topic Re: EE Fraud / Sony PlayStation Unauthorised payment in Security

EE Fraud / Sony PlayStation Unauthorised payment

RMG_7 — Sun, 17 Nov 2024 15:01:43 GMT

Hi

Please can you help me.

My daughter is an EE customer and on the 17th October when she was in bed and her phone was in another room, Sony charged to her phone 6 x charges, see below totalling £223.94. This a noticed when my recent bill was paid.

We have no contact texts from either EE nor Sony NOR DO WE EVEN OWN A SONY PLAYSTATION!!! This was a fraudulent, illegal and was authorised by EE as far as I am concerned and in this instance an innocent child is the victim which is not good and EE NEED TO PAY ATTENTION as it is Sony this time, who / what next..?

Please can you reimburse these unauthorised charges immediately as I want to avoid going down the legal route (but have spoken to local police re this fraud) which will incur more cost and will take time but I am prepared to do this as these costs I cannot afford to pay and it causes financial
Stress. My trust in EE as a service provider for my children is now in question. I have tried to call the Sony customer service number on my bill but is constantly closed.
Future more, this needs to be urgently addressed by EE to safeguard other vulnerable children (and adults) All 3rd party charges should be automatically checked for verification by EE before payment is made, either by text or via the EE App.

Re: EE Fraud / Sony PlayStation Unauthorised payment

Northerner — Sun, 17 Nov 2024 18:49:16 GMT

Hi @RMG_7

You need to be 18 to have an EE contract. If the contract is in your name then you as the bill payer are responsible.

You don't need to have a playstation but it maybe related to an app or service downloaded. What does the itemised billing say exactly.

As this is a customer forum you'll need to speak to EE CS on 150 about this issue. I recommend reducing any spend cap and entering a payment code authority on the play/apple store on their phone.

Thanks

Re: EE Fraud / Sony PlayStation Unauthorised payment

Katie_B — Mon, 18 Nov 2024 15:33:55 GMT

Hello @RMG_7.

Thanks so much for coming here.

I am very sorry to hear this has happened on your daughter's device.

Information on Charge to Mobile can be found by visiting our Charge to Mobile Help Page, this will provide you with a detailed explanation on how charge to mobile works and how this can also be stopped. These are not EE services and the charges have been applied by the company that provided them.

To prevent charges outside of your allowance you can text BAR to 150 from the EE device or if you do not have access to the device, give us a call and our customer care team will be happy to help get this applied.

To look into a refund I would recommend speaking directly with Sony, their contact information can be found by visiting their contact us page.

Please be sure to keep us updated, fingers crossed this is resolved for you soon.

Katie

Re: EE Fraud / Sony PlayStation Unauthorised payment

Nick______ — Sat, 04 Jan 2025 14:41:23 GMT

Hi RMG_7, sorry to hear you've been the victim of unauthorised charges. I've just become aware that my child's phone has incurred similar charges.

EE seemed very uninterested. Sony less so.

Did you manage to get anywhere on solving this problem.

Thanks

Nick

Re: EE Fraud / Sony PlayStation Unauthorised payment

Gwbw — Mon, 24 Mar 2025 21:47:26 GMT

Hi, this has happened to us. Exactly the same thing. 6 charges all on the same day.
we have not purchased anything from Sony, no apps, no nothing at all. Also it was done on the contract for our daughter, she leaves her phone at home and was at school, these charges were at 1pm in the afternoon.
we are getting the run around from EE and Sony. We will have to go to the Ombudsman as this is really upsetting and has set us back with our finances considerably.
Did you eventually get your money back?

Re: EE Fraud / Sony PlayStation Unauthorised payment

Leanne_T — Tue, 25 Mar 2025 09:00:36 GMT

Hi there @Gwbw

I am very sorry you have these charges on the bill and understand how upsetting this would be for you.

You have done the right thing reporting these charges to Sony to get looked into, if you have had no update from Sony, please get back in touch. Our Third Party Phone Bill Charges Help page has full information including a link to charge to mobile code of practice which has full information on what EE is responsible for.

To prevent any further charges outside of your allowance you can text BAR to 150 from the EE device or if you do not have access to the device, give us a call and the team will get this applied for you. The team can also help if you need support with the bill payments whilst this is being looked into.

Thanks.

Leanne.

Re: EE Fraud / Sony PlayStation Unauthorised payment

Julia115 — Sat, 26 Apr 2025 11:53:18 GMT

The same has just happened to us. I’m finding it so difficult to resolve and can’t see EE or Sony taking responsibility for this type of fraud. We also don’t have a PlayStation account - our number has been used fraudulently.

Re: EE Fraud / Sony PlayStation Unauthorised payment

Katie_B — Sat, 26 Apr 2025 11:58:00 GMT

Hi @Julia115.

Welcome to the community.

I am sorry to hear you have these charges on your bill.

Have you been able to contact Sony directly? they will be able to investigate this for you.

As previously mentioned by @Leanne_T, to prevent further charges outside of your allowance you can text BAR to 150.

Our customer care team are also around for support with your bill whilst this is being looked into, please do not hesitate to get in touch.

Katie

Re: EE Fraud / Sony PlayStation Unauthorised payment

Tomillie11 — Thu, 01 May 2025 20:22:54 GMT

I have just realised this has happened to my daughters mobile also. Sony charged 5 payments at the same time on one date costing £39.99 each time. My daughter is 10yrs old. How can I get these payments back ?

Re: EE Fraud / Sony PlayStation Unauthorised payment

Christopher_G — Fri, 02 May 2025 07:17:08 GMT

Hi @Tomillie11

I've replied to your other post about this. Please take a look.

Chris

Re: EE Fraud / Sony PlayStation Unauthorised payment

Robie533 — Mon, 19 May 2025 12:11:17 GMT

We have just literally had the same problem that we have only just noticed on last bill. 10 payments in 6 minutes to Sony playstation and we do not have a playstation!

Now sat in a queue waiting to speak to someone at Playstion Sony, so would be very interested to hear if any of you managed to get this problem resolved and refunded?

I have spoken to EE this morning and they say that our daughter's phone should have received text messages about the billing, but I am unable to check until she gets back from school!

Re: EE Fraud / Sony PlayStation Unauthorised payment

Rich1865 — Sun, 08 Jun 2025 12:27:21 GMT

It’s happened to my daughter too this weekend, I have now cancelled my direct debit, I have not authorised these payments on the account (I’m the account holder) I will seek legal action simple as that!

Re: EE Fraud / Sony PlayStation Unauthorised payment

Christopher_G — Sun, 08 Jun 2025 13:30:40 GMT

Hi @Rich1865

Welcome to the community.

I'm sorry to hear that you have a dispute with some charges on your account. I recommend following the advice on @Leanne_T's post above.

If you've cancelled your Direct Debit, I also recommend speaking with our Customer Support team to let them know.

Chris

Re: EE Fraud / Sony PlayStation Unauthorised payment

Besselsleigh23m — Mon, 30 Jun 2025 12:39:52 GMT

OMG, I am glad to know I am not the only one scammed. THe same story - my daughter's phone, x4 charges at 39.99 each, within two days, two of each charges are made at the same minute. £160 bill. EE has just advised me to find out with Sony, but I can see from the threads here it is not working. Anyone has any update on this scam please? Thankfully, I checked my DDs this morning and cancelled my DD, but I am worried I will not be able to settle this and it will affect my credit.

Never had playstation or account there, and have the same troubles reaching them - email listed by EE is not longer working, Chat requires ID which I do not have. THank you

Re: EE Fraud / Sony PlayStation Unauthorised payment

Christopher_G — Mon, 30 Jun 2025 12:57:15 GMT

Hi @Besselsleigh23m

Welcome to the community.

I definitely recommend speaking with our Customer Service team, especially since you've cancelled your Direct Debit. They'll do their best to help you with the payment side while you contact Sony about the transactions. If you would like them to, they can also open a complaint against your EE account.

Chris

Re: EE Fraud / Sony PlayStation Unauthorised payment

Besselsleigh23m — Mon, 30 Jun 2025 12:59:24 GMT

Thank you, EE has referred me to Sony, but I can see from the threads here it is not helping as impossible to reach Sony. I've now contacted BOKU and hope it will be resolved.

Re: EE Fraud / Sony PlayStation Unauthorised payment

Rich1865 — Mon, 30 Jun 2025 13:03:23 GMT

Hi Christopher

I have paid her bill of £63.01 today but am not paying the fraudulent charges, this is not my problem but yours.

Kind regards

Re: EE Fraud / Sony PlayStation Unauthorised payment

Rich1865 — Mon, 30 Jun 2025 13:09:14 GMT

Yes I cancelled my DD and have paid her last outstanding payment for her phone only, i am not paying the fraud charges and frankly EE should not be telling us all to take it up with Sony as it is them who have the problem, our young children are not the bill payers so they should ask the account holder not send a TEXT to a child. Utter disgrace and I will not be paying it ever!

Re: EE Fraud / Sony PlayStation Unauthorised payment

Besselsleigh23m — Mon, 30 Jun 2025 13:23:38 GMT

100% agree. Expecially looking there are so many victims to this scam here already - does EE care about its customers even? I cancelled my DDs with EE, and will pay manually for the phone only

Re: EE Fraud / Sony PlayStation Unauthorised payment

CdJ1 — Thu, 10 Jul 2025 04:20:26 GMT

Good morning

I am the account holder and have just received my bill from EE and against my daughters account she has also been charged in June payments to Sony exactly the same as int his forum. I am worried about this happening again also I need the monies reimbursed.

This is a scam that seems to be happening to EE accounts and surely needs to be addressed.

Please advise how I get this stopped and how do I get my monies refunded.