Sony unauthorised payments

[Cakey1975]

Looks like this is a problem with Sony taking money via EE has anyone ever been refunded as EE say it’s not their problem basically and to contact Sony can’t get passed the BOT with Sony as I don’t have an account any help appreciated as we have had 4 payment taken out in 1 min ! 

[bristolian]

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@GinnieB wrote:

I've got the same issue - 4 x £39.99 taken within 2 minutes on 12th Jan with ref:  B Sony. ....I thought I'd capped and additional spending at ZERO.

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Charge-to-bill services are not covered by the spend cap facility - https://ee.co.uk/help/mobile/manage-use/pay-monthly/set-up-and-manage-spend-cap - and should normally rely on a password, PIN or OTP having been entered.

[M_Cat]

I contacted BOKU on 21st Jan, got an automated reply with a support request number and have heard nothing since. I tried to call them a few days later and it went straight to voicemail. I left a message and have heard nothing.

Has anyone actually got a refund through BOKU and how long did it take? Do you have a phone number for them where someone actually answers?

[M_Cat]

The phone and email contact for Sony are not in this link, only Google, Microsoft and Apple. Please can you provide the phone and email contact for Sony here.

[SteveMead69]

Hi, when I initially contacted Boku they tried to fob me off with my daughter had done it. Without a playstation and sitting next to me at a restaurant for a birthday it was not her. It was only when I gave them the crime reference number they changed their attitude.  I urge everyone who has had money stolen to report it to the police / Action Fraud and get a crime number. If they can sweep it under the carpet they will. With a thousand identical crimes being reported you would hope they will have do something to stop it at source.

Although Boku eventually returned the money to EE. I had to call EE several times to get the money back in to my bank account (at 30 minuites wait per call) . Not happy with EE and have requested PAC for mine and all of my familly mobile. We are moving provider. 

Congratulations  EE you've lost at least 4 customers and I'm not likely to recommend to others as well.

Regards 

Steve

[M_Cat]

Thanks Steve - I did already report this to Action Fraud and I have a crime number so I will email that to Boku. It is so emotionally and physically draining having to do all of this - for the amounts involved, the companies should just refund immediately once they have verified the charges. It is not worth them losing customer goodwill and hundreds or even thousands of pounds of future revenue with customers/recommendations by saying there is nothing they can do or ignoring the complaint completely

[rassi79]

Hi how did you get the refund?

[Customer13]

Hi rassi79,

The refund was added as credit, unfortunately it's quicker to have it as that than attempt to try get cash or a bank transfer.

Must add that I have now left ee after nearly 22 years starting with orange then moving to them once ee took over. There's been many occasions where the poor customer service of this company has nearly pushed me out the door but have to say this incident made my mind up for me.

It's hard to believe there are still people having this happen to them despite ee knowing full well that this is occurring, it doesn't dawn on any of the advisors that security is something a customer expects automatically.

The ones who monitor these forums are no help at all, I've noticed in this thread the only thing they seem to want to do is try point out ee isn't responsible without trying to provide some customer service to get a solution. 

Keep on at boku as they are the only ones capable of providing help, good luck 👍

[S7orm]

They tried our account 18 times in 1 hour and 12 successfully at £19.99 each. 

you have to contact Sony and then BOKU. 

we then had to get a crime number from local police so that boku will investigate and refund. 

absolute joke. 

[SharpAndBlunt]

Same, I’ve had 250 charged to my account in one evening, EE say they can’t do anything about it dint know what it is and have no reference!!

[Customer1916]

Hi there, 

I got hit with the same scam about six weeks ago but only realised two weeks ago when I checked my  bank account and saw the EE phone bill charge. 
It was on my teenage son’s line, six charges, 4 at £39.99 and two at £19.99 to Sony PlayStation. My son doesn’t have a Sony PlayStation nor an account with them.

As with everyone else who has been hit, I spoke with EE who have been unhelpful tbh in so much as not taking any blame but did email me the list of transaction ID’s, I then got passed to Sony, got through to them, they passed me onto Boku, who never answered the phone. I reported to Action Fraud and got a crime number then emailed both bits of information to Boku at least twice and I’m still waiting for a reply. Next stop is the financial ombudsman. Shame on EE for having such gaps in security and not having a flagging system for unusually high bills.