topic Re: Fraud in Security

Fraud

Gv1969 — Mon, 22 Apr 2024 17:11:59 GMT

Had fraud on my account! Ee let someone get on my account steal my number! There name is still on my account!! Changed all my passwords so getting no answers what so ever !! Been told different things by different people when I phone! Told to wait for the droid team to contact me !!!! When will that be ! How can I run a business ect with no phone and being kept in the dark, it’s a joke

Re: Fraud

Christopher_G — Mon, 22 Apr 2024 17:48:22 GMT

Welcome to the community, @Gv1969

I'm really sorry to hear that you have a problem with your account. You have done the correct thing in contacting our Mobile Care team so that this can be investigated through our Fraud team.

Hopefully you hear from them soon. Please keep us updated.
Chris

Re: Fraud

Gv1969 — Mon, 22 Apr 2024 17:53:31 GMT

It’s a joke ! I’m ment to go to Spain on business and they know this ! Even got sent to a ee shop today as I was told they could help ! Another lye ! That’s another 1.5 hours wasted, even spent 2 hours in the bank as they had my number rang them and said they where me ! Lucky the bank that fraud seriously

Sent from Outlook for iOS<>

Re: Fraud

Gv1969 — Wed, 24 Apr 2024 09:11:06 GMT

still waiting for fraud to contact me !!!! still no phone ! how can i run a business like this ?? just keep get fobbed off ! had to cancel a business meeting as had no phone ! and as EE ga the scammer my number had to sort out new bank cards so have limited access to my bank account !!!

Re: Fraud

Katie_B — Wed, 24 Apr 2024 10:05:01 GMT

Hi @Gv1969.

I understand how frustrating this must be, as soon as the team have fully investigated this you will be notified.

It can take up to 7 days for our fraud department to get back in touch.

More information can be found HERE.

Katie

Re: Fraud

Gv1969 — Wed, 24 Apr 2024 14:23:49 GMT

I can't understand why you don't get any update ! No communication that's

Re: Fraud

Gv1969 — Thu, 25 Apr 2024 08:29:28 GMT

See this is what I mean ! No one at ee helps when they have made a mistake! And a big one at that !!

Re: Fraud

Gv1969 — Thu, 25 Apr 2024 08:30:21 GMT

Why can’t anyone at ee tell me what’s going on !

Re: Fraud

James_B — Thu, 25 Apr 2024 08:52:54 GMT

Have seven days passed since this was reported to our fraud team, @Gv1969?

James

Re: Fraud

Gv1969 — Thu, 25 Apr 2024 08:56:04 GMT

its 7 days tomorrow ! i dont understand why you dont get any updates ! communication !!!! ive rearranged my business trip to spain tomorrow ! as i had to canel it on tuesday as had no phone, no bank cards as EE gave my details away !

Re: Fraud

James_B — Thu, 25 Apr 2024 09:05:07 GMT

Hi @Gv1969,

I understand how frustrating and disruptive it can be when you have been a victim of fraud.

Please allow our fraud team up to seven days to complete their investigation before they provide you with an update.

For more information on the process, please see Fighting Fraud | Cyber Security Help | EE.

James

Re: Fraud

Gv1969 — Thu, 25 Apr 2024 09:10:26 GMT

i dont like 7 days is exceptable ! im running a business ! have a special needs child who needs to get hold of me at any time ! but ee have been told all this and are coming across they dont care, where quite happy taking this months payment even though i have no service !!! if i dont get contacted tomorrow ( 7 days) how do i contact the fraud team ?? i cant !!! i will ring EE and you will send them an email !!!! great !!!!!!!!

Re: Fraud

James_B — Thu, 25 Apr 2024 11:23:19 GMT

Hi @Gv1969,

Our Customer Care Team will be able to check the progress of your case if you don't receive an update soon.

James

Re: Fraud

Gv1969 — Thu, 25 Apr 2024 11:26:29 GMT

tomorrow is 7 days ! customer care team say they dont have a number for the fraud team !! they just email !!!! i just dont get that !!!!

Re: Fraud

James_B — Thu, 25 Apr 2024 11:32:47 GMT

Hi @Gv1969,

If you don't receive an update within the seven day timescale required for fraud investigations, the team will be able to escalate the issue on your behalf.

James

Re: Fraud

Gv1969 — Thu, 25 Apr 2024 11:34:57 GMT

will ring tomorrow !! i know whats going to happen !

Re: Fraud

Gv1969 — Thu, 25 Apr 2024 13:44:58 GMT

How will they contact me ? By email? As they have cut me off !!!!

Re: Fraud

Christopher_G — Thu, 25 Apr 2024 17:32:54 GMT

Hi @Gv1969

Did you give some contact information when you reported this to our Mobile Care team?
Chris

Re: Fraud

Gv1969 — Thu, 25 Apr 2024 18:16:58 GMT

They should have all my information I’ve been with orange/ee for over 35 yrs! I rang for 5 days in a row

Re: Fraud

Gv1969 — Thu, 25 Apr 2024 18:21:10 GMT

I also gave someone my lads mobile number