Replacement Stolen Phone

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I recently upgraded my contract mobile phone, unfortunately when i received delivery the package had been tampered with and the package was empty, ID opened a case with the delivery company. They stopped my payments and cancelled the direct debit until the case was complete. I received a call yesterday to say that the case has now been completed and I will receive a replacement. I forgot to ask on the call should I now set the direct debit back up or make a payment or should I wait until I have received the new phone.

Also I have not received any confirmation emails or a dispatch email like I did before. Any information or advice would be much appreciated. Thank you

Gemma M

iD Mobile Employee

Hi @Michaell24,

I'm sorry to hear about the issue with the delivery, but it's good to hear that the investigation has been completed and that a replacement handset is being arranged.

As your Direct Debit was cancelled while the case was being investigated, you'll need to reinstate it so that future payments can be collected correctly. However, if you've been advised that the replacement is being processed, there's no need to make a manual payment unless you've specifically been asked to do so.

Regarding the replacement phone, you should receive delivery updates once the order has been processed and is ready for dispatch. It's normal not to receive a dispatch email until the replacement has actually been handed over for delivery.

If you'd like confirmation that the replacement order has been raised and that your billing has been updated correctly, we'd recommend contacting our Live Chat team: https://www.idmobile.co.uk/live-chat

Regards,

Gemma M
The iD Mobile Social Media Team

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