26-01-2024 05:48 PM
TLTR:
A fraudulent contract for £2,300, including an iPhone 14 Pro Max and Nintendo Switch, was taken out in my friend's name at EE store (hours away from her place). She only discovered this when her direct debit payments spiked. Despite her never authorising this, EE sent OTPs to a secondary phone number on her account, used by her underage son, and the OTPs weren't even opened. EE's lack of thorough identity checks and their refusal to provide CCTV footage raise concerns of potential internal fraud. After facing threats to her credit score and mental health strain, my friend's appeals to EE and the ombudsman have been dismissed.
I am sure this isn't an isolated case and I am looking for people facing experiencing similar story. We're creating a coalition to bring this issue to the media and possibly to court. If you're affected or concerned, join us in this fight for justice. Together, we're stronger!
Full story:
My friend is a single mom of two boys working part-time in London. On July 1st, 2023, someone posing as her entered an EE store in Solihull Touchwood and fraudulently took out a contract on her existing EE account, amounting to approximately £2,300. This contract included an iPhone 14 Pro Max and a Nintendo Switch as an add-on.
She became aware of this matter when she noticed a significant increase in her regular direct debit. Upon contacting EE, she was informed about the activity on her account. EE informed her that on July 1st, 2023, two separate One-Time Pin Codes (OTPs) were sent to one of the secondary phone numbers on her account. EE alleges that the OTPs were used to secure the fraudulent contract. Further investigation revealed that during the window the OTPs were sent to her son's number, no phone calls were made or received by him that could explain the OTP being passed on to the fraudsters. Moreover, the text message containing the OTP was not even opened by her son.
EE has now cut off all her lines after sending her multiple threatening messages, taking actions that will affect her credit score. She has exhausted all possible avenues before considering legal action (which I’d like to pursue) but has been rejected and let down by both EE’s fraud service and the EE ombudsman.
This situation has severely impacted my friend's mental health, and she has now run out of energy to fight the case. Therefore, I am offering my support in trying to resolve the situation.
YOU ARE NOT ALONE: After a limited investigation on my part, I’ve already found a few people facing the same situation just by browsing the EE forum. I am sure hundred+ people are concerned. I now want to join forces, take this to the media, and potentially to court to fight this injustice. TOGETHER, we can be stronger! Join the fight.
Further findings and information on EE's failure to protect their business and customers against fraud:
26-01-2024 07:00 PM
26-01-2024 07:40 PM
Hi @James_B,
Thank for you message (if you are not a bot).
Yes she did raise a complain and her complain has been rejected. Although if you read carefully the full story you'll understand it was unfairly rejected as EE there are many EE obvious security negligences that took place in this case. She is tired has she has been bullied by EE service for 6 months and she has a day job to do and she is a single mom of two kids, but I decided I won't let go, I am decided to not necessarily in that order:
As unlike her I have got time, money and energy.
What would you suggest to shorten this issue, as seriously the moment I'll start to invest more energy into this I'd be probably less willing to solve this with no financial compensation on her side?
26-01-2024 08:17 PM
@Mil3n3 Just to point out EE don’t sell contracts under 18, it’s down to the account holder on who they give a contract sim too if that person is under 18. So as this was an adult taking out the contract and giving it to an under 18 the adult took out that contract so it’s not voidable.
26-01-2024 08:50 PM
Understood @Chris_B which kinda relate to my other point how can EE prove the person who signed the contract is aged over 18 if they did not control the ID of the person who signed the contract off?
26-01-2024 10:19 PM
@Mil3n3 And that’s what you need to focus on. A child can not take out additional contracts even with OTP codes forwarded to their contract number.
EE will not/do not sell contracts to a child. The only problem you have is that anyone could be given a contract sim by the account holder. But still the account holder has to approve the additional contracts and a 2nd line on an account isn’t the primary number on the account that should be receiving OTP codes to approve additional contracts on the account. A 2nd line is a user of the account and the main number on the account is usually in the account holders name so their number should be receiving OTP codes for additional contracts.
I wish you all the best with this.
26-01-2024 10:40 PM
Agreed @Chris_B I created a group of victims on Facebook it's been just a few hours and I already have about 10 people facing the same issue from different area in London. I'll post on a local group of the city where the fraud took place (4.4K members) and see if I can find more victims. As an employee of EE himself confirmed to my friend she was not the only one.
I have an acquaintance working for Sky News I'll reach out to if I/We don't get more movement on EE side int he coming days. I want to avoid that for her as she ha been through a lot of stress already, as I said a single mom of two boys working part time in London who is already struggling with cost of living so defo not afford the luxury of a 2.3K worth contract she did not sign off herself.
If you've got more advises feel free to contact me through MP.
thx
26-01-2024 11:07 PM
EE would not be allowed to give you any CCTV footage. But if police are involved then they will hand this over to the police.
27-01-2024 12:09 AM
@BrendonH yes indeed and conveniently as the police does not get involved in identity theft as:
A grey area in the UK law that EE is well conscious of and therefore is taking advantage of to bully their victim customers when EE themselves did not take reasonable steps to verify the identity of the fraudster/contractor.
Quick reminder here:
An Employee at EE has apparently mentioned the fraud comes from an insider, but still my friend is apparently reliable for paying. Waiting for EE official feedback in the coming days. If they keep silent I'll find other route for the victim to be made justice.
Thank you for your contribution Brendon, I'll get there!
27-01-2024 12:22 AM
I know it's action fraud that deals with this but they are also police.
EE would give them the CCTV but I'm guessing you haven't contacted them