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Anonymous
Extremely unhelpful and very poor customer service. My phone was stolen and I immediately contacted ID Mobile for help on next steps regarding blocking my device and contract. The first “live agent” suggested that I pay for TWO contracts - one being the stolen phone with contract and the second being a new phone and sim deal. I wasn’t going to pay for two contracts when I can only use one. So it will cost £478.85 to terminate the contract including final monthly bill which they need 30 days to process. Plus £135 for upfront cost of my new headset. What the actual f- talk about extortion. I went ahead and bought the new device and sim as I needed to sort this asap for work clients to contact me. However, I find it incredibly poor and unhelpful that there’s no option to transfer an existing contract to a new device. That is the most sensible option and would indicate that customers are taken care of. I spent hours this afternoon again on “live chat” with another ID live agent as there’s no number to call directly and get through to. I find the live agents are not trained adequately, aligned and don’t seem to have any policies to follow, given that both “made up” solutions for my stolen phone concern. I wouldn’t recommend ID Mobile to anybody. They may have ‘affordable’ deals on their site but they are inadequate in other key areas such as customer service and operating with best practice. I’ve had my time and money wasted with them and I feel incredibly stressed and dissatisfied with the process. I’ve had to pay them approx £500 to terminate the contract and £135 upfront cost for a new handset when it would’ve been more helpful to swap the contract over to a new device rather than pay an exit fee or have two contracts at the same time. ID is clearly money hungry. I will be going back to Vodafone once this contract ends as I was always treated well with them and their customer service is much warmer and polite, with real people at the end of the line. I regret switching over to ID as it was purely for financial reasons. In moments of distress like having your phone stolen, you need a company that cares and takes pride in offering support, none which I have received with ID.
1 month ago
iD Mobile has a 1.2 average rating from 482 reviews

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Alice, Customer Support

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