able to talk to customer services and it has been confirmed that I was in the process of an attempted scam.

Just as a warning to others - my contract had expired and so I took out a sim only contract.  I was having problems through the app trying to transfer my old number over to the new contract.

This is the bit where I'm not overly sure what I did as I was very busy (arent we all) and not paying full attention - however I rang what I thought was customer services only to be passed onto somone called Oliver.

Basically Oliver was very helpful (too helpful in that I now had a direct line and could contact him on WhatApp) and it seemed to be sorted. He spoke of documentation that would be sent to my address and knew the timings when DPD would drop it off.

In the meantime I had an email saying I had upgraded my contract. I questioned this with my 'contact Oliver and he convinced me all was OK, assuring me the only contract on my account was the new sim only one and there must have been some mistake.

By now there were too many red flags, hence my question on here before I could ring customer services the next morning.

So today I received a brand new iPhone 17 pro - Oliver apologised and said he would arrange a courier to take it back and he had sorted the problem out his end.

By now having spoke to the genuine customer services, I knew this is what he was going to do as they had had cases of this happening before. They provided me with the genuine address.

I sent him a message saying thank you, but no problem. I will send it back myself. I have since had numerous calls (unanswered) on WhatsApp and messages asking me to ring him.

So as Kwanele said above, iD mobile do not generally call you and they apparently never use WhatsApp. It would not be the same customer adviser you would talk to each time either.

Take care out there :o)

Hi ​@Gower 

Thank you for sharing your experience, and I’m glad to hear that the matter has now been resolved.

Just to make others aware, iD Mobile does not have a WhatsApp contact line. You can reach us through our Live Chat service, as we are a chat-based customer support team.

Michael Z