Philip K.

I recently decided to change mobile providers and, as I have three numbers, decided to move one at a time. As previously mentioned I took the advice of MSE and tried ID MOBILE. Having spent an inordinate amount of time trying to do the change, I decided that if it was this difficult to get started, how difficult would it be to keep going and so decided that I would cancel ( based on the 14 day /30 day cooling off period). So the following morning I attempted to do just that ie cancel. After two hours I thought that I had managed to do so as I had texts saying that they were sorry I was leaving and as a loyal customer they would like to offer me £10 of my next bill. Weird! I only signed up the night before, had not received the sim card and already had a discount. Interesting way to run a business! I told them that I was leaving and to cancel my deal and to verify that my existing number would not be affected. They verified that. In view of the fact that they had said " good by" and verified my request, think how surprised I was to get an email telling me that my direct debit had been set up. I checked with my bank and sure enough it had. I immediately cancelled and again told ID that I was not having a deal with them and that the DD was cancelled. I gave them a transaction number and a service number both of which they had given me.
No prizes for guessing that I've not heard from them.
This company have obviously got some things right, how to sign you up, how to set up a direct debit, how to avoid direct contact by phone ( I say this because I did ask if they could phone me regarding the mess and the reply was that they couldn't do that as there was no telephony facility available. I'm in the haulage industry but I don't think that I'd tell a customer I could transport their goods but didn't have access to a vehicle). The problem with ID is that they also have many things wrong, no direct contact, no direct contact, no direct contact. Ok, that was a bit sarcy but my point is that if you want people to switch providers then you need to have the direct conversation to start with otherwise the faith that new customer should have in your company is immediately wiped out. Surely in this day and age any company worth its salt understands that the biggest frustration the public has with any large organisation is the lack of contact. It's not rocket science.
So! ID MOBILE! If you want to know how to treat your customers or should I say POTENTIAL customers and actually get the business then give me a call. I'd be more that happy to advise you. Not sure who is in charge if your customer services but they really do need a rocket