Hi ​@UnknownA 

You will not be able to cancel the new contract, even if you are within the returns window, as the device must first be returned to iD Mobile before the cancellation can be processed.

I do apologise for the inconvenience. However, the investigation must be completed first before a replacement device can be sent, as this is the standard process for any missing parcel cases with DPD.

We are working to complete the investigation as quickly as possible so you can receive your phone.

If you need any further assistance, you can also contact us via Live Chat at https://www.idmobile.co.uk/live-chat or by phone on 0800 049 2376.

-Michael Z

It's been 8 days and iD just ring me to let me know there is no updates, how much longer am I supposed to wait? It is absolutely ridiculous, such a shambles of a company, how are they not able to locate my phone after all this time, why are they not pressuring DPD? It has become a joke!

Hi ​@UnknownA.

We’re very sorry for the frustration and inconvenience this situation has caused, especially given the length of time you’ve been waiting for an update.

Please be assured that once a complaint or investigation is raised, we do actively liaise with DPD to trace and locate the missing item. We continue to follow up with them throughout the investigation process to ensure every possible step is taken to resolve the matter.

At this stage, all that is required is a little further patience while the investigation is completed. These checks can sometimes take time due to the need to fully review tracking scans and depot information, but please rest assured your case is still being worked on.

We appreciate your patience and understanding while we work with DPD to resolve this for you as quickly as possible.

Thanks,

Marquerita

The iD Mobile Team