terrible customer service & security

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markaylott's review of iD Mobile - www.idmobile.co.uk

★☆☆☆☆

“terrible customer service and security”

Written on: 04/02/2019 by markaylott (22 reviews written)

This review is not for their phone service , but more for their customer service and lack of compassionate compensation.
A third party called them by phone pretending to be me , with my limited security details ( name , address, phone number , and e mail address ) , all fairly easy to get hold of and use over the phone.
They then allowed then to clear security and initiated a new sim card into their handset.
These fraudsters then contacted my bank pretending to be me , and said that they could not access their online banking ( which of course was mine ) and the bank then said that they would send a new access code by text , which of course went to the fraudsters handset. this then allowed them to access my bank account and steal several thousands of pounds.
Although my bank have since refunded this money , I have been put through a complete nightmare of a whole week including several trips to carphone warehouse on the instructions of ID mobile , several trips to my bank , hours and hours of phone calls , and hours and hours of setting up new passwords online.
ID mobile have said that they have investigated the telephone calls and yes it was not my voice on them , but say that they have acted correctly in security ( clearly not in my eyes as had they asked questions that only i know , then it would not of been accessible) and have since offered me a pathetic gesture of goodwill of £100 which taking into account petrol , time , wasted phone calls etc ... should equate to at least 5 times that amount.
I am now warning others before taking out a contract with ID mobile that you should be wary of doing so as their security questions are not adequate and you could then put yourself in a position that you could have your data breached, and i am now cancelling all of my families contracts with them as i can not afford for this to happen to me again , the stress levels have been enormous , and now the worry that it could happen again is still there .
So any potential customers please take this as a warning

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