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Cancel contract as upgrade phone not delivered - I'm within the 30 day colling off

  • 2 September 2024
  • 6 replies
  • 144 views

  • I ordered an upgrade which was supposed to be delivered on 22 Aug (today 2 Sept) by DPD - it never turned up so I called DPD. DPD state they’ve lost it, but stated it’s MY issue so I have to contact ID Mobile to resolve it. 
  • I’ve done that and logged an escalation with ID Mobile customer support, but DPD aren’t responding to ID Mobile escalations.
  • I’ve not been able to use the phone I’m actually paying for and no longer feel like it’s worth the hassle.
  • As I’m well within the 30 day cooling off period (as I bought it via the ID Mobile website) I assume I’ll be able to cancel my contract once I’ve obtained a Return Transaction Number, but DON’T actually have anything to return as it’s not been delivered, and WILL NOT be charged?

Best answer by Matthew T

Morning @NellyPJ,

I see this has been escalated as a formal complaint, so will leave it to the complaints team to handle your enquiry.

Thanks.

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6 replies

Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • September 6, 2024

@NellyPJ - you’ll need to wait for the investigation to be completed before we can initiate a return/cancellation. Thanks.


  • Author
  • New
 Contributor
  • 2 replies
  • September 7, 2024

Great, so because of DPDs incompetence and ID Mobiles slow customer service (day 16 and counting) I'm being punished. A great way to lose a paying customer.


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • September 9, 2024

I can only apologise @NellyPJ - I see on the system a Return Order has been opened on the 3rd September. I’d recommend following up with our Live Chat team, as they were previously handling things. Thanks.


  • Author
  • New
 Contributor
  • 2 replies
  • September 12, 2024

I've done as you asked. They've escalated, for the 3rd time with DPD, who will no doubt continue to ignore the issue, while I'm tied into a contract I can't leave because of some else's incompetence.

I'm not sure if ID Mobile understand that a lost phone can't be returned because it is lost. 


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • September 16, 2024

@NellyPJ - I see you also contacted on the 15th September to follow up. I’ve also escalated this to our team. Will share an update soon. Thanks.


Matthew T
iD Mobile Employee
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  • iD Mobile Employee
  • 1724 replies
  • Answer
  • September 20, 2024

Morning @NellyPJ,

I see this has been escalated as a formal complaint, so will leave it to the complaints team to handle your enquiry.

Thanks.