Hi ​@Kennettbec 

Thank you for getting in touch with us, I'm sorry to hear that happened. 

Please send us a private message to investigate further via out socials (Facebook or Instagram) or via our live chat at https://www.idmobile.co.uk/live-chat 

Thank you,

Zandile m

The iD Mobile Team 

Days later still no solution I still have no phone sent out, despite the fact I have all video evidence no one wants it. I’m so disappointed in ID right now. I don’t understand why a new device has not been issued. The footage shows dpd trying to give me an empty envelope. He states clearly himself it’s empty they must have had it fall out at the depot, he states I will call them and tell them your mobile phone is missing. Clearly someone stole it. I have no idea why days later I’m still waiting.

Hi ​@Kennettbec, 

Thank you for taking the time to share your feedback.

We're very sorry to hear about your experience, and we completely understand how frustrating this must be, especially given the circumstances you've described.

Can we please ask if you've been able to speak with one of our agents regarding this issue?

When a handset is reported as missing during delivery, an investigation must first be carried out before any decision can be made from our side. We appreciate that waiting for the outcome is frustrating, but this process is necessary to establish what has happened before we can determine the appropriate resolution.

If you haven't already done so, please visit us via Live Chat or send us a direct message through one of our social media platforms. 

We sincerely apologise for the inconvenience caused and appreciate your patience while this is being looked into.

Owethu