Fraud, Security & Lost or Stolen.

do ID mobile routinely use selfies with id documents as part of security within the web chat when you are talking to an agent?

For the second time in 3 months my PAC code has been stolen. I contacted ID Mobile as soon as I got the text message with my PAC code and they assured me it would not be taken again as i’d set up a password the last time it happened. I just received another text message to say that my account has now closed and I have been billed £276. So my PAC code has been stolen again despite assurances it would not be possible the second time. I am utterly furious. I have logged a complaint and now I just have to wait until my number can be ported back to me. Lat time it took 2 weeks. I will be ending my ID Mobile contract as soon as it is due up next year, this is not good enough. 

Absolutely stupid site ive just woke up to my notication that my wattsapp has been changed phone number wise and it turns out my id account was hacked and they got access to my number and sim through that. No notifactions or warning on your side to let you know. Would of been nice to ask wether this was me doing all this. How do you make it so easy for some one to hack and access a sim. Contact me ASAP!!!!!!!!!

I have used live chat several times for a complaint and every time the conversation gets difficult it closes. The staff can't read previous conversations and can't open PDF files. This means starting over again. Communication and complaints should not be this difficult. I want to get another phone for a family member but I am considering another network because of this.My issue is a e-sim being sent to another phone without my permission. How did this happen. We never had the app, and first new about it from a text being sent saying the e-sim was being sent and activated. Perhaps a phone call to confirm the account holder has requested this?This has caused the scammer to message friends and family requesting money. Got round 2fa security on payment accounts.This has cost me time,money and stress! ID mobile want me to pay £25 for a new number to rub salt in.I would like compensation for time wasted and stress. The other financial damage is still being fixe

I was sent the wrong model of handset, this just need to be exchange for the correct one I was told this would happen on Tuesday after a week of trying to get this resolved I called called again on Thursday to check you had got the returned phone back and that the exchange would take place without cancellation of my current contract  So I would still be able to Claim the Free Samsung Chrome Book  Yesterday at 1820 you cancelled my new contract  You have told me nothing but lies You have taken my money for the up front payment of the new phone You have stopped me getting a £155 Chrome Book You haven't given me the £50 compensation You Haven't refunded me the postage costs to return a phone that ID Mobile Sent in Error Return Postage Cost £13.25 So you have lied, stolen money and now fraud  I would like to make a new complaint about the Complaits Department Ive

DPD was supposed to deliver my new upgrade on Thursday, I wasn’t at home, so went online and paid for it to be delivered on Saturday. It was not delivered. The parcel was not scanned since Thursday so they don't know where it is. I spoke to DPD and they told me that they cannot start an investigation, the sender should do it. I spoke to ID customer service chat and they told me they cannot ask DPD to start investigation as I should do it, so I called DPD again and got the same answer that sender has to do it. So what do I do now, I cannot start investigation, ID says they cannot, I don’t have my new phone. Quite appalling customer service from ID so far, given me no resolution whatsoever. 

I have been the victim of sim Swap fraud. I have a physical SIM card and received an unexpected sms message from id mobile saying that my SIM activation is in progress. The next day the SIM card in my phone no longer worked - no service, no calls, no sms messages.  I checked the id mobile account info and someone had changed the billing address and billing email. I was unable to change the address and email back to the correct as it required sms verification  I contacted id mobile through live chat and explained all of the above including the fact that the billing address was wrong. They said they would send out a new physical sim and said they would send it to the billing address, even though it was the address of the fraudster!I managed to eventually get them to agree to send it to my actual address by supplying a utility bill.  currently waiting on new SIM card. Managed to block sim via the app.  still cannot correct the billing email

I am getting constant calls, texts, even whatsapp messages all asking who I am and why I called them. And when I say constant I don’t mean it lightly. While writing this I got about twenty more.I greatly suspect my number has been spoofed by a scammer, and am lost on what to do.

Hello. As I had not received a reply regarding my trade in, I posted on this ID Community forum. I got a DM on here from a "Jennie Glas" saying to message this number - 0744 1398649 - and they would sort it out. I messaged the number and someone from the trade in team (allegedly) phoned me and told me he would refund the £250 and the £100 value of the Curry's voucher and would also send me some free Google Buds. I started getting suspicious when he asked for my card details, saying he would have to take £38 for the Google Buds but that would also be refunded in 5 working days. He said he would send out the trade-in pack and I would also obviously get the £230 for my old phone once I sent it in.As part of the verification process he took my email address and said it didn't work, so got me to verify through Google. He then said he had to change my password and provided a new one "Downtown@1122". I Assume this was for my ID Mobile account but in fact he had chan

My phone was stolen.today I speak with some ID agent hi promised hi gone send document what I need for insurance company.im really need PROOF OF PURCHASE... PROOF OF USAGE NOT A BILL,...AND PROOF OF BLACKLISTED.I CAN'T LOGIN TO MY MAIN EEMAIL so if you send to my also I need new SIM card with my number please I believe someone will help me thank you 

can someone quickly gain access to your phone if you pass it them to see number received if they call your number ? concerned 

My new phone, sent by DPD, was originally supposed to arrive on 30th June but I changed the delivery date to a few days later because I wasn't going to be in. The parcel never arrived even though on the DPD app it still says it will be delivered on the specified date which is now in the past. I got in contact with DPD and they said the sender is the only one that can launch an investigation into my missing parcel. I then spoke to ID Mobile and they said that carphone warehouse sent it so they need to initiate the investigation, but when I speak to them they say the exact opposite and that ID mobile sent it. So I am now going around in circles trying to explain to both carphone warehouse and ID mobile that one of them needs to do it.  This is getting absolutely ridiculous and I have been without a new phone for 2 weeks now going back and forth to get this sorted. Please can you help me?? I'm paying for a phone I don't have and wasting so much time on live chat and phone

So, the same as many others. I have not received my £50 currys giftcard. I do value my free time and don't want to spend it chasing, and jumping through hoops for something  I shouldve already of recieved. Im unsure the date I upgraded. I also bought a second contract at the same time.  If there's any iD mobile people who can please look into it rather than forcing me to search for exact dates etc when this was a prerequisite to me upgrading.  I would accept a bank transfer or removal of the sum from bills etc but I don't want this to go on forever as even coming here to do this and having to come back here to check whats going on is already annoying when we should've all got what we signed up for without any of this.  Thanks.  Jonathon Mckeown.

It appears that ID mobile have stolen and have no intention of providing the phone purchased as part of my new plan. there have been a number of unhelpful live chat conversations. what do I do prior to reporting the fraud ?

I got a SMS message today to say my address has successfully been updated on my account. I have not requested for my address to be updated. Who do I speak to about this?

 Hi, I’ve been trying to get this resolved since 29/11/2024 and it’s still ongoing. I entered into a handset + airtime contract, paid the upfront cost, but the handset was never supplied – only a phone cover was delivered. I’ve raised this multiple times, including through the Ombudsman, but the issue hasn’t been fixed. This has now been dragging on for 9 months, which is completely unacceptable. Under the Consumer Rights Act 2015, I am entitled to receive the goods as described and agreed under the contract. By failing to supply the handset, this contract has not been fulfilled. I need this resolved urgently – either supply the handset as agreed under the contract, or confirm how you are going to put this right. 

Recently I was a victim of identity fraud , I opened a ClearScore account 5th may 2025 to find out my estranged mother had opened 5 catalogues and phone contracts out in my name one of these being IDmobilei immediately contacted all the credit providers to tell them about the situation all accounts apart from id mobile have been successfully shut. This has been ongoing now since may where ID mobile have claimed this civil matter and refused to close the account and informed me that I am liable to pay for the full contract even though the phone has been blocked and the SIM card disconnected don’t know what to do I have contacted the ombudsman and they can’t help me as the phone contract was taken out through Carphone warehouse I have reported it multiple times to the police/action fraud who are good for nothing. I refuse to pay a contact that I have not taken out and also have not got the phone/contract for it either some advice would be gratefully appreciated. 

Hi, my daughter has lost her id mobile phone. How do we replace it? 

HelloYesterday I received a call from someone claiming to be from I'd mobile fraud dept. They said someone had logged into my account and tried to buy an iPhone. They had my full name and postcode and called from a withheld number. They said I had to give them a verification code to have the iPhone order cancelled. I didn't proceed further with the call and am wondering whether this was a legitimate call or not?Thanks 

Hi,I think my phone number may have been cloned. I keep getting calls and messages for someone called Sharon L Levey, who I think is also using my number on indeed.com. Please can you look into whether this might be the case? Many thanks,Sophie 

My number has been cloned and I need to change it or cancel my contract as I do not feel my data is safe. I cannot for the life of me get ahold of anyone at ID mobile. Can someone help me please 

I need the number of the HMRC text messages to be allowed to come to my phone, it’s 60551 

Hello, tonight, I was sent an email that I believe is a scam, using your company’s details to request money. the account number they have used is the same as my mobile phone number. I haven’t been with ID mobile since May and was on a rolling pay monthly contract so have no outstanding charges as this email suggests. I can provide a screenshot of the email if need be

Hello.  I recently queried a bill with ID mobile and shortly after I received a phone call from a mobile number stating there was an issue with the SIM card (reason why my bill was high) and a new one will be posted, I was advised to cancel my direct debit and also offered an upgrade in contract/phone. The call knew I had queried my bill, knew my phone number and email address. I stupidly gave my bank details to them, however a phone and SIM card was sent to my address. I received another phone call stating the wrong phone had been sent and was asked to return it. However they had already taken a £26.53 ‘deposit’ , which would be deducted from my next bill. This has been reported to Action Fraud who I have just spoken with. They have advised me to contact you and report this as the phone call I received related to the question I asked ON THIS APP. How is this possible? According to Action Fraud either there is an untrustworthy employee or your systems have been hacked a

 Hi for some months now my numbers been spoofed, i did put a message on the answer advising of this and if they got a call from my number to ignore it, then i switched my phone to only call numbers in my contacts, which makes it a little awkward, ive turned off the recorded message advising my numbers been spoofed, thinking by using the call only contacts option would stop it, but today i got three calls from a Indian guy who wanted to talk about his bank account, so it appears after months they are still using my number, i tried to report to the Fraud Action Line but they say they don't deal with spoofed numbers, only if money is being taken from my account, they wouldn't supply a crime reference, So im going to need to change my number before someone gets scammed using the number i have currently