Immediately get on id’s CHAT PAGE; type “SPEAK TO AN AGENT”.

Spoke with advisers/agents many times...keep getting fobbed off that's why I'm giving this method a try....Sadly due to moderators I can't share my true feelings for ID mobile 😡

Hi ​@NATMAG63 

 

Firstly, please accept our sincere apologies for the distress and frustration this situation has caused. We completely understand why you are concerned, and we appreciate you reaching out in the hope of getting this resolved.

To allow us to investigate this matter fully, we would kindly ask that you contact our Customer Services team (Live chat) directly and provide any information you have regarding the account (such as your name, address, email address, or any reference details you may have received). This will enable the team to locate the account on our system.

Once the account has been identified, a fraud form will be submitted on your behalf, and our specialist team will carry out a full investigation. If the account is confirmed as fraudulent, the following actions will be taken:

The account will be disconnected and marked as fraudulent on our system

The handset will be blacklisted

Any outstanding balance will be cleared

Arrangements will be made to remove the account from your credit file (if applicable)

-Owethu

Thanks for responding, been in touch via chat before and made countless phone calls....passed on all relevant details including Police action fraud reference! This has gone on far too long, it's been more than 11 weeks since this was reported. Surely more than enough time to complete investigation!!

​@NATMAG63 -

Hi! I’ve escalated this with our Customer Complaints and Quality Manager. I’ll get back to you shortly with an update.

Thanks.

Hi Matthew, Much appreciated!

Hi Matthew, It appears we are starting to get somewhere, your efforts are very much appreciated

Did this ever get resolved? im in the same boat and live chat are utterly useless. nonsensical responses. 

Hi ​@gvalkerae

I've just sent you a private message to help get this sorted.

To find it, click your profile picture in the top-right corner and select ‘Private Messages’.

You can also use this direct link to your inbox: https://community.idmobile.co.uk/inbox/overview

I'll speak to you there.

Thanks.

Zandile M,

The iD Mobile Team