Both my wife and I have idMobile accounts. We actually like the service so much that we want to get extra sims for our children.
Two days ago i ordered a sim and entered all the correct details. A couple of hours later I got email to say that the order had been cancelled as i had failed the security checks.
I called into CPW on the way home from work and the assistant did his best but was unable to solve the problem. I phoned 7777 and TBH was useless. Trien online chat and was told to phone 0800 sales number. The person who answered was better but the only suggestion was to call Experian to see if there was anything on mu credit file. So i signed up to see my credit report and have a perfect 999 out of 999!
Ok i thought let's see if my wife can order one so went through the order process carefully making sure everything was ok. Today she got the same email to say failed security check.
What is going on?
Best answer by Rory
Hi @rustinggently, I’m really sorry to hear about the experience you’ve had with our ordering system. The truth is, none of us on the team here have, or can gain, visibility on how the Internal Security Check actually works. I appreciate your suggestion of follow-up enquiries, but it seems whomever designed the system deemed this unfeasible for whatever reason, possibly due to the sheer number of orders we receive. It may also be a safety-first approach to simply throw the baby out with the bathwater, so to speak. I appreciate this isn’t ideal from your perspective, but the people in charge of security and fraud prevention at our company have deemed it the best and safest solution, and it does seem to work as intended; we receive very few reports of fraud.