iD Mobile Network - Any Good?

MoneyMate

all I get is ever degreasing circles with ID Mobile What a waste of time with their non UK CALL CENTRE it's a joke .

hateconcentrix

I’ve had a real nasty experience with iD, I’ve been with them since 2015 & recently took out two extra Sim only deals with a supposed £5 Cap on them for my kids. It was sold as being “shockproof” and the sales team were adamant that it would have the £5 Cap with no further action required of me. I got a letter back saying how good the £5 Cap was but then got a shock when I was charged £63 when my kid had gone over the limit for a few days. I contacted them- the website & app are abysmal. & the Finance team got back to me to arrange a refund, which was all well & good, they told me that the Cap hadn’t been put in place when ordering initially. So I arranged for it to be put in place and was reassured that I would not be shocked with a high bill again. So I upgraded the kids account to a higher data allowance to stop any further charges. Only to be charged £85 on the next bill. I had not been informed of this next overpayment at all when I upgraded the kids accounts.

I contacted them again and they refused a refund because of the previous refund. They mentioned it was because the £5 Cap didn’t apply until the initial complaint had gone through. I feel thoroughly mislead. I am already struggling financially as I’m a single mum and a newly qualified nurse living on what amounts to be peanuts. Not really able to afford these shocks.

idmobile

hateconcentrix wrote: »

I’ve had a real nasty experience with iD, I’ve been with them since 2015 & recently took out two extra Sim only deals with a supposed £5 Cap on them for my kids. It was sold as being “shockproof” and the sales team were adamant that it would have the £5 Cap with no further action required of me. I got a letter back saying how good the £5 Cap was but then got a shock when I was charged £63 when my kid had gone over the limit for a few days. I contacted them- the website & app are abysmal. & the Finance team got back to me to arrange a refund, which was all well & good, they told me that the Cap hadn’t been put in place when ordering initially. So I arranged for it to be put in place and was reassured that I would not be shocked with a high bill again. So I upgraded the kids account to a higher data allowance to stop any further charges. Only to be charged £85 on the next bill. I had not been informed of this next overpayment at all when I upgraded the kids accounts.

I contacted them again and they refused a refund because of the previous refund. They mentioned it was because the £5 Cap didn’t apply until the initial complaint had gone through. I feel thoroughly mislead. I am already struggling financially as I’m a single mum and a newly qualified nurse living on what amounts to be peanuts. Not really able to afford these shocks.

Hi hateconcentrix,

We're disappointed to learn of the experience you've had with us and we'd like to look into this further.

If you'd like to contact us on either facebook.com/idmobileuk/ or on twitter.com/id_mobile_uk and our team will investigate this further.

We'd like to help resolve this for you.

iD Mobile

jcontest

hateconcentrix wrote: »

I’ve had a real nasty experience with iD, I’ve been with them since 2015 & recently took out two extra Sim only deals with a supposed £5 Cap on them for my kids. It was sold as being “shockproof” and the sales team were adamant that it would have the £5 Cap with no further action required of me. I got a letter back saying how good the £5 Cap was but then got a shock when I was charged £63 when my kid had gone over the limit for a few days. I contacted them- the website & app are abysmal. & the Finance team got back to me to arrange a refund, which was all well & good, they told me that the Cap hadn’t been put in place when ordering initially. So I arranged for it to be put in place and was reassured that I would not be shocked with a high bill again. So I upgraded the kids account to a higher data allowance to stop any further charges. Only to be charged £85 on the next bill. I had not been informed of this next overpayment at all when I upgraded the kids accounts.

I contacted them again and they refused a refund because of the previous refund. They mentioned it was because the £5 Cap didn’t apply until the initial complaint had gone through. I feel thoroughly mislead. I am already struggling financially as I’m a single mum and a newly qualified nurse living on what amounts to be peanuts. Not really able to afford these shocks.

My Initial complaint in the past went from May 2016 - Jan 2017 before I got resolution (Had to go through Ombudsman).


Nine months after my service had ended they generated another bill for me, marked it as unpaid, and put it on my credit file!.. You spot when an account goes from "closed" to "open - 9 months non-payment". It took me another 6 months (Ombudsman again) to get a resolution.


Since there is a Rep from the company here who seems to want to help then I would use them, keep as much as you can "public" as that Rep is here more for PR than any other reason.



Keep good records of what was said, when, by whom and any and all complaint IDs you have. I told them from the start that if I had to go to Ombudsman that I would be asking for compensation for time and stress (and it was stressful dealing with them), let them know that you will be seeking compensation and redress if you need to go to the Ombudsman.


They also cancelled the refund cheque they sent me on the second instance and the Ombudsman had to force them to send a second one!...



One other thing to be aware of.
Unless things have changed the "Shocks" are per bit of service.
£5 Shock = £5 Calls + £5 Text + £5 Data, or £15 Total.


Personally after two months of misbilling and CS not fixing the issue the first time then I would probably want to get out of the contract. Sadly Data cost has gone up as technology has increased.
Two years ago you could get unlimited data for £3 a month, now it's £7+calls/text. The 3,2,1 sims (O2 and Three) are a great choice for kids who cant manage well.