I have received charges for add-on data which I did not buy

[callum2006]

I have received charges for add-on data from parts of the world I have never visited. EE will not refund these even though the SIM has never been used. It is a spare card which was installed in a spare phone. There is no call history on the number and yet these spurious data add-on charges have appeared. How can I prove that this was not my phone or card? I suspect the sim and/or phone was cloned. 

[Jon_K]

Hi @callum2006.

I'm sorry to hear this has happened.

Is the account in your name?

Is the SIM card active?

Jon

[callum2006]

Hi Jon. Yes, the account is in my name and has never been activated. When I spotted the charge I asked for the sim to be deactivated, which EE did. I have recently cancelled the sim on 30 days' notice. I did challenge the charge but until I can find the SIM, which is somewhere in my home I cannot prove that it was not this SIM. Fairly sure that it has been somehow cloned. If you look at the usage data on this the number in question ended 0.......393. Would like some help to prove that it was not my usage. 

[Chris_B]

@callum2006   To clone a sim access to that sim is required.  If it’s in your home then it’s not possible to clone that sim.  

[callum2006]

Thank you for that info, I will investigate further.

In the meantime is it possible to track if there is any call history on this number? I cannot find a way to access this through my online account. Can you assist? thank you.

[James_B]

Hi @callum2006,

If you don't currently pay for itemised billing, our Customer Care Team will be happy to check your usage history.

James

[callum2006]

Thank you James I will go back to them and reopen the dispute.