Suspected Fraud - Contract Stopped

[TracieJ1409]

Ee fraud dept stopped partners new contract due to suspected fraud. Asked us to take id to store. We did that and they didn’t change anything. Partner made a complaint as he was given no information, they just cancelled his contract. He received an email that gave no complaint reference number, it just said they had closed his complaint. 
He still wants a phone, despite being treated appallingly so far, but the wonderful fraud department have put an eligibility limit on his account so he cannot get the phone he wants until that has been lifted. Does not make sense as if they think it’s fraud what difference does the model of phone make?

We have now received a letter from ee telling us they are sorry someone took out a contract in his name and it has now been cancelled and thanks for letting them know!! What??

we have linked in with one staff member who has been amazingly helpful, but even he cannot help get this resolved. I have only just taken out my contract, but if we cannot get this resolved I will be cancelling mine as we will both go back to a Vodafone mobile contract. 

can anyone help as currently ee do not seem to have a clue what they are doing. Appreciate they have to be careful, but how wrong can they be. We took in passport, drivers licence and utility bill and he had his picture taken. We were both previously ee/orange customers for over 20 years and this is no way to treat a customer. 

[Lesley_W · Accepted solution]

Hi @TracieJ1409 

Welcome to our community.

I'm sorry your partner has had this experience and hasn't been given any answers. 

We don't have access to any individual accounts here on the forum, but I'd recommend your partner gets it touch and raises a complaint for this to be investigated. 

There are a few ways, including a webform, if that is easier for him here on our help page Make a Complaint.

Lesley

[TracieJ1409]

Thanks. He did raise a complaint but this was closed by ee the next day via email. No explanation,  no reason, just an email saying the complaint has been closed and a blank space where it said the reference number should be. 

I raised a complaint on Wednesday about this, via my account and received an acknowledgment email but have had nothing since then. 

Thank you for trying, but it is poor customer service by whoever works in the so called fraud department to treat customers like this and to make such a mess of it. Then to write and thank us for letting them know someone had tried to open an account without us knowing is madness. Such a shame as they are letting down the good staff who are helpful at ee. 

[Chris_S]

This certainly isn't the sort of experience that we'd expect you to have @TracieJ1409 

I'm very sorry that you received no explanation about why the complaint was closed on the account.

Did you raise your complaint via the complaints form or via a guide over the phone?

Chris S

[TracieJ1409]

Hi

both were via the agent we were speaking to. 

it seems beyond belief that they can do this when all you’ve done is provide the right information to spend money either ee 

Thanks

[Chris_S]

Thanks for letting me know @TracieJ1409.

I'd recommend using the complaints form to log your complaint, as that will be picked up directly by our complaints department.

They will do a full investigation and get back to you within 7-10 days with a response.

Chris S

[TracieJ1409]

Thanks. Have done that but that’s just too long as this has been going on for almost two weeks. 

can I confirm that there is a 14 day cooling off for new contracts?

thsnks

[Chris_S]

I'm very sorry that it's been going on for so long @TracieJ1409 

It's understandable that you'd want to get a resolution as soon as possible.

If the device was purchased over the phone or online, you'd have the option to return the device as part of our 14 day return policy.

Chris S

[TracieJ1409]

Thanks so much. I got my contract just before he tried, so am looking at returning mine as this is awful customer service from them. 

Thanks again

[Chris_S]

That's understandable @TracieJ1409 

I hope that our complaints team are able to find a resolution for you.

I'd hate to lose you as a customer.

Chris S