I’ve been your customer for 2 years now. At the end of November, I took out an upgrade with you. Unfortunately, the handset was never delivered to me - it went out via DPD on 27 November and I had a delivery window, but it didn’t arrive. After some trouble with the online customer service chat, I got a call from ID Mobile complaints. I was told on 28 November that an investigation had been raised, and that DPD would respond within 7 working days.

Since then, I have called the ID Mobile Complaints team 5 times. The 7 working days for the DPD investigation have elapsed, but I’m told DPD haven’t responded so I can’t cancel my upgrade or get a replacement handset. I was told I’d get a call back from an ID Mobile manager yesterday, but that didn’t happen. I’m struggling to feel that anyone is going to help me with this - can you? Or can one of your team contact me to help, as customer service refuse to do anything?