EE Fraud Department contact details

[jayesh4u]

Hi

Is there a direct contact number for EE's fraud department?

I would like to report identity theft done in my name last month.

Thanks in advance.

[Christopher_G]

Hi @Khizarhayat13 

Welcome to the community.

We take security very seriously at EE. If our fraud team have spotted something concerning, they would take action. If you contact our Mobile Care team, they will be able to look into what has happened and discuss it with you further.

Chris

[Danny_125]

EE absolutely do not take fraud seriously. Someone stole my identity and bought a phone from EE and intercepted the delivery to my address. Despite photographic evidence that someone else received the phone, EE pursued me for the debt and threatened to destroy my credit rating. Their fraud team refuse to speak to those who have been victims of fraud and refuse to explain why they rejected my claim. They are under no obligation to declare identify theft as fraud and would rather pursue innocent people. It took the involvement of my MP who contacted EE before they miraculously reversed their decision. I can post the grovelling apology letter they sent. There are 100s of people in similar situations, some of whom have ended up just paying £1000s in costs rather than fight EE.

[Khizarhayat13]

In this case they have de-activated or deleted my account and when I reached the local EE shop, they told me that it was deleted due to a fraudulent activity. I  am so busy with my life, I haven't even thought about EE and why on earth would I do something which would effect my life negatively. On top of that I didn't receive any email, any message. One day I wake up and the signals go off completely. I can't use my phone, my daily life activities are interrupted. It has been frustrating 3 days for me. Would you suggest anything? What should I do next?

[Danny_125]

I would say cut your losses and get a new phone contract with another supplier. I wasted months of my life trying to reason with EE. I rang their executive complaint line every day without any luck. (They’ve now decommissioned that number)

never had a problem with O2

[Khizarhayat13]

Yeah, I think I should do that and I'll convince each and every person I know to not go with EE and even cancel their contract with EE after such a disappointing experience and poor customer service. 

[Christopher_G]

Have you spoken with our Mobile Care team, other than in the store, @Khizarhayat13 

I strongly recommend giving us a call, so that we can look into what has happened.

Chris

[Khizarhayat13]

I am calling them right now as well from my friend's number. It's my 4th call from the past 3-4 days. I don't know if they'll even assist me properly this time and solve my issue. 

[Christopher_G]

Please let us know how you get on, @Khizarhayat13 

Chris

[Khizarhayat13]

They just ask me to go to EE shop each time I call them and, I have scanned my ID 3 times at EE shop. I have given them my proof of address as well this time. They also agreed that it's a fault from their side not my side but still not helping me. I am in a complete distress due to the poor customer service of EE company. They are just wasting my time, I feel like I am just wasting my time as well calling them. 

[Katie_B]

Hi @Khizarhayat13. 

Are you aware if a password was set up on your EE account after scanning your ID?

Was anymore information provided as to why the team can't help?

Speak soon, 

Katie