Again, I cannot understand the arrogance of the EE's method for dealing with disputed calls. I have just had a bill showing a call to Jamaica and another to France. I can state honestly and categorically that neither my wife nor I made these calls, nor has anyone had access to my phone. The Customer Services agent I spoke to was adamant that their system was totally correct, and I was wrong. Having worked in the Telecom industry for over 40 years, specifically in the Billing and Customer Services area, I asked for a legitimate investigation that should include:
• Checking whether the call was made from your SIM or device.
• Verifying whether the call could have been spoofed, misrouted, or incorrectly logged.
• Reviewing network logs for anomalies.
• Confirming whether the number was ported, cloned, or compromised.
• Providing you with a clear explanation and evidence, including providing the IP address if itwas VOIP or the cell site information to determine where the call was made from, and if the details from both calls tie up.
The attitude I got was that it was cheaper to waive the money rather than investigate, something I agreed to, as I had not made the calls, but I have requested a detailed investigation, and if refused this, then breaches Ofcom’s fairness requirements. If not investigated, then this could happen again.
