International calls to India

[Nicolette13]

Two years on and I have exactly the same problem as mentioned - International calls to India which I have definitely not made amounting to £133 charged to my account. I was offered a 50% waiver but have refused this and have registered a complaint with Ofcom. If you had a resolution to your dad’s issue I would like to hear from you. Also if anyone else has had a similar situation. My biggest concern is that there is lack of security in the system that allows this to happen. 

[Leanne_T]

Hi there @Nicolette13 

Thank you for coming to the community. 

Have you opened a complaint and been in contact with a guide to get the charges investigated?

Leanne.

[Nicolette13]

Yes I have Leanne. There is no further avenue available at EE unless you have an internal fraud department that I can talk to. Your guides and complaints department have all been very polite and professional but there is obviously a company directive to repeat that the system shows the calls are valid whatever I say as a customer. 

[Leanne_T · Accepted solution]

Hi @Nicolette13 

Thanks for coming back to me. 

You've done the right thing raising the complaint the complaint guides are the best team to investigate the call charges. 

If you would like to discuss this further please get back in touch with the team. 

You can find information on the complaints process in the EE Complaints Code of Practice - March 2024

Leanne. 

[bristolian]

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@Nicolette13 wrote:

My biggest concern is that there is lack of security in the system that allows this to happen. 

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The device & SIM combination is recorded against every call made.

[XRaySpeX]

OFCOM don't handle individual complaints. You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .