I ordered an iphone 17 in november 2025 as a birthday/christmas present for my daughter. she was very excited but they sent me a samsung galaxy A06 instead. I opened an investigation immediately and they assured me that it'd be sorted before christmas. They gave me empty promises about halting the contract until the situation was solved, aswell as refunds if it wasn't resolved efficiently. My daughter’s next birthday is in four days and she still doesn't have her phone. I cancelled the direct debit (which was approved by the citizens advice bureau), but this is being put on my credit score in the middle of me seeking to get a mortgage. All this for a phone that costs less than 10% the worth of the phone i ordered and no sim card, which means i've had to keep paying my daughters ee contract too. I am currently in the process of settling this in court as the customer service has been appalling. This is just a warning to other potential customers about what could happen.
DO NOT TRUST. sent wrong phone six months ago. still not solved
Hi
Thank you for your post. I’m very sorry to hear about the experience you’ve had and the frustration this situation has caused, especially given the importance of the order and the impact you’ve mentioned. I also understand how concerning this must be in relation to your credit file and your current circumstances.
We would like the opportunity to fully review what has happened and investigate this for you properly. Please contact us directly so we can access your account and escalate this to our specialist teams, including our Credit Amendment team, who will be able to review and correct any impact on your credit file if appropriate.
You can reach us here: https://www.idmobile.co.uk/live-chat, socialqueries@idmobile.co.uk or via our social media channels (Facebook or Instagram).
Once we have your details, we’ll ensure this is looked into thoroughly and handled as a priority.
Thanks,
Marquerita
The iD Mobile Team
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