topic Re: Number on bill I’ve never called in Mobile Services

Number on bill I’ve never called

Louj80 — Tue, 02 May 2023 09:55:57 GMT

Calls lasted seconds, and totalled £54 approx 10-12 calls. They were made late at night, but I’ve never called it? Tried googling number but nothing comes up. According to bill it’s a USA number.
I’ve only just noticed the charges as bill came out of bank overnight. I’ve been away and didn’t check bill. (Number called was a week before I was abroad)
anyone else had this?? And how do I prove I never made the call?

Re: Number on bill I’ve never called

Chris_B — Tue, 02 May 2023 06:13:40 GMT

@Louj80 You can not prove you didn’t make the call. You’ll be best of speaking with customer services about this.

Re: Number on bill I’ve never called

Leanne_T — Tue, 02 May 2023 07:14:03 GMT

Morning @Louj80

Thanks for coming here.

Please call us on 150 and the team will get this looked into for you and see what they can do to help.

Leanne 🙂

Re: Number on bill I’ve never called

bristolian — Tue, 02 May 2023 16:51:11 GMT

Do these calls show in your phone's call log?

Re: Number on bill I’ve never called

Louj80 — Thu, 04 May 2023 06:10:33 GMT

I deleted it about 2 weeks after the ‘calls’ I spoke to cust services who said that 2 texts went out to same number….text log not deleted and no sign of them.
they told me they can see the calls we’re apparently made from my phone, and basically said I must have made them, i def didn’t!!!I told them I was concerned phone had been hacked. But you could tell he didn’t really believe me….he refunded 50% of the costs back.

Re: Number on bill I’ve never called

Louj80 — Thu, 04 May 2023 06:16:02 GMT

I did, trouble is I’ve no way to prove I never made the calls. He didn’t really believe I didn’t make them, as it apparently shows the calls (and 2 texts too I found out) being made on my handset.
he blamed the fact I was going on holiday a week later abroad and it was something to do with that.
Anyway he reluctantly refunded 50% of the cost, But I’m concerned my phone was hacked.

Re: Number on bill I’ve never called

James_B — Thu, 04 May 2023 06:47:14 GMT

Hi @Louj80,

On the day the calls were made, did you call any businesses by tapping a link on their website? Perhaps when organising your trip abroad?

0061 is the international dialling code for Australia if that helps.

James

Re: Number on bill I’ve never called

MrGDSwift — Sat, 02 Dec 2023 13:13:17 GMT

i have had to he same on my bill - 3 calls and totalling £78 for calls to the US - I definitely did not make these calls. Even went to the ee shop and when he called the number it was out of service

EE have refused to refund me these bogus calls and cannot tell me how these calls were added to my bill

I am now escalating to OfCom and will be leaving EE after 12 years as this could happen again and would not be resolved

very frustrated with this - it’s not fair and if this is happening to others we need to find out the source

Re: Number on bill I’ve never called

Leanne_T — Sat, 02 Dec 2023 15:46:46 GMT

Hi @MrGDSwift

Thanks for coming to the community.

Have you spoken to the complaints team for these call charges?

Leanne.

Re: Number on bill I’ve never called

MrGDSwift — Sat, 02 Dec 2023 17:44:59 GMT

Hi ya

Yes called 3 times - first not logged, second as a complaint and 3rd to ask why they txt to say case was closed
No refund at all but more worryingly that this could happen again - I’m at a £78 loss now

They offered no solution or even tried to ascertain who was called in the US and how it happened - and I am 100% sure it was not me who dialled

What can I do?!
Sent from my iPhone

Re: Number on bill I’ve never called

XRaySpeX — Sat, 02 Dec 2023 18:33:12 GMT

@MrGDSwift : OFCOM don't handle individual complaints.You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Re: Number on bill I’ve never called

Sherri92 — Wed, 27 Dec 2023 14:29:11 GMT

This happened to me ! All calls to random US numbers totalling £480.00! I looked up all the numbers and they all say scam, etc. EE refused to help and said that the calls were connected and came from my phone , despite me saying I did not make them and providing them proof of all of the evidence I found online that they were scam numbers. I even offered to get my university to provide an email stating that the calls were made when I was present in class! EE we're not interested in helping so I have now had to go to the ombudsman . I will also be leaving EE after 20 years, might I add 20 years with myself NEVER making an international call. EE are awful now, their customer service and obvious reluctancy to help is appauling . I've advised everyone I know to also leave EE incase this happens again .

Re: Number on bill I’ve never called

James_B — Wed, 27 Dec 2023 16:35:00 GMT

Hi @Sherri92,

Welcome to the EE Community. 🙂

Were the calls listed in your phone's dialler app?

James

Re: Number on bill I’ve never called

KMS1066 — Mon, 26 Feb 2024 14:25:11 GMT

Had this same problem in Dec 23 (1 call charged at £35.19) and Jan 24 (2 calls charged at £82.11 and £39.10). All to same number in USA - which categorically I have NOT dialled. Time of calls were made were when I had phone with me at work. I only spotted the anomaly due to the size of this months (Feb 24) bill. They appeared as itemised Extra Charges. I had missed the Dec 23 occurrence and it was customer services who told me about that one as well

I spent hour and a half going back and forwards with their agents, tech team, and eventually escalated to management. They categorically stated again and again that what I was describing could not happen. Yet they eventually refunded 50%. I got my plan capped to avoid extra charges (the only way I could use to ensure the transatlantic number in question could not be dialed again).

Throughout I got the clear feeling that they thought I was pulling a fast one to refund some expensive calls, despite me never making any in the past, or exceeding my plan allowances in the past like that.

Re: Number on bill I’ve never called

MrGDSwift — Mon, 26 Feb 2024 22:42:08 GMT

They told me it was only me!

ask f or a dead lock letter if they won’t refund

then send to ofcom and hopefully they’ll refund it

and find out who is scamming EE!!

maybe Horizon is the operating system 😂

Re: Number on bill I’ve never called

XRaySpeX — Mon, 26 Feb 2024 22:51:28 GMT

@MrGDSwift wrote:

then send to ofcom

Not Ofcom! It's EE's ADR provider, Ombudsman Services, that you go to to appeal with the deadlock letter.

Re: Number on bill I’ve never called

Leanne_T — Tue, 27 Feb 2024 07:49:29 GMT

Hi @MrGDSwift

Please see our Regulatory documents and codes of practice for the EE Complaints Code of Practice for details on who to contact regarding your complaint.

Leanne.

Re: Number on bill I’ve never called

KMS1066 — Tue, 27 Feb 2024 09:10:00 GMT

I have raised a complaint about these rogue calls/charges through the EE online complaint form, so will see what that leads too. I have also raised an Ofcom monitoring entry (see Monitoring form | Ofcom (salesforce-sites.com) where the circumstances of my issue have been captured and reported. Ofcom cannot act on individual complaints like this, but the monitoring entry at least means they have a record of my consumer experience - "the information you provide will help us monitor consumer issues, and could lead to us launching an investigation into a particular company."

Re: Number on bill I’ve never called

CraigMcG — Tue, 21 May 2024 13:29:46 GMT

I have had exactly the same issue. Almost the same amount. to a number 0016023831200 - my phone bill was massively inflated and I've never called this number

Re: Number on bill I’ve never called

MrGDSwift — Tue, 21 May 2024 13:43:07 GMT

Hi ya

This really needs to be escalated- I went to the ombudsman but they concluded it was not EE at fault

I definitely did not make the calls but they technically called me a liar and I did not get a refund.

I have since left EE and feel robbed of around £70

Please feel free to use my name - Graham Swift - as someone else who had the same problem/ theft

Cheers

Sent from my iPhone