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 ! 

[Stevemu7]

This has happened to me too. £189.94 in less than an hour. EE bounce me to a number / email that doesn’t work. The website has a bot that I can’t get passed.

This is fraud EE and you are part of it. I have stopped my direct debit. For this payment to happen surely an authorisation should be done to the number in question!! 

I can not believe you allow this to happen. 25 years on Orange / EE, that is soon to be over. I’ve been trying for 3 days to get this resolved and I am getting nowhere. 

If you are reading this because it’s happened to you, then please pause your EE direct with the bank, stop 3rd party transactions by texting ‘bar’ to 150. Then prepare to be disappointed with EE!!

[Katie_B]

Hello @Stevemu7. 

Thanks for coming here. 

I am sorry to hear you have received charges on your account that you are not familiar with. 

Do the charges show from Sony on your EE account?

Is there a short code provided?

Speak soon, 

Katie

[Stevemu7]

Katie_B, 

Details below.... 

Category: App Store

Ref: B Sony

Contact details: 0203 5382 665

The phone number doesn't work. The email bounces back. EE point me to Sony but you can't get hold of them. This is fraud! But EE will not put me through to the fraud department as they do not accept my word as a paying customer for over 20 years. 

I am not an isolated case, why is EE allowing this to happen! Can they not see that no authorisation or approval to Sony was sent from the number in question? Some help would be appreciated EE!!!

Honestly I am so disappointed. 

[Katie_B]

Hello @Stevemu7. 

Thanks for getting back to me. 

Does a short code show near the charges on your bill?

What email address are you sending your email to?

This is something that Sony will be able to investigate. 

Katie

[Stevemu7]

No codes next to the charges 

ive Been using the email you give to everyone.

[Linzi_H]

Hi @Stevemu7 

I've removed the image above as this contained some of your personal details. 

What happens when you call the number 02035382665? It looks like the opening hours for this are from 11am, so you might want to try again then. 

I've seen they also have a live chat option 👉 Contact us open from 8am-7pm today. This showed up when choosing the refunds option. 

You'll definitely need to speak with Sony directly, as they are the company that's charged you through your mobile number. They'll be able to run through each charge and what this was for. You can also let Sony know you no longer want to be billed using your mobile number, they should be able to update this too and remove it from your payment method. 

Linzi  

[Stevemu7]

The number when in service answers and says this number is no longer in service, the chat bot on the website will not allow you to proceed because I don’t have an account. 

why do I need to contact Sony when EE paid them off my account without my permission? As mentioned before this is not an isolated case it’s clearly fraud. Who when buying games puts it on their phone bill instead of a payment card!!! 

[Linzi_H]

You must have your mobile number set up as your payment method @Stevemu7, so please make sure this is updated moving forward. Only Sony will be able to discuss the charges with you, as our team does not have access to what has been purchased. The only details we have are shown on your bill. 

If all numbers are not working on their contact page, please call our team and they can try to help further.

Thanks,
Linzi 

[Stevemu7]

I don’t have a PlayStation or Sony account! So why would I have it set up as my payment method? 

[Customer13]

Hi Stevemu7,

It's been a while since this issue happened to me, hopefully the process to get your money back will be the same.

Boku are the billing company that Sony use, you'll have to email them and explain what has occurred. You won't get the money refunded to you though, it'll come back as credit.

Contrary to what the ridiculously inadequate support say on here Sony won't help either as you don't have an account with them, if you did the refund process would be quick and easy. Once you get a response from Boku I would suggest raising a complaint with the ombudsman as EE refuse to accept any blame for their lack of security around this issue and won't even entertain a complaint.

Best of luck, keep us updated!