EE takes no accountability for stolen phone fraud charges

[EKlon1555]

Anyone else being made to chase Google Play charges - EE claiming they cant do this. Charges made After phone reported stolen. 1 hour wait to report it stolen. Whats crazy is the lies - several calls saying i will get the charges removed, UNTIL they got my payment of over £240 in direct debit - now finally after days of calling got info EE cant / wont fix.  Anyone know how to get someone to care?  Otherwise pursuing Ombudsman for Complaints and small claims court thanks

[bristolian]

---

@EKlon1555 wrote:

Otherwise pursuing Ombudsman for Complaints and small claims court thanks

---

ADR schemes, the Ombudsman included, will only accept individual customer complaints that have exhausted a provider's own complaints scheme or are deadlocked.

Small claims court judges will often expect claimaints to treat legal action as a last resort, thus exhaust any ADR scheme first.

Thus you'd be well advised to follow EE's complaints process first, and then follow ADR referral if that fails to rectify. https://business.ee.co.uk/help/make-a-complaint/ 

Incidentally, without knowing more details - I'd have thought Google Play charges could be incurred by anyone with access to your Google logins, whether via your phone or otherwise.

[Chris_B]

@EKlon1555   And have to spoken to google as they are the ones billing you, EE is only the payment method via the phone bill.   

[EKlon1555]

Thank you so much to take the time to advise.  I did raise complaint, then they closed it (no idea why) i reopened so now waiting - for "someone to contact you" been 3 weeks, but thanks - will see when this process is done before any next steps. I dont have a Google account i guess someone can steal the number and get services. what i complained about is the charges coming through After i reported it stolen. EE should have kept line blocked but stupidly sent me an open SIM card.  Anyways, thank you again for your info.  

[EKlon1555]

struggling to fill out form for Google as it’s not associated w my gmail and I don’t have a Google play account. Can keep trying 

[bristolian]

---

@EKlon1555 wrote:

Thank you so much to take the time to advise.  I did raise complaint, then they closed it (no idea why) i reopened so now waiting.

---

If you're not happy with the resolution given (for whatever reason) then either request a deadlock letter, or wait until the 8week clock runs out - then refer to external arbitration.

Google billing is, as far as I can remember, based on your account login (i.e. an email address) not your phone number.

[EKlon1555]

Thank you for your advice. Appreciate it. It just burns me. They said they’d fix it but turns out they won’t and lied and said it had to be on bill first then just took the amount on DD. This must happen so often. It’s so bad there is no help. Banks sort you out usually w fraud. Lesson learned.