topic Re: Fraud team . in Mobile Services

Fraud team .

HalimaRaj34 — Tue, 07 Mar 2023 17:47:22 GMT

I have been with EE for so many years. From no where they cancelled my two contracts. When I started to conversate on EE services they then informed me that there had been credit card fraud. Which I was not aware of .

They advised me to go into the shop and verify my ID which I did. They then told me to pay my bill by bank transfer . Which I did. Then I was told to email the fraud team. I did this . They said it will take 5 working days to get a response. They do not have a phone number to call them directly. They have not responded. I am losing out on business. Because that was my business line . I just think it would have been nice for them to at least call me and let me know that my contract had under gine some discrepancies ?

What should I do now. I do not want to lose my numbers ?

Re: Fraud team .

Leanne_T — Tue, 07 Mar 2023 17:51:58 GMT

Hi there @HalimaRaj34

I am very sorry to hear this has happened and thank you for completing all the steps that have been requested from the fraud team.

How long ago did you send the email was this longer than five working days?

Thanks.

Leanne.

Re: Fraud team .

HalimaRaj34 — Wed, 08 Mar 2023 15:55:03 GMT

Hi Leanne

Yes the first email was on the 27th of February. So 5 working days have gone and still no response from the fraud team . I have since then emailed them 2 more times.

I am scared of losing my two numbers and contracts that they have cancelled without even informing me .

Thank you for responding

Regards

Halima Rajab.

Re: Fraud team .

Leanne_T — Wed, 08 Mar 2023 15:58:18 GMT

Thanks for coming back to me @HalimaRaj34

I have sent you a private message on the community for some extra details.

Speak to you soon 🙂

Leanne.

Re: Fraud team .

AKT111 — Wed, 12 Apr 2023 14:54:18 GMT

I really hope you found an answer.

I had a similar experience...purchased a contract Phone/Line from EE, which was canceled within 48 hours of purchase. No explanations . When I followed up with customer care online, I was told there was a fraud - which I know nothing about - and no one cared to provide any additional details. I was asked to go to the nearest EE store with ID proof to verify my identity - which I did promptly but the problem was not addressed for me. The only solution they offered was for me to return the phone i bought to Channel Returns. Such an embarrassing experience.

Re: Fraud team .

HalimaRaj34 — Wed, 12 Apr 2023 15:04:55 GMT

Hello . I did not let it go. It took me 4 weeks or so without any communication but I escalated . There is a kind gentleman who responded from EE and within 24 hours I had my phones working again . I will look for this email and send to your inbox. Also whilst we do that have you emailed the fraud team . That was the next step I did . Even though they receive your email they say they will respond to you in 5 to 7 working days. Let me know if you have done this. If not I will send you the fraud team email . I know how it feels and I am so sorry your going through this .

Re: Fraud team .

AKT111 — Wed, 12 Apr 2023 16:25:46 GMT

Unfortunately, I have not contacted the fraud team. I did not even know that was the next step to take. The folks with Customer Service (both online and at the store) didn't know what to make of the matter and what exactly to advise me other than wish me good luck with resolving the issue.

Kindly share the fraud team's email address, and appreciate you also pointing me to the individual or unit who helped you restored the phones.

Thank you.

Re: Fraud team .

HalimaRaj34 — Wed, 12 Apr 2023 17:07:52 GMT

IDFraud@ee.co.uk

Send an email to this address. Also I hope someone from EE will read your article and respond because that is what I did. If they do not respond with in 7 days . Let me know and I will see if I can find the gentleman's address meanwhile .

I am not very IT so it takes a but of time to respond directly and we can try working on this problem together ❤️

Re: Fraud team .

AKT111 — Wed, 12 Apr 2023 18:44:43 GMT

Thanks for your help. I have emailed them.

Best Regards.

Re: Fraud team .

Katie_B — Thu, 13 Apr 2023 05:48:00 GMT

Good morning @AKT111.

Welcome to the community.

I am sorry to hear this is happening, I would really like to help get this resolved for you.

When you visited your local store with photo ID are you aware if this was confirmed on your EE account?

Speak soon,

Katie

Re: Fraud team .

AKT111 — Thu, 13 Apr 2023 09:16:06 GMT

Good morning @Katie_B .

In addition to being asked to go with proof of ID to the store, I was also asked to tell the Customer store staff to call Customer Service to discuss the case.

At the Store, the staff confirmed my identity as well as put a call through to Customer Service, and the issue was discussed at length. Unfortunately, the feedback from Customer Service was that there was little or nothing that could be done further at that point since the line has been canceled. Apologies were offered and I was advised to start the purchase process all over again - after the phone must have been returned and a refund for the payments previously made had been processed.

Thanks.

Re: Fraud team .

Katie_B — Thu, 13 Apr 2023 09:54:44 GMT

Thanks for getting back to me in such detail, that is super helpful @AKT111.

I have sent you a private message more details.

Speak soon,

Katie