topic Re: I have received charges for add-on data which I did not buy in Contracts & Billing

I have received charges for add-on data which I did not buy

callum2006 — Wed, 11 Jan 2023 10:25:06 GMT

I have received charges for add-on data from parts of the world I have never visited. EE will not refund these even though the SIM has never been used. It is a spare card which was installed in a spare phone. There is no call history on the number and yet these spurious data add-on charges have appeared. How can I prove that this was not my phone or card? I suspect the sim and/or phone was cloned.

Re: I have received charges for add-on data which I did not buy

Jon_K — Wed, 11 Jan 2023 12:29:26 GMT

Hi @callum2006.

I'm sorry to hear this has happened.

Is the account in your name?

Is the SIM card active?

Jon

Re: I have received charges for add-on data which I did not buy

callum2006 — Wed, 11 Jan 2023 12:43:32 GMT

Hi Jon. Yes, the account is in my name and has never been activated. When I spotted the charge I asked for the sim to be deactivated, which EE did. I have recently cancelled the sim on 30 days' notice. I did challenge the charge but until I can find the SIM, which is somewhere in my home I cannot prove that it was not this SIM. Fairly sure that it has been somehow cloned. If you look at the usage data on this the number in question ended 0.......393. Would like some help to prove that it was not my usage.

Re: I have received charges for add-on data which I did not buy

Chris_B — Wed, 11 Jan 2023 13:37:02 GMT

@callum2006 To clone a sim access to that sim is required. If it’s in your home then it’s not possible to clone that sim.

Re: I have received charges for add-on data which I did not buy

callum2006 — Wed, 11 Jan 2023 14:05:03 GMT

Thank you for that info, I will investigate further.

In the meantime is it possible to track if there is any call history on this number? I cannot find a way to access this through my online account. Can you assist? thank you.

Re: I have received charges for add-on data which I did not buy

James_B — Wed, 11 Jan 2023 14:47:24 GMT

Hi @callum2006,

If you don't currently pay for itemised billing, our Customer Care Team will be happy to check your usage history.

James

Re: I have received charges for add-on data which I did not buy

callum2006 — Wed, 11 Jan 2023 17:16:43 GMT

Thank you James I will go back to them and reopen the dispute.