ID Mobile Termination Issue

Rebs_LDR

Been with ID Mobile for 3 years. First couple of years were good, then this last year they have had terrible coverage in my area. I’d received some compensation here and there and asked about cancelling but they said there would be a fee.

It carried on again for the last couple of weeks with the poor coverage, so I basically just asked what could be done about this. The customer service agent actually agreed to terminate my contract without a termination charge as long as I send my handset back. Below is a copy of what the agent told me on the live chat (I have a transcript of the whole conversation as you can request one on email at the end of a live chat):

ID Mobile: Okay, I totally understand,. I have just asked a manager and what I am able to do is process a return for the phone. You would need to return the phone and cancel the contract.

Me: Will there be a cost for this? I am happy to return the phone of course and it is all in good condition.

ID Mobile: Kindly be advised that as this is a coverage issue, You will not be charged a termination fee.

After sending the handset back following everything they told me to do they now have passed this on to their complaints team as I was querying when I would get the pac code. The complaints team stated that they have declined the request to cancel without termination fee. I then queried the fact I had it in writing from them that they were willing to do this. I am now waiting for their complaints team to ring me to discuss this. I have all chat logs recorded so I clearly have evidence they agreed to cancel with no termination fee.

Surely the fact that their message to me last Thursday stating that they were willing to cancel the contract with no termination fee will be upheld? Surely they have to agree to that seeing as I have only followed what they have told me to do?

Farway

I suspect you will find the response may be the agent was not authorised to offer this, however in the light of what you say you may get them to let you go but try & keep it polite & not shouty demands, you are looking for their goodwill gestures

How long was your contract, you say you've been with them 3 years, surely it must be close to expiring by now?

Rebs_LDR

I renewed with them last year and coverage became really patchy after that compared to my first 2 years. I have just over a year left. 

Rebs_LDR

Just spoke with ID, they are willing to cancel the contract. I had to give them the delivery tracking number so that their warehouse can match up the handset with the account and then they’ll transfer the account to pay as you go and cancel it down, then they’ll be emailing me a pac code tomorrow.