- Messages
- 7,424
- Name
- Tommy
- Edit My Images
- No
Has anyone else had the misfortune to deal with this crowd? 
I order a lot of stuff online there is barely a day goes past where we don't get a delivery for either myself, my wife or the kids as I guess most people do these days. Occasionally things go wrong and I am used to sometimes it not going so good but ID Mobile have taken bad customer service to a new level.
A few weeks back I decided to upgrade my iPhone after looking at all of the options the deal ID Mobile had on was the cheapest for what I wanted. If I had of known at the time they were owned by Currys, I would have went elsewhere but i didn't find that out until later.
The order process went fine got the usual email confirmation and tracking pretty quick after placing the order.
At first the tracking updated fine, it had been sent by DPD. When it didn't arrive the next day as it was expected too I checked the tracking and it was showing at one of their hubs and just assumed with the holidays and bad weather that it might just have been held up so waited another couple of days before contacting them. They tell you to use the app to contact them but to set the app up you have to have a functioning ID Mobile sim card so that you can receive a text from them so couldn't do that as it had not arrived. Was eventually able to battle past the A.I chatbot on their website to speak to a person in their call centre who said they would raise an investigation.
I waited a couple of days but had not had the call back they promised and tried contacting their online chat and went through the whole process again as the person I had spoken to previously had not raised the investigation even though I had a reference number etc. they said the reference number did not exist as the person had forgotten to submit it.
Waited another couple of days did the same thing again, same response reference number not valid person had forgot to submit. I then found a contact number for them which wasn't as easy as you might think as they are online only and don't like taking calls. Eventually managed to speak to someone who said they could help although that took over an hour on the phone. They said they would raise an investigation as phone was either lost or stolen. It had been missing for over a week at this point.
Next day I got an email from DPD with a delivery time, we were out but rushed home as email said it was a one hour time slot and it would be delivered within 8 minutes. Received the phone spent another 45-60 minutes on the phone to let ID Mobile know i had received it. I had to nip back out so didn't get back to set the new phone up till that afternoon.
Tried to set the phone up everything went grand until putting the sim card in the phone, it wasn't recognised, Tried a few other sims and they all worked so contacted ID Mobile again was told on the phone they couldn't help and to use the app, could not use the app as needed to be able to receive a text from the ID Mobile sim. Contacted online chat who said they couldn't help and I had to phone. An hour or two later eventually spoke to someone who said they had sent me someone else's sim and it had been blocked as had been reported by the other person.
They then agreed to send me an e-sim. The e-sim also didn't work, spent the next 3-4 days with online chat and on the phone trying to resolve. they kept saying the phone was faulty so tried other e-sims and physical sims and they all worked fine. They said they didn't believe me. Went on like this for another few days. They then insisted i got o a Currys store were I would be given a new sim and they would activate it in-store and confirm everything was working.
Went to the largest Curry's store in Northern Ireland because they have a large mobile phone department. Spent an hour waiting for someone to help, eventually a girl did. She did some stuff on the till and handed me a new sim. I explained that it needed to be activated because of previous problems. She explained that their was only one person in the shop who knows about phones and he had left on holiday the day before and wouldn't be back for 2 weeks. She phoned ID Mobile, they couldn't help. She then phone other Curry's stores and as it turned out in all of their stores in Northern Ireland nobody knew how to activate a sim or the person that did was on holidays.
Started the process with ID Mobile again both on the phone and online chat was told they couldn't activate the sim from Currys and would have to send an e-sim. I explained that I was told previously that because I had already been sent an e-sim that didn't work they couldn't send a second, they insisted on trying to send one anyway before agreeing that it wasn't possible. Another day or two later managed to get to speak to someone who activated the sim from Currys.
On some of the calls with them and on some of the online chats they gave me a complaints reference number I ended up with 76 of them. Once you receive that number you are supposed to receive a call back from customer services, who don't take incoming calls. Technical were also supposed to contact me many times but never did, they also do not take incoming calls. On the phone you are basically speaking to a gatekeeper who then decided if you should receive a call back.
It was a complete mess they refused to cancel until everything was working, they said they can't cancel on the phone or on online chat it had to be done via the app, which i couldn't access until everything was working. Once it was all working and had access to the app, I tired to cancel. There is no option on the app to cancel. Went through the process again online chat, phone calls etc was eventually told that their must have been miscommunication and they would arrange a call back from someone who could cancel for me. Was told I would receive a call at 10 a.m the next day.
I didn't receive the call started the process again A.I chatbot, online chat etc. eventually got to speak to someone on the phone who could find no record of previous conversation went through it all agin and was told someone would ring me back at 10 a.m the next day.
Again I didn't receive the call, did everything again call scheduled for 10 a.m again. However received a call a few hours later. Explained i wanted to cancel, they agreed they could once I had sent back the phone etc. but would have to wait a couple of days before they could send me return paperwork as their systems were down. I would have also had to cover the cost of sending the phone to back to them. They also explained that I would lose my number that I had ported over, this would have caused me a lot of issues so I decided to just suck it up. They offered me some compensation and offered the option of having it credited to my account or having it paid direct to my bank account. I opted to have it paid to my account and received an email from them saying payment had been sent and I would receive within 3-5 working days.
A few days later I noticed they hadn't taken the payment that was due, checked the app which showed that instead of sending me the compensation payment by bank transfer they had credited my account instead. Went through the whole process again of contacting them, was told that they don't offer payment to bank account only credit for compensation by 3 different people. Sent them the email showing that the payment was being sent to my bank account. Eventually they agreed to send the remainder to my bank account and remove the credit that was still sitting on my account. Received an email again confirming this.
Didn't receive the payment contacted them again, they had no record of previous conversation. Went through process again, sent them the emails etc. Was promised again it would be sorted and it hasn't been.
Without a doubt the worst company I have ever dealt with and now I am stuck with them as too late to cancel and can't risk losing my number as need it for work. Will have to suck up the full length of the contract until I can jump ship again.
Contacting them is awful they say contact them through the app, you can't. There is things you can do on the app but you can't contact them on it.
The online chat is difficult you have to fight your way past the A.I bot and eventually you will get to speak to someone. They are difficult to deal with as well. They have difficulty understanding basic English, it is also very obvious when you are using it that they are speaking to multiple people at the same time. They give you a pin to use when contacting them but first time around I also had to supply them with a picture of myself holding my driving licence. That was after sending them back and front of licence and answering all of the security questions.
Contacting them by phone is horrendous, every time it was at least a 45-60 minute call trying to get to speak to someone. When you call they ask you for your pin, are you the account holder etc. Then when you eventually get through to someone they ask everything again. Often they say I just need to check something on your account and the line goes dead or you are just transferred to someone else and have to go through the whole thing again.
It's that bad it's actually hilarious, basically a mobile phone business being run by Basil Falty.
I order a lot of stuff online there is barely a day goes past where we don't get a delivery for either myself, my wife or the kids as I guess most people do these days. Occasionally things go wrong and I am used to sometimes it not going so good but ID Mobile have taken bad customer service to a new level.
A few weeks back I decided to upgrade my iPhone after looking at all of the options the deal ID Mobile had on was the cheapest for what I wanted. If I had of known at the time they were owned by Currys, I would have went elsewhere but i didn't find that out until later.
The order process went fine got the usual email confirmation and tracking pretty quick after placing the order.
At first the tracking updated fine, it had been sent by DPD. When it didn't arrive the next day as it was expected too I checked the tracking and it was showing at one of their hubs and just assumed with the holidays and bad weather that it might just have been held up so waited another couple of days before contacting them. They tell you to use the app to contact them but to set the app up you have to have a functioning ID Mobile sim card so that you can receive a text from them so couldn't do that as it had not arrived. Was eventually able to battle past the A.I chatbot on their website to speak to a person in their call centre who said they would raise an investigation.
I waited a couple of days but had not had the call back they promised and tried contacting their online chat and went through the whole process again as the person I had spoken to previously had not raised the investigation even though I had a reference number etc. they said the reference number did not exist as the person had forgotten to submit it.
Waited another couple of days did the same thing again, same response reference number not valid person had forgot to submit. I then found a contact number for them which wasn't as easy as you might think as they are online only and don't like taking calls. Eventually managed to speak to someone who said they could help although that took over an hour on the phone. They said they would raise an investigation as phone was either lost or stolen. It had been missing for over a week at this point.
Next day I got an email from DPD with a delivery time, we were out but rushed home as email said it was a one hour time slot and it would be delivered within 8 minutes. Received the phone spent another 45-60 minutes on the phone to let ID Mobile know i had received it. I had to nip back out so didn't get back to set the new phone up till that afternoon.
Tried to set the phone up everything went grand until putting the sim card in the phone, it wasn't recognised, Tried a few other sims and they all worked so contacted ID Mobile again was told on the phone they couldn't help and to use the app, could not use the app as needed to be able to receive a text from the ID Mobile sim. Contacted online chat who said they couldn't help and I had to phone. An hour or two later eventually spoke to someone who said they had sent me someone else's sim and it had been blocked as had been reported by the other person.
They then agreed to send me an e-sim. The e-sim also didn't work, spent the next 3-4 days with online chat and on the phone trying to resolve. they kept saying the phone was faulty so tried other e-sims and physical sims and they all worked fine. They said they didn't believe me.
Went on like this for another few days. They then insisted i got o a Currys store were I would be given a new sim and they would activate it in-store and confirm everything was working.Went to the largest Curry's store in Northern Ireland because they have a large mobile phone department. Spent an hour waiting for someone to help, eventually a girl did. She did some stuff on the till and handed me a new sim. I explained that it needed to be activated because of previous problems. She explained that their was only one person in the shop who knows about phones and he had left on holiday the day before and wouldn't be back for 2 weeks. She phoned ID Mobile, they couldn't help. She then phone other Curry's stores and as it turned out in all of their stores in Northern Ireland nobody knew how to activate a sim or the person that did was on holidays.
Started the process with ID Mobile again both on the phone and online chat was told they couldn't activate the sim from Currys and would have to send an e-sim. I explained that I was told previously that because I had already been sent an e-sim that didn't work they couldn't send a second, they insisted on trying to send one anyway before agreeing that it wasn't possible. Another day or two later managed to get to speak to someone who activated the sim from Currys.
On some of the calls with them and on some of the online chats they gave me a complaints reference number I ended up with 76 of them. Once you receive that number you are supposed to receive a call back from customer services, who don't take incoming calls. Technical were also supposed to contact me many times but never did, they also do not take incoming calls. On the phone you are basically speaking to a gatekeeper who then decided if you should receive a call back.
It was a complete mess they refused to cancel until everything was working, they said they can't cancel on the phone or on online chat it had to be done via the app, which i couldn't access until everything was working. Once it was all working and had access to the app, I tired to cancel. There is no option on the app to cancel. Went through the process again online chat, phone calls etc was eventually told that their must have been miscommunication and they would arrange a call back from someone who could cancel for me. Was told I would receive a call at 10 a.m the next day.
I didn't receive the call started the process again A.I chatbot, online chat etc. eventually got to speak to someone on the phone who could find no record of previous conversation went through it all agin and was told someone would ring me back at 10 a.m the next day.
Again I didn't receive the call, did everything again call scheduled for 10 a.m again. However received a call a few hours later. Explained i wanted to cancel, they agreed they could once I had sent back the phone etc. but would have to wait a couple of days before they could send me return paperwork as their systems were down. I would have also had to cover the cost of sending the phone to back to them. They also explained that I would lose my number that I had ported over, this would have caused me a lot of issues so I decided to just suck it up. They offered me some compensation and offered the option of having it credited to my account or having it paid direct to my bank account. I opted to have it paid to my account and received an email from them saying payment had been sent and I would receive within 3-5 working days.
A few days later I noticed they hadn't taken the payment that was due, checked the app which showed that instead of sending me the compensation payment by bank transfer they had credited my account instead. Went through the whole process again of contacting them, was told that they don't offer payment to bank account only credit for compensation by 3 different people. Sent them the email showing that the payment was being sent to my bank account. Eventually they agreed to send the remainder to my bank account and remove the credit that was still sitting on my account. Received an email again confirming this.
Didn't receive the payment contacted them again, they had no record of previous conversation. Went through process again, sent them the emails etc. Was promised again it would be sorted and it hasn't been.
Without a doubt the worst company I have ever dealt with and now I am stuck with them as too late to cancel and can't risk losing my number as need it for work. Will have to suck up the full length of the contract until I can jump ship again.
Contacting them is awful they say contact them through the app, you can't. There is things you can do on the app but you can't contact them on it.
The online chat is difficult you have to fight your way past the A.I bot and eventually you will get to speak to someone. They are difficult to deal with as well. They have difficulty understanding basic English, it is also very obvious when you are using it that they are speaking to multiple people at the same time. They give you a pin to use when contacting them but first time around I also had to supply them with a picture of myself holding my driving licence.
That was after sending them back and front of licence and answering all of the security questions.Contacting them by phone is horrendous, every time it was at least a 45-60 minute call trying to get to speak to someone. When you call they ask you for your pin, are you the account holder etc. Then when you eventually get through to someone they ask everything again. Often they say I just need to check something on your account and the line goes dead or you are just transferred to someone else and have to go through the whole thing again.
It's that bad it's actually hilarious, basically a mobile phone business being run by Basil Falty.
Last edited: