topic Re: Question about setting up direct debit over the phone in Security

Question about setting up direct debit over the phone

sintotoby — Thu, 08 Aug 2024 18:40:49 GMT

Hi everyone. Today I called to purchase a new SIM card with a data plan and asked them to transfer my phone number over as well. To establish the direct debit payment for the mobile data plan, the staff on the phone told me to key in my debit card details (including the card number and security code). They also asked me verbally on the phone about other details (bank account, sort code, and expiry date of my debit card).

I thought it was a bit weird and counter-intuitive as I don't know if the person on the phone can view my card details if I key in the numbers, they just said it would be inputted automatically on the system. Does anyone know if this is common practice for EE? Should I be worried about a potential scam?

Thank you very much.

Re: Question about setting up direct debit over the phone

bristolian — Thu, 08 Aug 2024 18:56:36 GMT

If anything, this is more secure than giving details to a human being.

I've experienced this setup with other companies, but more so with offshore call centres. By entering payment details on your phone's keypad, they're inputted directly into an automated (and secure) payment system, bypassing human eyes.

EE are particularly good at having UK-only call centres, but the principle stands.

Re: Question about setting up direct debit over the phone

Peter_W — Fri, 09 Aug 2024 08:37:47 GMT

Good morning @sintotoby

Welcome to the EE Community 😊

When you take out a contract with us and we need to take a payment, often we'll send you out a unique payment link.

This is a secure page that links directly with our systems, and as @bristolian highlighted the sales Guide wouldn't be able to see full details like your 3 digit security code.

Just to be 100% sure though, which number is it you called to speak with our team?

Peter