iD mobile & SIM charges

Gynx

Interesting one for anyone legally interested, be good to know where people think the costs should lie here.

I ordered a new handset and contract via Mobiles.co.uk (iD mobile is the operator). I placed the order on the 10th of July with requested delivery on the 14th of July (The next day I would be available to receive it). I got the order confirmation via email.

On the 13th of July, I received another order confirmation email. Different order number, phone number, IMEI, new DPD tracking number etc. I did NOT place this order or give them any permission to do so. Thought this was a bit odd, but lets see what turns up.

14th of July, I get a message from DPD saying sorry they missed me even though I was sat inside all day waiting for them. (For both orders, even the one I never placed or gave permission for them to create)

I needed the phone for a birthday on the 15th of July so rang Mobiles.co.uk to cancel both orders and explain the second was never even meant to exist.

I sourced the same mobile elsewhere locally.

Mobiles.co.uk confirmed both orders were cancelled. The second one that I never placed was returned by DPD without ever being received or even attempted at delivery. The first one was then delivered on the evening of the 15th of July.

After getting a returns label, it was also returned via DPD on the 16th of July.

Mobiles.co.uk have confirmed both handsets were returned successfully & provided so far, one of the two handset upfront costs. I am chasing the other one.

The meat of this post though is what iD mobile have done.

They have sent me a pair of final bills with costs starting from the day after I placed the order.

Given one order was placed without my permission (and presumably they held onto my card details without permission either) and the other was cancelled before even being received after they failed an agreed delivery date, can they legally charge for the service being active whilst the phone and SIM's were in the custody of DPD ?

Surely it is iD mobiles choice to activate the SIM on despatch and not when the end user can actually use the benefits of the contract they have agreed to.

Is this not fundamentally against the concept of the 14 day cooling off period ?

flaneurs_lobster

In summary, Mobiles have sent you a couple of SIMs which were activated on dispatch.

It's not unusual for mobile companies to do this.

Both SIMs have been returned and you've received Final Bills with a part-month/whole month(?) charge.

You are going to have to deal with iD and persuade them to (perfectly reasonably) waive the charges, not the easiest of tasks since all their CS is by live chat and they are (IME) useless.

Gynx

Essentially yes

They are holding firm in their position that I am liable from dispatch, even though both were cancelled before being received (with one never even being ordered by me).

They state the cost is allowed as the line was live & I was therefore able to use it.

Difficult, considering I didnt have the sims or handsets.

Obviously with most contract issues I have seen, normally an exchange of value must take place, e.g. I must benefit in someway and become liable for a charge. A SIM, mid transit is of no benefit to me.

flaneurs_lobster

https://forums.moneysavingexpert.com/discussion/comment/82087064#Comment_82087064

Agreed it's not logical (or fair) but this has come up on several occasions before. Networks would rather get you connected at the earliest possible rather than going through a further activation process.

Are they trying to charge you a significant amount? If it ain't much then consider biting the bullet, non-payment will probably lead to bad-debt markers and dealing with iD is just soul-zapping.

Gynx

https://forums.moneysavingexpert.com/discussion/comment/82087072#Comment_82087072

Nothing significant

£2.97 on the one I never ordered or received
£7.79 on the one I had in my possession for 20 hours

Tempted to ask for a deadlock letter & jump straight to the ombudsman rather than complaint Tennis with their customer services. They been made aware of the issue, my complaint & I have a complaint reference number.

Will hopefully get to that point before any debt collection deadlines.

Playing with fire