Good afternoon everyone,
Thought I'd just put something in here to update on the complaint I'd put in.
From the 1st response I had EE have inferred me, the customer, is at fault for what has happened here because I did not have something in place to block my number being used by a 3rd party.
If you don't have what is called a charge to bar added to your number then anyone can place your number in the 3rd party apps/site and charge services to you without any verification at all.
I responded to the, less than adequate, reply by stating how are customers to know that something which should 100% be automatic, is actually an optional extra, therefore EE does not provide that security a customer thinks is already in place to prevent fraud.
The responses I've received from that have just parroted the first reply, EE say they do provide security, they are not at fault and it's simply the 3rd party that needs to beef up their security.
3 different people have said this, which just goes to show how woeful the training is at EE in regards to customer service. How can a customer be blamed for having fraud committed against them when EE do not have a facility to inform the customer fraud has actually taken place, I had to wait for money taken out my account to find out these charges were on my bill!
They have now stopped replying completely even though I have said to not close the complaint as their responses have been unsatisfactory, needless to say EE have lost 5 customers now once our contracts are ended.
In short, if you haven't already, I would call EE and have this charge to bar added to your number, it is incredible that you have to ask for it to be added.
Has anyone received their money back yet?
