topic Re: Re: 3rd party fraudulent charges in Contracts & Billing

Re: 3rd party fraudulent charges

ssingh72 — Sun, 03 Dec 2023 19:38:17 GMT

We've had exactly the same on 8th and 10th November, total of £190, did you get this resolved, and if so who took the liability, this is my sons account and he has no charges on his playstation, this is clearly a scam!

Re: Re: 3rd party fraudulent charges

Northerner — Mon, 04 Dec 2023 07:38:40 GMT

Hi @ssingh72

Any charges will be itemised on your bill. What does your bill say.

thanks

Re: Re: 3rd party fraudulent charges

Simon208 — Mon, 04 Dec 2023 09:42:37 GMT

Hi ssingh72,

EE were singularly unhelpful and redirected me to Sony, claiming they were just a middle person, despite me highlighting this was fraud. Sony in turn redirected me to Boku customer support who handle the third party billing between EE and Sony. Phoned them and they agreed to review the account and in 48hours agreed and provided refund(no feedback on how or who). This however was not immediate and refund was promised in 1-2 billing cycles.

Contacted EE with letter from Boku. I cancelled my DD with EE to stop them taking the money for the fraudulent costs and paid directly for what was owed. Thankfully refund came just in time for the next billing round as EE suspended outgoing calls on all accounts till account settled.

There is a maximum initial limit of £240 on third party bills(thankfully). However you can ask for no 3rd party billing functionality from EE, which is helpful as account compromised.

You should also report it to the police as fraud.

Re: Re: 3rd party fraudulent charges

Qinjon — Tue, 30 Jan 2024 19:52:37 GMT

Hello, echoing the other contributors here. I too can see this fraud on my account and EE’s unhelpful approach. I don’t have a PlayStation. They pointed me towards Boku. Next stop is Boku to attempt to get a refund.

Re: Re: 3rd party fraudulent charges

Leanne_T — Wed, 31 Jan 2024 07:59:06 GMT

Hi @Qinjon

Please let us know how you get on after contacting Boku.

You can find full details on third party charges on our Third Party Phone Bill Charges Help page.

Leanne.

Re: Re: 3rd party fraudulent charges

Laurel32 — Fri, 15 Mar 2024 13:34:15 GMT

Hi, I have a similar issue but mine is with 3rd party gambling apps - do Boku handle compliants on this sort of thing do you know? EE have been absolutely no help and have sent me all round the houses.

Re: Re: 3rd party fraudulent charges

Leanne_T — Fri, 15 Mar 2024 13:58:30 GMT

Hi @Laurel32

Thanks for coming to the community.

To get the charges looked into you would need to contact the service provider, if this is Boku please contact there customer support team.

Please see our Charge To Bill Consumer Code of Practice January 2023 CLEAN.pdf (ee.co.uk) for full details.

Leanne.

Re: Re: 3rd party fraudulent charges

Laurel32 — Fri, 15 Mar 2024 14:03:40 GMT

Hi Leanne,

It was Apple and they're saying they cant refund it and EE are saying the same. I have tried speaking to the Phone paid services authority, action fraud, 101, citizens advice, my bank, ofcom and the ombudsman and getting nowhere.

Any advice would be appreciated

Re: Re: 3rd party fraudulent charges

Leanne_T — Fri, 15 Mar 2024 14:06:46 GMT

Hi @Laurel32

What has been charged to your bill, was this a monthly charge for an Apple service?

Leanne.

Re: Re: 3rd party fraudulent charges

Laurel32 — Fri, 15 Mar 2024 14:55:04 GMT

No its a third party app, someone has linked a different apple ID (not mine) to my phone bill somehow.

Basically looking like I am going to have to foot the bill and also having my phone cut off next week because I haven't paid the fraud bill. Which is absolutely outrageous.

Re: Re: 3rd party fraudulent charges

Leanne_T — Fri, 15 Mar 2024 16:02:48 GMT

Hi @Laurel32

I am sorry to hear this.

The Charge To Bill Consumer Code of Practice January 2023 CLEAN.pdf (ee.co.uk) advises the below;

If you feel that your query or complaint has not been resolved, you can make a complaint directly to the Phone-paid Services Authority. Information regarding the PSA including their complaints’ process and their checker can be found on the PSA website, https://psauthority.org.uk/ Please be advised that you will need to provide the PSA with the details of the short code or the name of the Service or company the complaint relates to. The PSA can investigate your query or complaint; however, they are unable to issue refunds. Any refunds must be agreed with and issued by the Service Provider.

Leanne.