Morning ​@Robert MacGregor,

I’m sorry to hear this has happened. I’ve escalated this with the team and will get back to you shortly.

Thanks.

Hi . Thanks , but this has already been escalated , Customer Service team very unhelpful , almost mocking , so no real point in you trying to help ., but thanks again anyway.

I have cancelled my Direct debit , but know that I will be chased up for this too , will likely have to fulfill whole contract for a phone that I do not have .

I mostly just put this message on here , to highlight to others that ID are not all smily and helpful.

Afternoon ​@Robert MacGregor,

Just to provide an update. Our team will get back to you via email with more information. However:

1. We’ll process an exchange so a replacement Pixel 9a will be sent out.
2. Your 1st month of Line Rental will be covered.
3. An additional £30 Good Will Gesture will be applied to your account.

I’d encourage you to reinstate your Direct Debit in the iD Mobile app, here’s how:

Again, I'm so sorry to hear about your experience. It has been fed back to the relevant teams.

Thanks.

​@Robert MacGregor -

I completely understand. Typically your service should resume within 24 hours, assuming there is no outstanding payments on the account. Please wait for an email from our Social Team (I believe you’ve been in contact with them previously!). Thanks.

Hi 

   sorry to message with the issue about the suspended SIM , I agree that I should not have stopped the direct debit , but the direct debit was reset 24 hours ago , and the Sim is still suspended , any advice ?

Hi there,

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’. 

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview  

We’ll see you there. 

Anika

Issue finally resolved , thank you to the Commumity Team , who got it all fixed within a week , after my 5 weeks of  disappointment with the Customer Service Team .

Proper phone recieved , and now up and running , Thanks again to the Community Team.

Robert R. MacGregor

​@Robert MacGregor -

I’m so glad that our team managed to help you out. Again, I'm sorry about the experience you received with our Customer Service Teams, this is being reviewed internally. If you need any more help, you know where to find us! Thanks!