topic Re: FRAUD in Security

FRAUD

CORD2 — Mon, 18 Sep 2023 14:09:18 GMT

I have become a victim of fraud which is causing me untold anxiety and sleepless nights. I have been a customer of yours for many years.

I have always signed up to a sim only contract and did so in May 2023 for 24 months. Somehow someone has been able to change my contract to something else by upgrading it and i am now been charged almost 4 times my usual monthly payments. When i renewed my contract in May i received email confirmation of this and as far as i was concerned that was done and dusted for the next 24 months .

EE is now taking money out of my account which I have not authorised and this is causing issues with my back and overdraft facility .

I have reported this to CS but I do not have confidence in this process and need a tel no to speak to the relevant department for this to be cleared up.

Re: FRAUD

CORD2 — Mon, 18 Sep 2023 14:02:28 GMT

I have become a victim of fraud which is causing me untold anxiety and sleepless nights. I have been a customer of yours for many years.

EE is now taking money out of my account which I have not authorised and this is causing issues with my back and overdraft facility .

I have reported this to CS but I do not have confidence in this process and need a tel no to speak to the relevant department for this to be cleared up.

Re: FRAUD

CORD2 — Mon, 18 Sep 2023 14:13:44 GMT

I have become a victim of fraud which is causing me untold anxiety and sleepless nights. I have been a customer of yours for many years.

EE is now taking money out of my account which I have not authorised and this is causing issues with my bank and overdraft facility .

I have reported this to CS but I do not have confidence in this process and need a tel no to speak to the relevant department for this to be cleared up.

Re: FRAUD

Katie_B — Mon, 18 Sep 2023 14:16:00 GMT

Good afternoon @CORD2.

Thanks for coming here.

I am sorry to hear the impact that this is having.

What was advised when you spoke with our customer care team?

Are you aware if this has now been passed over to our fraud team?

Reporting this to customer service is the right thing to do, this will be looked into and someone should be back in touch.

Speak soon,

Katie

Re: FRAUD

CORD2 — Mon, 18 Sep 2023 14:32:36 GMT

Hi,

I was told this will be passed to yhe fraud team.

Sent from Outlook for Android<>

Re: FRAUD

CORD2 — Mon, 18 Sep 2023 14:34:08 GMT

How long does this take and can you confirm this has been done

Re: FRAUD

Katie_B — Mon, 18 Sep 2023 14:34:10 GMT

This has been passed to the relevant team @CORD2.

Please be assured that this will be getting looked into and a member of the team will be in touch.

Have you been provided a timescale?

Katie

Re: FRAUD

CORD2 — Mon, 18 Sep 2023 14:37:36 GMT

Was told 7 days. I am so worried

Sent from Outlook for Android<>

Re: FRAUD

Katie_B — Mon, 18 Sep 2023 14:40:27 GMT

Hi @CORD2.

I understand how worrying this must be. Our fraud team will be working on this and as soon as they have a response they will be back in touch.

This could even be before 7 days.

When did you report this?

Katie

Re: FRAUD

CORD2 — Mon, 18 Sep 2023 14:45:27 GMT

last Thursday

Re: FRAUD

Katie_B — Mon, 18 Sep 2023 14:47:38 GMT

Please allow the time frame provided for the team to fully investigate this @CORD2.

If you have not heard anything come Thursday, please come back here and let me know.

Katie

Re: FRAUD

CORD2 — Mon, 18 Sep 2023 15:09:40 GMT

Thanks and much appreciated

Re: FRAUD

CORD2 — Tue, 19 Sep 2023 13:04:02 GMT

Hi,

I received this today. Can you tell me if this is from the investigators?

Rgds

Cordelia

Sent from Outlook for Android<>

Re: FRAUD

Katie_B — Tue, 19 Sep 2023 13:06:16 GMT

Hi @CORD2.

Nothing has come through.

Are you trying to attach a screenshot?

Katie

Re: FRAUD

CORD2 — Tue, 19 Sep 2023 13:09:02 GMT

Sent from Outlook for Android<>

Re: FRAUD

Katie_B — Tue, 19 Sep 2023 13:13:57 GMT

Hi @CORD2.

I'm sorry that's still not coming through.

What does the message say?

Katie

Re: FRAUD

CORD2 — Tue, 19 Sep 2023 13:20:31 GMT

Mod edit: [please don't post personal details on the community].

Re: FRAUD

Katie_B — Tue, 19 Sep 2023 13:21:12 GMT

Hi @CORD2.

I have removed the screenshot after reading as it has your personal email on and this is a public forum.

Have you accepted delivery for a phone?

Katie

Re: FRAUD

CORD2 — Tue, 19 Sep 2023 13:30:02 GMT

Never. I have always had sim only contracts with you guys.

I always buy my phones outright.

Thanks for protecting my details. Not sure how this worked.

Sent from Outlook for Android<>

Re: FRAUD

CORD2 — Tue, 19 Sep 2023 13:31:35 GMT

can you tel me if the fraud investigation has been concluded or has this come from someone reading the notes