Hi ​@Jonesy316 

We are sorry to hear that.

That is why you have to read and check what contract you are accepting. Have you ordered this yourself online or has an agent done it over the phone? We will have a look into this matter for you and fix the issue. 

Please private message us or get in touch via our Socials (Facebook or Instagram), Live Chat, Community or email us at socialqueries@idmobile.co.uk.

Thank you.

Thank you for the reply. As the email clearly shows below I was well aware of what I was ordering. It was made less helpful by the fact the system kept crashing at payment and took a few goes to get the 0.01p sent through correctly. 

What was even worse was the customer service on the Live Chat which was only able to be described as woeful. They were unhelpful and unable to do anything and the system kicked me off numerous times as well as the agents going quiet for long periods (30 mins at least).

It is so frustrating that this has taken me all day and I'm still no further along.  Makes me consider returning the phones and moving to another supplier it is that bad.

{ REMOVED }

​@Jonesy316  Yes but as we can see this only shows one order with one planand devices at your stated upgrade.

So you must have a second order with its details? 

Joe. 

Joe,

You are absolutely right - I didn't add the second order as that went through correctly. Please see it below - different order number and different email. This was actioned correctly.  Despite being told above that 'we will look into this matter for you and fix the issue' I have not seen or heard anything.

Please see below the order that went through correctly:

{ REMOVED }

Hope that helps.

Regards,

Paul

​@Jonesy316 Ok if you've not received confirmation from sale's or IDMobile has actually cleared this matter up by end of day, I'll  forward this matter to be escalated. I totally get that you're in limbo and want to be sure you get what you actually order.

Please once again call sale's and explain you don't want to commit to a contract that you did not order before it get to messy. 

Joe

Many thanks, it is just frustrating as I don't want to go through all the hassle of returning a phone and then going through the upgrade process again when I had to attempt it around 5 times because the system kept crashing.

As you said, really in limbo at the moment.

​@Jonesy316  I've forward this to IDMobile staff members.

Can't say when they'll contact you but they'll eave a message here and also contact you via private message. Staff members are identifiable by clicking on their user name and there will be Employee of IDMobile by their name status. 

Joe

Hi ​@Jonesy316,

I’ve removed the images as they contained personal information. Please can you reply to this message with the screenshots, masking any personally identifiable information.

Did you complete your order online or over the phone?

Thanks.

Thank you.

Was all done on line.

I won't upload the photos again as I have proved it now and emailed them in to customer services already.

Thanks again.

Paul

11 days and I have still have not got this resolved.

Can you confirm what number will call me? I have been inundated with calls and every one says 'suspected scam'.

The most recent ones are from...07384596746 and 01429650542 at 0900 this morning. Are they actually from ID Mobile?