Getting charged for an account that's not mine.

[Spikusminimus]

Hi there,

I'm on here as a last resort because I've just discovered that I have been paying for an EE mobile account that is not mine.  EE claim that I ordered a SIM card but I definitely did not and the number they claim it relates to has never been activated or used.  However, I was still billed monthly and have racked up over £300 charges!  The EE fraud team refuse to investigate claiming there is no fraud being committed as my name is on the account.  How can I have an EE account that I have no knowledge of and be held accountable for charges for no service requested or delivered.   If I cancel the account EE say they will go through debt recovery  - this is a nightmare and is making me ill.

[Shiv66]

This exact same thing has happened to me - except the direct debit has been taken out monthly for the last 12 years.  i have never received a bill for the whole 12 years. I have a live EE account for a number that I have authorised - this is for a second phone for a number i do not recognise and have ever used.  EE have just fobbed me off with 6 months refund and an apology. I I have been a lifetime EE customer with both mobile and broadband - after more than 20 years with same I feel absolutely scammed. This now amounts to about 4k that they have taken from me. I completely emphathise with how this is making you ill.

[Shiv66]

This exact problem happened to me.  The direct debit has been coming out of my account for 12 years. EE have tried to fob me off with 6 months back pay - they cannot show or prove that I authorised this direct debit. because it goes back for so long the fraud team have deemed it not to be fraud because records do not go back far enough. I am raising it with the Ombudsman - if this happens to you beware.  I have spent days trying to get this resolved to recieve just a an apology from EE.  I have been a customer with EE for over 20 years - I honestly feel scammed.  

[XRaySpeX]

@Shiv66 : & for 12 years you never noticed this DD coming out your bank a/c? Don't you bear a great responsibility for leaving this for so long?

6 months back refund is most generous on the part of EE.

You can't go to the Ombudsman directly w/out raising a complaint with EE. You can make a formal complaint to EE & if you don't get satisfaction after 6 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .