Review Time
Absolutely abysmal.In spite of weeks of trying to get a response in other ways, here's what remains unanswered since SeptemberHi [ID Mobile rep],Thanks for your reply, but I need to be absolutely clear: your explanation misrepresents the situation.Stating that I “attempted to upgrade” and that “it appears you’ve taken a new customer offer and created a separate account” suggests this was customer error. It was not. At no point did I log out or create a new account.To demonstrate this, I have repeated the same steps and attached screenshots showing exactly what happens:Logged in: As you can see, I was logged into my account when I pressed the “Upgrade now” button. [screenshots attached to the email, can't paste them here]Upgrade flow: I was taken to a page that continued to show “Upgrade” throughout the process. There was no indication that I had left my account or was signing up as a new customer.Plan selection: I chose the upgrade I wanted, added it to my basket, and checked out. At all stages, the page referred to this as an upgrade, not a new account creation.This is why I strongly dispute the suggestion that I caused the issue. The problem lies with how your system handles the upgrade flow.To resolve this:I am not interested in £10 postage reimbursement (which, incidentally, you did not explain how it would be provided).What I want is either:My phone number moved across and my contract treated as the upgrade I believed I was signing up for, orA meaningful level of compensation that reflects the aggravation, wasted time, and the mis-selling I’ve experienced.The “solution” you are proposing—returning the phone at my expense and starting again—is unreasonable and does not address the problem.Please escalate this matter. I expect a response that either corrects the error and provides the upgrade I selected, or offers a serious resolution that avoids further unnecessary hassle.Regards,Sam Goss
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