I have been asking ID mobile for the POU since May regarding a damaged phone. I need the POU for the insurance claim. I have the Proof of Ownership. I have provided all relevant information around 20 times to various ID departments: Online Chat; after multiple failed attempts to contact a human online, they finally escalated my request to Letter Requests letterrequests@idmobile.co.uk; on 3 occasions provided incorrect POU despite me repeatedly emailing the same information following a poor review on Trustpilot, I was advised to email ID via socialqueries@idmobile.co.uk. Again, I’ve provided the same information over and over and each time I received the same response - “Thank you for your email, we sorry for the delay in replying to you, we have asked our Back Office team to check with our parent network Three, please can you contact us in 72 hours for an update.” etc I have requested an email for the complaints department to be asked “what resolution you are looking for in your complaint”. Ermm THE POU!?!I have informed today of the following; We have received an update and the team are unable to locate usage for the IMEI ending 9530. Due to this we are unable to provide proof of usage for this IMEI. I can 100% guarantee this phone was in use on the day of the damage (and a few days after until I managed to replace the device). The phone was in use with an ID pay monthly SIM. This has been absolutely appalling customer service. Please can anyone help resolve this as this has caused a significant delay in being able to submit the insurance claim. The phone was damaged on 29/04/2025!!

Hey there @SJ1981, if you have already spoken to us via numerous avenues, and the final answer given was that the team were unable to locate the IMEI and the usage, then unfortunately there’d be nothing further we can advise on here, and another investigation with us here would result in the same answer I’m afraid. If you have any further questions, I’d recommend getting back in touch with one of the teams you’ve raised this with already.Thanks,Tyler

proof of Usage | iD Mobile Community

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