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 ! 

[20YearsWithEe]

Is there a link please? I really want to try and get back the money they have taken from me!?

[Customer13]

Hi 20YearsWithEe,

When I had this problem I found a link in 1 of these community pages but because EE support staff hate it when actual support is offered it has been removed!

I emailed Boku who are the company used for Sony's billing. Their email is support@boku.zendesk.com

Explain that you have had payments taken through your mobile service provider without your knowledge and you are requesting the refund asap, it'll get credited back to you rather than cash.

I had a pretty quick response from them so hopefully you'll have the same, let us know how you get on please!

It's disgusting that this is still happening, I raised 3 complaints with EE and they closed all of them without an appropriate response to them, they simply do not care.

[20YearsWithEe]

Thank you so much!!! Yes EE are shocking! 5 contracts waving goodbye to them! Sky for us from now on! 

The fact they know my bill would never be over £300, yet they didn’t flag it and contact me, it’s never gone over £70 let alone the £500 they’ve ended up taking! Disgusting! I have been sharing this far and wide so I hope other EE customers never go through the same, or potential new ones don’t bother with them!!

[Customer13]

If you haven't already call EE and ask them to add what is called a charge to bar on all your numbers, it stops 3rd party apps/companies charging your account for services.

EE actually consider this an optional extra, I have argued to say every contract taken with them should automatically have this protection but they don't want to know.

It's not their problem if a customer gets charged, in 1 of their replies it was inferred the whole situation is my fault for not thinking to have this already added to my number. Silly me for thinking EE would think to make sure a customer is protected against fraud.

Keep us updated, it is helpful to hear people do have success.

[Cakey1975]

Contact Boku I got money back even tho it was after the deadline ee were no help what so ever 

[Cakey1975]

Google Boku and fill in the details good luck 

[20YearsWithEe]

Yes! 🙌🏻 One of the customer service advisors (Hannah) was so rude and obnoxious to me! She wanted to just ‘close’ the case to which I asked her to escalate this as I am taking it to the ombudsman. She reluctantly agreed but I am yet to see the documentation of the complaint she has apparently raised!!! 

Anyone thinking of joining EE, do yourself a favour and ABSOLUTELY DO NOT!!!!!

[Amanda_Bren]

Hiii, 

Did you get your issue resolved? I've experienced the same problem with my daughters phone. I contacted EE to Bar future charges. I was then advised to contact Sony. Unfortunately, I contacted the wrong department and assumed it was PlayStation. They have advised me to go to Sony support and also Boku and left a  Zendesk Ticket. I will keep everyone updated 🙂

[Customer13]

Hi Amanda_Bren,

Yes I had a very swift reply from Boku when I contacted them, depending on when your billing period is you'll receive it as credit on your bill for this month or the next.

Did you have a playstation account or not?

[Amanda_Bren]

It's only happened recently. When I checked for extra charges, I automatically assumed my daughter had been on the PS Store spending happy but the last transaction was March. Fingers crossed it will be resolved soon.