New Contributor

wrong phone sent

Forum|Forum|25 days ago
September 5, 2026
3 replies
31 views

I upgraded to a galaxy s26 ultra but I was sent a galaxy s26+. I wish I never got a phone from this company. Worst experience ever. Ive sent the phone back after going through complaints process. I spent £16 sending the phone back tracked next day delivery . And today I received a bill for the new plan I mean what is this? I need this sorted and I need refund on the money I spent sending the phone back . But its near impossible to get through to a human, they keep telling me I have to do it online. I'm gona have to go through the Ombudsman route .

Decembersangel72

Gold Contributor

Hi @Estie

Your best option is to contact the iD Mobile Sales Team as they will be able to see all the details of this purchase.

Sales Team Details
Phone Numbers: 0800 049 0250
Opening Hours: 9:00 AM to 6:00 PM, Monday through Friday

Hope this helps x

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E

EstieAuthor

New Contributor

Hiya, I did and they kept sending ne back and forth. Ive managed to speak to someone who gave me the address to return the phone to but the app.still has the new phone details and I just got sent the first bill for the phone I don't even have. Im waiting to see if they dont update their details and still take the money, im going to report them to Ombudsman. Getting a new phone should be an exciting experience but thus has been way too stressful.

Gemma M

iD Mobile Employee

Hi @Estie,

I'm sorry to hear how stressful this has been. I can completely understand your frustration, especially when what should have been an exciting upgrade has turned into a lengthy process.

If you've returned the handset, the account details in the app won't usually update immediately. Once the returned device has been received and processed, the plan and handset information should be updated accordingly, and any payments or charges that are no longer applicable would be refunded where appropriate.

If the courier tracking shows that the device has already been delivered back, we'd recommend getting back in touch with our Customer Service Team via Live Chat so they can check whether the return has been received and processed: https://www.idmobile.co.uk/live-chat

Hopefully it's just a case of the return not yet being fully processed on the account, but the team will be able to confirm this for you and provide an update.

We apologise again for the inconvenience caused and hope this is resolved for you soon.

Regards,

Gemma M

The iD Mobile Social Media Team

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