I placed and order on id in good faith on 24 January for a new phone contract. Part of the deal included both a trade in and a further trade in promotion. I'm now coming up on 6 weeks since placing the order and still haven't received the trade in and promotion. I waited 3 weeks, repeatedly emailing the so called trade-in help email for a returns package which never came. I then sent the trade in phone tracked and recorded which they've now had doe two weeks. Although they have finally acknowledged receipt of my trade in phone I am still waiting payment. There is no communication from them unless chased and I suspect that an AI bot is responding to the emails. I'm now looking to escalate this to id and if necessary to the communications ombudsman. The delays and lack of communication is beyond unreasonable. Is this experience common and is it getting resolved ? I cannot understand what id stands to gain from this appalling customer service .
Trade in delays
Hi
We’re sorry to hear about the experience you’ve had with your trade in.
Our trade-in service is provided by our sister company Currys. For any queries with this service or your trade in please contact TradeUpHelp@currys.co.uk.
Should you wish to make a complaint about the trade-in service, you may do so in the following way:
In writing addressed to Currys, PO Box 373, Southampton, SO30 2PP, or by calling 0370 111 6565.
Please note this is a Currys contact number solely for the purpose of queries or complaints relating to this trade-in service. This number cannot be used for any general customer service or account queries relating to your iD Mobile purchase.
Kind regards,
Anneline
The iD Mobile Team
This is totally unacceptable. I made a deal with id. I placed an order on iD via the iD website in good faith. The onus is not on me to chase your subsidiary / sister company / trade in contractor, it is on you who i have made the deal and paid for a service. It’s absolutely appalling service.
I waited 3 weeks for a returns package that never came, I repeatedly contacted tradeuphelp on the email above and have been repeatedly fobbed off where they apologise for the experience but suggest waiting for the return package. In the end I sent the phone in tracked and recorded at my expense . Since then I’ve chased them for an update and they have acknowledged receipt of the phone but give no indication as to when I’ll get my money. Almost 6 weeks have passed and no one wants to know. How is this in any way reasonable behaviour on your part ? It actually feels like a scam!
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