Beware of fraudulent upgrades with EE
On 27/10/23 I called EE to cancel a contract for my phone ending 4373 from my number ending 5707 (both EE lines). At 19:46 on the same date a call was placed to EE from a different number cancelling this request and ordering an upgrade which should have been a red flag to a well trained operator. Furthermore, at 20:07 I received a call to phone ending 5707 claiming there were calling in connection to my request to cancel my contract which coincides with the time the fraudulent upgrade was being processed and an OTP used to pass security. This leads me to believe that my details were leaked by a staff member inside EE who is fully aware of their internal security processes and is able to identify customer targets for these scams. It is the role of the company EE to recognise unusual requests and listen to customers when they complain and allege that they did not sign a contract. EE then sent an Iphone to my address which I returned the following day to address / label provided to me by EE What'sUp , apparently fraudulent again, as EE claims they never received it. After my complaint, there was no investigation to find out what actually happened and this has resulted in the debacle that has ensued which has now ended in my details being passed to a debt collection agency.
I feel that EE did not investigate my complaint thoroughly enough to establish what I had stated which was that I did not place an order for an upgrade on the same day as a genuine cancellation request. I assume their calls are recorded for training and compliance purposes and these two calls placed on the same day asking for conflicting requests could be listened to which would prove I was in fact a victim and not a perpetrator of fraud. Also the fact I immediately asked for the number to be blacklisted means the upgraded phone is of no use to anyone so why have my details been passed to bailiffs to collect for a service which EE have themselves blocked at my request?
Complaints Department refused to acknowledge fraud and referred my details to debt collectors. So, I have no phone, no contract and am being expected to pay £1,776 only because EE upgraded a contract in my name following a fraudulent call.
