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

[Leanne_T]

Hi @srh123 @Maddison62

Thanks for coming here. 

Please give us another call on 150 and the team will get the charges looked into for you and let you know what these charges are for. 

Thanks. 

Leanne. 

[Maddison62]

I'm waiting on a call back to see what's going on

Joyce

[Leanne_T]

I see @Maddison62

Let us know how you get on. 

Leanne 🙂

[Maddison62]

Hi all this is the message I received from EE this morning: 

Hi Joyce

Apologies, this is still ongoing. We have had numerous customers face the same issue so we are actively looking in to the problem but it may be another couple of days. Once the balance comes back to us I will put it in dispute. I will keep you updated as soon as i hear anything.

Thanks
I hope all those concerned have cancelled their DD.

[Marc1231]

My partner has had the same thing done to her. EE werent terribly helpful which was pretty unhelpful. We will be taking it as far as we can with EE and other governing bodies.

The website just says to take up with 3rd party but says it was bought in the Myee app. Does anyone know how or where these actually are purchased from? Feels sensible to discuss on PM rather than publicly advertise how to scam EE customers but we couldn't figure out how to buy them anywhere.

[Maddison62]

Hi, refuse to pay this, I told them I wouldn’t be paying, it’s between you & EE. I cancelled my DD until it’s resolved.

[Leanne_T]

Hi @Marc1231

Do you have any add-ons showing in your My EE that are chargeable? 

Leanne.

[Marc1231]

In the process of taking up with footlocker and they don't want to know and say its EE problem. 

Hi Leanne 

I'm not sure what you mean? It's my partners account and she has been charged via her additional line which is for her 84 year old father since her mum died from covid.

There have been 6 charges of £36.79 for adidas vouchers, the EE website billing says these are purchased via the My EE app, we couldn't find them on EE website or the MyEE app for either of our accounts (I have my own). To be honest EE customer service weren't interested but it's down to them to recover there own money.

Look forward to hearing from you. Let me know if you need anything else

[Leanne_T]

Hi @Marc1231

Thanks for coming back to me. 

I would suggest your partner gives us a call again on 150 and get this looked into further. 

Leanne. 

[Sbunn75]

So apparently EE cannot help with this, it happened on my sons account who is autistic and doesn't even know what or who footlocker is, I have checked all his emails and messages and he hasn't clicked on anything he shouldn't because if he does he owns up because he is worried of getting in trouble!! I rang EE twice now first time told nobody can help 2nd time told that a manager would call me back as I have asked for letter of deadlock to go to the financial ombudsman was told Thursday 6th Oct a mananget would ring me back, and still no phone call!!