On Monday the 16th of October I received a FINAL DEMAND letter from a company called ID Mobile stating that I owed them in excess of £130 for a mobile phone contract and that the contract had been suspended until paid in full and that if it is not paid in full then the debt would be handed over to a debt recovery company.

THE PROBLEM: I have never heard of ID Mobile and I have never had a mobile phone account with them.

I quickly searched the internet and it became apparent that reading the Community section of their website that hundreds and hundreds of people have had the same issued over the last two to three years.

ACTION: I contacted Action Fraud and advised them of the fraudulent mobile phone account which has been established in my name and they provided me with a crime reference number, advised me to check my credit score and contact ID Mobile immediately to make them aware of this issue.

Upon checking my credit score, I could see that the mobile phone contract was taken out in April this year via The Carphone Warehouse and that whoever set up the contract has been paying the bill every month so far.

Fortunately it has not had an adverse effect on my credit score yet but it may....

ID Mobile do not have a Customer Services contact telephone number so everything has to be done via 'Online Chat' which was extremely frustrating...
I was asked to provide the mobile phone number and other information associated with the account which I could not do because I did not set up the account and did not have the information....
After almost a hour of online discussion I provided them with the Action Fraud reference number and I was advised that the account had been suspended and the matter was be passed onto their Fraud Department for investigation.
Additionally I was advised that this would take up to 30 days and that assuming that the account had not been set up my me, the debt would be cleared and the account would be removed from my credit score.

I insisted that they provided me with a telephone number so that I could express my unhappiness to a real person and eventually I was given a Customer Complaints number (0800 049 2402).

I called the number and eventually spoke to someone in a call center and expressed my concern regarding the whole situation especially as there are hundreds of people online who have experienced the same issue.

Again I was advised that it would be investigated and then I would be advised of the outcome.

I immediately reviewed my online banking which showed no payments leaving my account to wither ID Mobile or the Carphone Warehouse which was a relief...

ID Mobile and the Carphone Warehouse are both owned by Currys and it is clear from reading the massive amount of comments online reporting the same issue that they have a serious ongoing issue with a possible data / security breach as well as poor security checks when setting up a new mobile phone contract.

It is obvious that ID mobile are no doing anything about such issues and I am considering reporting them to Citizens Advice.

Additionally this is a lesson to everyone to set up a free Credit Score check and keep a close eye on it.....


  • PHK
    PHK Posts: 1,141
    First Anniversary First Post Name Dropper
    ID Mobile are doing exactly what they would be expected to do. 

    When an allegation of fraud is made they have to investigate. Just as any other company in a similar position would do. Including banks. 

    It’s a big jump in logic to say they have a security breach. You should let the investigation take place. 
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