Hi ​@Kieron1985,

We're sorry to hear your sister is experiencing this issue.

As this is happening on your sister's account, she'll need to contact our Customer Service team directly so we can access the account securely and investigate what's happened with the number transfer.

She can get in touch with us via Live Chat here: https://www.idmobile.co.uk/live-chat

Regards,

Gemma M

The iD Mobile Social Media Team

Hi ​@Gemma M , 

I did as you suggested and asked her to message them... She has contacted me again saying they just are not undertaking the problem and she is getting very frustrated.

Hi ​@Kieron1985,

I'm sorry to hear that your sister is still having difficulties getting this resolved.

Unfortunately, we're unable to assist with queries raised by a third party, even where they're being passed on with the best intentions.

The account holder will need to contact our Customer Service Team directly so that the appropriate checks can be completed and the issue can be discussed with them.

When contacting us via Live Chat, please ask for "Customer Service" so that you're connected to the correct team.

We appreciate that this may be frustrating, but for security and data protection reasons, we're only able to discuss and investigate account-specific matters with the account holder themselves.

https://www.idmobile.co.uk/live-chat

Regards,

Gemma M

The iD Mobile Social Media Team