ID Mobile Order Cancellation issues

MrSilk

Hi All,

I placed an order on the evening of 9th October 2025 for a Motorola Edge 60 @ £19.99pcm, about 30 minutes after placing the order I saw an advert on Facebook for the same phone for £300.10 from Currys so decided to purchase from there instead. I wen’t on the chat to cancel the order however because it was late in the evening the chat was not available, i thought no problem I’ll wait until the next morning to speak with them.

About 30 minutes later I get a notification from DPD that they have mt parcel, didn’t think much of it because I thought I can cancel it in the morning. 

I spoke to an agent the next morning who said that they had processed the cancellation that I would receive an email within 24 hours confirming this, as expected - no email received. At this point I asked DPD to push the delivery back a week.

On the 12th October I get an email to say my first bill is ready to view (£19.99) and will be taken by direct debit on the 24th October.

On 15th October, I once again speak to an agent through their online chat, this time, the agent said that I have 3 ways to cancel the contract: option 1: Cancel plan (with 30 days notice) - I already cancelled it! option 2: Switch my number to another network using the PAC code and option 3: Use my STAC code to switch to another network and get a new number.

I advised them I don’t have the phone or the SIM, they advised that there is a termination fee of £476.07 if I wanted to cancel, note this is 6 days after I placed the order and the second time I told them I want to cancel it. 

The agent then advised they will go ahead and process the cancellation and there will be no cost, that was after I told them that I had already spoken to someone on the 10th who said they’d cancel it. At this point the phone and SIM where still at the DPD depot.

Fast forward to today, the phone and SIM are being held at DPD depot and apparently are on their way back to Currys (Said this since Tuesday) and no delivery attempts made.

I again, getting slightly frustrated, speak to an agent today who confirmed that the account is disconnected, the £19.99 bill being taken by direct debit and I was charged £8.81, being owed back £11.18, apparently the £8.81 I am being charged is for while the account was active, even though I never used the account (had no way of using it even if I wanted to).

My question is, I told them within 24 hours of ordering I wanted to cancel, was promised twice I’d receive an email confirmation within 24 hours of cancellation (still nothing received), and they wen’t ahead and still took the first months bill out of my account even though I cancelled it.

is this all right or am I going loopy?

t0rt0ise

You can claim the full direct debit money from your bank under the DD guarantee.

MrSilk

Thanks @t0rt0ise I emailed their complaints and they have refunded the £8.81 as a 'goodwill gesture' for all the trouble I've had..

flaneurs_lobster

So you ordered a phone from iD mobile (owned by Currys) to be delivered by DPD.

You then ordered another phone from Currys (owned by Currys) to be delivered by DPD.

After that I rather lost the narrative about which order was not being cancelled and which was being held by DPD.

I hope you got your phone and contract sorted.

MrSilk

Sorry, the whole post was about the phone ordered from iD Mobile (part of Currys), I got the phone outright in the end and managed to cancel the contract