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NATMAG63
Active Contributor
Active Contributor
January 28, 2026
Solved

Fraudulent account opened October 202!

  • January 28, 2026
  • 13 replies
  • 174 views

Opened October 2025 - Is there anyone from ID mobile able to help resolve this, I live in hope🙏

    Best answer by Matthew T

    @NATMAG63 -

    A member of our executive team will be giving you a call to get this resolved swiftly for you. Expect this to be by end of day today or morning tomorrow. Thanks!

    13 replies

    Geluk
    Silver Contributor
    Silver Contributor
    January 28, 2026

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

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    NATMAG63
    Active Contributor
    NATMAG63Author
    Active Contributor
    January 28, 2026

    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 😡

    Owethu M
    iD Mobile Employee
    iD Mobile Employee
    January 29, 2026

    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

    NATMAG63
    Active Contributor
    NATMAG63Author
    Active Contributor
    January 29, 2026

    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!!

    Matthew T
    iD Mobile Employee
    iD Mobile Employee
    January 29, 2026

    @NATMAG63 -

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

    Thanks.

    iD Community Manager
    NATMAG63
    Active Contributor
    NATMAG63Author
    Active Contributor
    January 29, 2026

    Hi Matthew, Much appreciated!

    Matthew T
    iD Mobile Employee
    Matthew TAnswer
    iD Mobile Employee
    January 29, 2026

    @NATMAG63 -

    A member of our executive team will be giving you a call to get this resolved swiftly for you. Expect this to be by end of day today or morning tomorrow. Thanks!

    iD Community Manager
    NATMAG63
    Active Contributor
    NATMAG63Author
    Active Contributor
    January 29, 2026

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

    New Contributor
    April 2, 2026

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

    iD Support
    iD Mobile Employee
    April 2, 2026

    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 

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.