topic Re: Re: Have been charged for a second number that I never signed up for or activate in Contracts & Billing

Re: Have been charged for a second number that I never signed up for or activate

MS2021 — Sun, 26 Nov 2023 20:59:25 GMT

This has happened to me. I had absolutely no idea. I upgraded my phone at EE store in Westfield White City on 5 August 2019. I kept my number and never asked for a second line. I was not informed of a second line. I did not get a SIM for the line I didn’t ask for and didn’t know about. The amount of line rental was only £12.91 per month, so small enough not to raise suspicion when your have extra charges. They can see the account was never used. Unless I get every last penny of my stolen money I will be escalating this to the police. This is disgusting. To be defrauded by staff of a communications company who should be safeguarding me is disgusting.

Re: Re: Have been charged for a second number that I never signed up for or activate

Christopher_G — Mon, 27 Nov 2023 07:43:20 GMT

Hi @MS2021

Welcome to the community.

I'm really sorry to hear about this. Have you spoken to the store in question? What was the second line for?

Chris

Re: Re: Have been charged for a second number that I never signed up for or activate

MS2021 — Mon, 27 Nov 2023 16:47:45 GMT

The second line is a FRAUD! I didn’t ask for a second line, I didn’t know about it, never been provided with the SIM, never used it.

Your customer service asked me to go to the store but store only offered £100.

This is EE stealing from customer

Re: Re: Have been charged for a second number that I never signed up for or activate

James_B — Mon, 27 Nov 2023 17:36:17 GMT

Hi @MS2021,

I'm sorry to hear this wasn't resolved to your satisfaction when you visited your local store.

Please Fill out our complaints form (ee.co.uk) and a member of the team will be happy to look into this for you.

James

Re: Re: Have been charged for a second number that I never signed up for or activate

bristolian — Mon, 27 Nov 2023 17:42:25 GMT

Does this second line appear on your monthly bills?

Re: Re: Have been charged for a second number that I never signed up for or activate

MS2021 — Thu, 30 Nov 2023 02:26:41 GMT

On Monday 27 Nov I escalated it as fraud on the phone. I also went to the store Westfield White City where the store manager wrote about “fraudulent and it malicious extra SIM” on the account. When will I hear from you? What is the email address for a formal complaint? I have been chasing this for nearly 2 weeks now.

Re: Re: Have been charged for a second number that I never signed up for or activate

Christopher_G — Thu, 30 Nov 2023 07:34:58 GMT

Hi @MS2021

I'm really sorry to hear that you haven't hard back from this. If you give us a call on 150, we'll be able to give you an update and open a complaint. There's also a complaint from online that you could fill in. A member of the complaints team would then call you back to discuss this.

Chris

Re: Re: Have been charged for a second number that I never signed up for or activate

MS2021 — Thu, 30 Nov 2023 22:04:11 GMT

Keep completing complaint forms. No one is coming back. Fraud log was made on 27 November. Not a peep since then. Nothing other than people telling me they are sorry.

Re: Re: Have been charged for a second number that I never signed up for or activate

Christopher_G — Fri, 01 Dec 2023 07:41:03 GMT

When did you fill in the complaints form, @MS2021? They're usually in touch within 72 hours.

Chris