iD Mobile again

SalopHatter

I posted here a few weeks ago regarding a new iPhone - when we received the parcel (delivered by DPD) the Apple box was empty. Someone on here mentioned that the risk doesn't pass to the consumer until the goods are delivered and the contract with DPD is with iD Mobile, not ourselves.

Four weeks on and having gone through the iD Mobile complaints process they are essentially denying any responsibility and saying that it's now for us to take out a civil case with DPD. We are at our wits end - it's Kafka-esque because we cannot prove the box was empty, DPD are saying the parcel was delivered intact (which it was - the box inside the bag was empty) and what's worse, iD Mobile are also saying we owe them £28.99 for the first month's contractual payment (I cancelled the DD) for a phone we have never received. It's astonishingly bad. We've spoken to CAB who have provided a letter template of termination for breach of contract but I fear they will simply refuse.

Is there anything else anyone can recommend we do? 

Thanks in advance...

born_again

Cancelling the DD is going to leave a non payment marker on your Credit History, when the payment is rejected.

powerful_Rogue

SalopHatter said:

I posted here a few weeks ago regarding a new iPhone - when we received the parcel (delivered by DPD) the Apple box was empty. Someone on here mentioned that the risk doesn't pass to the consumer until the goods are delivered and the contract with DPD is with iD Mobile, not ourselves.

Four weeks on and having gone through the iD Mobile complaints process they are essentially denying any responsibility and saying that it's now for us to take out a civil case with DPD. We are at our wits end - it's Kafka-esque because we cannot prove the box was empty, DPD are saying the parcel was delivered intact (which it was - the box inside the bag was empty) and what's worse, iD Mobile are also saying we owe them £28.99 for the first month's contractual payment (I cancelled the DD) for a phone we have never received. It's astonishingly bad. We've spoken to CAB who have provided a letter template of termination for breach of contract but I fear they will simply refuse.

Is there anything else anyone can recommend we do? 

Thanks in advance...

That's a huge error of judgement and unless re-instated, will see your account default. That will have a knock on effect to your credit history for the next 6 years.

SalopHatter

powerful_Rogue said:

SalopHatter said:

I posted here a few weeks ago regarding a new iPhone - when we received the parcel (delivered by DPD) the Apple box was empty. Someone on here mentioned that the risk doesn't pass to the consumer until the goods are delivered and the contract with DPD is with iD Mobile, not ourselves.

Four weeks on and having gone through the iD Mobile complaints process they are essentially denying any responsibility and saying that it's now for us to take out a civil case with DPD. We are at our wits end - it's Kafka-esque because we cannot prove the box was empty, DPD are saying the parcel was delivered intact (which it was - the box inside the bag was empty) and what's worse, iD Mobile are also saying we owe them £28.99 for the first month's contractual payment (I cancelled the DD) for a phone we have never received. It's astonishingly bad. We've spoken to CAB who have provided a letter template of termination for breach of contract but I fear they will simply refuse.

Is there anything else anyone can recommend we do? 

Thanks in advance...

That's a huge error of judgement and unless re-instated, will see your account default. That will have a knock on effect to your credit history for the next 6 years.

Thanks for your helpful comment. Good to know that I've made a "huge error of judgement"...

SalopHatter

born_again said:

Cancelling the DD is going to leave a non payment marker on your Credit History, when the payment is rejected.

Yes I realise that, thanks, but iD mobile told us, at the very beginning, that they would put on hold the DD request whilst the matter was being investigated - and then the first DD payment was taken so I stopped it.
I have now made the payment further to the comments on here but it still doesn't resolve the issue that we're now paying for a phone that was never delivered. The whole situation is appallingly stressful...

tightauldgit

I'd write back and inform them that since you did not contract with DPD you would be unable to take out a civil case against them, re-educate them on the passing of risk and give them one last opportunity to sort the situation out before you take legal action. 

If they still wont play ball you'll have to go to court. 

Jkn58

ID mobile customer service is appalling - the reason I moved elsewhere. I had a problem & despite raising a complaint (with great difficulty) nobody bothered to contact me to resolve this, claimed to have called but no voicemail or missed calls. I went elsewhere, small credit on bill so assumed this would go through to my account using DDR process but no - I actually have to request a refund!! I expect most people don’t bother so they are keeping all these small refunds due to customers. Terrible company - good luck!

the_lunatic_is_in_my_head

Need to follow their official complaints procedure OP and then go to the ombudsman if no joy

https://www.idmobile.co.uk/help-and-advice/complaints-procedure