Question

Horrific interaction with customer service chat

Forum|Forum|8 hours ago
February 11, 2026
3 replies
28 views

scasey19999
New Contributor

I just had an awful interaction with customer service chat. In which he:

Made assertions about UK law that were in correct
Asked for me to provide a photo of my driving license to continue to support me
Refused to escalate the chat to a manager
Claimed to block my account as a result of my insistence on speaking to a manager.

I requested the transcript, but I’m not sure if it’s delayed or not coming through (edit, I have now received this) - can I have a manager or senior representative of ID Mobile to review this? I am currently without the ID mobile device (a Motorola Razr that they told me to return to Motorola for repair who are refusing to do so and now refusing to return it), or an eSIM (the automated system won’t send one to me).

My account email is the same as my ID mobile contract email.

EDIT: the incorrect assertion of UK law (awful training that a CS rep would make this stuff up) was: “Kindly be advised that the consumer right [I had referred to the 2015 Consumer Rights act] apply to manufacture. I will advise you to contact Motorola for assist.”

+24

Matthew T
iD Mobile Employee
Forum|Forum|6 hours ago
February 11, 2026

Hi @scasey19999,

I’m sorry to hear you’ve had a poor interaction on Live Chat. I’ve escalated this with our Customer Complaints and Quality Manager to review the chat and provide feedback to our Contact Centre.

However, we do not have the ability to repair Motorola phones. This is a decision made by Motorola, who require you to contact their support directly to facilitate a repair. Please see this Help Hub article for more information:

Regarding eSIM, a proof of ID is required for our Live Chat agent to send a eSIM. This is to prevent eSIM fraud and is likely what the agent was referring to.

Thanks.

iD Community Manager

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+24

Matthew T
iD Mobile Employee
Forum|Forum|6 hours ago
February 11, 2026

Just to follow up @scasey19999, this has been escalated to our executive team to help resolve the issue with you not receiving a replacement eSIM and provide information on Motorola repair. Thanks.

iD Community Manager

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S

scasey19999
Author
New Contributor
Forum|Forum|5 hours ago
February 11, 2026

As directed by your supplied contact, I did go to Motorola for a warranty repair of this manufacturing or design defect. They have refused a warranty repair and offered me to either destroy the phone (which they will do automatically after 90 days), pay them £30 to return it or Pay them £277.88 to repair it.

I’m sure you’re aware, as a consumer, if good have been supplied that are not fit for purpose, the seller is the one I have a contract with (ID Mobile), and so have redress with you. I appreciate you may not be able to repair them (though you hint you can through Currys which I’m aware is your parent company), but if that’s the case then the only means of redress you legally have is a replacement or refund.

But, also, since you do have a relationship with Motorola, it might be appropriate for ID mobile to intervene and either ask them to honour the warranty which you advertise on their behalf or to return the phone free of charge rather than for a ransom.