Unknown charges on mobile bill

[Maddison62]

On my mobile bill I was shocked to see extra charges for £220.37. This was 6 amounts o £36. 45. I phoned EE and was told they were purchases made on my mobile. I didn’t even know you could do this. They were made through a company called foot Locker. EE said I would have to get the money back though them. I can’t believe EE cannot investigate this. Has anyone else had this happen, & how could this happen surly someone would need my phone

[TommyWall]

My money was taken before I had time to cancel the direct debit and stop it happening, what did you say to them on the phone because I keep getting told to wait 72 hours for a call back and never get anything from them 

[Maddison62]

I told them I wasn’t paying the bill until they got it sorted.

Joyce

[wilsonb1]

Hi all! I’ve  finally had a positive response - after the second phone call and being asked to wait for another 72 hours - they also gave me an email address. Once the 72 hours had passed AGAIN with no news, I wrote everything out in an email to chase.

I heard back the next day via email to say that I now have a pending credit for the full amount - I can’t see this but I’m assuming it will come through.

I’ve asked for an explanation of why this happened, because if it’s a data leak or they don’t know why it’s happened - it might be time to move providers! They just kept saying that they had partnered with Adidas (and some other retailers) recently - so are they giving our numbers to them to charge us randomly??

Also no offer of compensation for the fact that they sent me into an unarranged overdraft and no apology?

[TommyWall]

Are you able to share the email you used to sort this? I’m on my third 72 hour wait and not getting much luck with anything I try so perhaps emailing them will help 

[Roroyaboat1994]

Please help! I know I’m not the only one that’s been targeted. I’ve had 6 ‘adidas’ vouchers go through my account which wasn’t me. EE said they’d get back after 72 hours but I don’t have much hope in getting a refund after seeing other similar posts. Anyone else had any luck getting their money back? My bill was over £275 this month. I’m cancelling the direct debit and going to my bank’s financial ombudsman. 

[XRaySpeX]

@Roroyaboat1994 : Join this queue.

[Roroyaboat1994]

Yikes. This is a real issue isn’t it? I hope I get my money back! 

[James_B]

Hi @Roroyaboat1994,

Welcome to the EE Community.

Thanks for contacting Customer Care to report this issue. Our billing team will make sure all incorrect charges are removed from your account.

James

[Roroyaboat1994]

Hi James, when will this happen? I am in my overdraft and currently getting charged because EE never flagged 6 payments as suspicious. Seems it’s hot lots of customers. 

[James_B]

Hi @Roroyaboat1994,

Our Customer Care Team will confirm all the details when they call you back.

James