Dear Management and Customer Relations Team,
I am writing this in absolute fury, deep disappointment, and distress. As a brand-new customer wanting to join iD Mobile for the very first time to purchase two iPhone 17 Pro phones, my experience has been an absolute nightmare from start to finish.
I have spent over 6 exhausting hours on your live chat over the past couple of days, dealing with agents who frequently could not understand basic instructions or communicate effectively. To make matters worse, a representative named Avuyile explicitly promised to call me yesterday, leaving me waiting by my phone the entire day—yet nobody ever called.
Eventually, after speaking with a manager and receiving links to finalise the agreed deal:
2x Apple iPhone 17 Pro 256GB (1x Silver, 1x Blue, with 2x chargers included)
Tariff: £44.99 per month per phone, with an upfront cost of £29.00 per phone
Number transfer: Existing number { REMOVED } via PAC code { REMOVED }
I thought the ordeal was finally over. However, when I used your payment link, my bank alerted me that your system attempted to charge me £429.00 instead of the agreed £29.00 upfront! This shocking, misleading, and scandalous overcharge attempt forced me to immediately cancel and abort the transaction out of complete frustration and lack of trust.
This is your absolute final chance to fix this.
I have the money ready, and I genuinely wanted to complete this purchase based on the offer provided by Amanda. However, I refuse to accept being treated this way as a new customer.
If you want to keep my business, a competent senior manager must contact me directly to properly process this order under the exact agreed terms (£29 upfront, £44.99/month, with chargers and correct number transfer) without any hidden or inflated charges.
If this is not resolved immediately, I will escalate this formal complaint directly to The Communications Ombudsman, Ofcom, and consumer protection agencies for deceptive billing practices and appalling customer treatment.
I expect a prompt and serious response.
Sincerely,
Julia Baszkiewicz
