topic Re: Problem with proof of barring in Android Devices

Problem with proof of barring

Dompaul — Wed, 05 Jun 2024 07:29:19 GMT

So recently i've claimed on insurance with barclays tech pack (likewize), EE has sent me all proofs but they keep rejecting the proof of barring, saying its not showing up on their system as being barred i've called up EE many times now and for whatever reason it seems they can't blacklist a device externally as i check the imei number on every other site the IMEI comes up clean and the insurance company keeps putting the blame back on EE.

Here is the insurance company's latest email to me:

"Equipment Identity Register) which tracks when a device is barred and when any bars are removed by networks. Your device currently shows no bars are active on it. I am unable to comment on why this is as Likewize does not have the ability to place a network bar on a device, we can only blacklist a device to prevent resale but this differs from what the networks are able to do so if insufficient to support your claim. This is because blacklisting the device would not block the device from being used on UK based networks.

Please contact EE further to resolve this issue. Once this has been done and the phone is barred then we will be able to progress your claim."

Really need help regarding this matter.

Kind regards Dominic.

Re: Problem with proof of barring

Dompaul — Wed, 05 Jun 2024 07:32:00 GMT

Did you ever find a solution to this issue as I'm going through the exact same thing with the same insurance company regarding the proof of barring, please let me know.

kind regards Dominic

Re: Problem with proof of barring

Christopher_G — Wed, 05 Jun 2024 08:46:42 GMT

Hi @Dompaul

Welcome to the community.

Did the proof of barring document show that we've barred and blacklisted the device? That's all we can do from our side and is standard practice for lost/stolen devices.

Chris

Re: Problem with proof of barring

Dompaul — Wed, 05 Jun 2024 10:54:15 GMT

Hi chris

Yep all the letters ect you guys have sent me i've forwarded to the insurance company however it seems only on your side the phone is blacklisted, on their side or any imei blacklist checker online the device is coming up as "clean" and they are unwilling to process the claim as they adamant you guys can do this.

Thanks

Dominic

Re: Problem with proof of barring

Christopher_G — Wed, 05 Jun 2024 12:53:29 GMT

OK, thanks @Dompaul

If you speak with our Mobile Care team, they'll be able to double check that the correct device is blacklisted and re-send any proofs.

Chris

Re: Problem with proof of barring

Dompaul — Thu, 06 Jun 2024 11:05:11 GMT

Unfortunately getting the same letters as i've already gotten from thr care team won't help me, the phone is not coming up blacklisted on any other database as blacklisted apart from your internal database

Re: Problem with proof of barring

Christopher_G — Thu, 06 Jun 2024 12:44:41 GMT

OK, thanks @Dompaul

I've sent you a private message to get some information from you. Please take a look and get back to me.

Thanks

Chris

Re: Problem with proof of barring

JK2377 — Sun, 30 Jun 2024 00:21:42 GMT

I’m in exactly the same position and referring Likewize to the financial ombudsman. Did you ever get this resolved?

Re: Problem with proof of barring

Dompaul — Mon, 01 Jul 2024 12:21:02 GMT

Unfortunately not, still going back and forth apparently likewize has said to me that EE has only half barred it only blocking it on their network and no other network apparently i spoke to someone from likewise that use to work for Ee

Re: Problem with proof of barring

LJO11 — Wed, 11 Dec 2024 12:46:21 GMT

Hi @Dompaul

I am in exactly the same position with likewise and EE. Did you manage to get a resolution? I am particularly interested to hear from anyone who has taken this to the ombudsman and what the outcome was.

thanks in advance for any advice you have

Re: Problem with proof of barring

Peter_W — Wed, 11 Dec 2024 15:23:52 GMT

Good afternoon @LJO11, thanks for reaching out to us here on the Community 😊

I'm sorry to hear you've been having so much trouble in getting this sorted out, how have things been left with you most recently when speaking with our team?

We'd always aim to get this resolved for you before it needing to get to the point of the Ombudsman, but this option is absolutely available if you exhaust our complaints process and feel you are unable to move forwards.

Peter

Re: Problem with proof of barring

LJO11 — Wed, 11 Dec 2024 17:41:03 GMT

Thanks for replying @Peter_W . The last time I spoke to EE yesterday they again said my device was blacklisted but escalated it to a manger. Terri the lady I was talking to me then told me that she had been told to blacklisting my device in a different way and had done that. I confirmed with her that she had actually changed something to which she said she had. She supplied me again with a proof of blacklisting.

i have sent this to likewise and I am awaiting their response from the claim validation team. If it is rejected again I don’t know what to do next. I came onto the forum to see if anyone had encountered the same problem, and it appears they have, and what was done about it.

I don’t even know where to look to check the national database or even if I can. That is the most frustrating part. I would really appreciate any help or advice you may have.

Re: Problem with proof of barring

Peter_W — Wed, 11 Dec 2024 17:47:37 GMT

Thanks @LJO11, we don't have access to accounts via this forum to check up on this, but if you do continue to struggle with Likewize we'll do our best to put you in contact with the best people that can help.

Please keep us posted on how you get on.

Peter

Re: Problem with proof of barring

Dompaul — Wed, 11 Dec 2024 18:45:13 GMT

So got a response from financial ombudsman and apparently it's EE fault with the data they gathered they could see the phone was blacklisted then taken off for whatever reason they told me to do a new case against EE...

Re: Problem with proof of barring

LJO11 — Wed, 11 Dec 2024 19:18:55 GMT

@Dompaul

So have you managed to get a resolution or are you still fighting this?

Re: Problem with proof of barring

LJO11 — Fri, 13 Dec 2024 18:45:45 GMT

The last attempt at blacklisting by an EE employee has worked. Despite being assured each time that my device was blacklisted I was lucky enough to talk to the right person. She had never heard of this problem before but when she asked her manager they had. She told me she had blacklisted my phone through my account in a different way and it has worked.

I am sure given the complaints about this EE could get this issue communicated out with a solution to it ie screenshots of how to black list a device so that it is not only barred on EE but shows on the national database.

Unfortunately for anyone else reading this I don’t know which screen she accessed so I wouldn’t be able to give you anymore information than I have above.

Thanks for everyone’s help and advice.

Re: Problem with proof of barring

Rach_H — Sat, 14 Dec 2024 08:50:26 GMT

Hi @LJO11

Thanks for letting us know that this has been sorted for you now. I'm sorry this has taken this long, but I am hopeful the most recent guide you spoke with has sent some internal feedback, so we can update this process.

Rach