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

[Maddison62]

I was locked out today also. I’m still waiting on a refund hopefully I should hear sometime this week.

[James_B]

Hi @Sbunn75,

What was full description of the charges on your bill?

James

[Marc1231]

My missus was locked out yesterday, We called EE they didn't really want to know until I said we have done everything we have been asked to do and everyone's telling us to talk to EE. I asked was it a wider issue and it went quiet then they said we are getting a few so I reckon it's a gaining momentum as a big problem. 

Hopefully being locked out means we will get the refund sorted. 

[Red_Sunrise]

Yes, just happened to me too. I've six unknown payments of same amount. Just spoke to EE and been told to call Adidas, as looks like is the company who billed me, and ask them for a refund. But meanwhile I've to pay my mobile phone bill and "hope" for a refund that can take up to 30 days. 

[James_B]

Hi @Red_Sunrise,

Welcome to the EE Community. 🙂

Did our Customer Care Team mention if they've completed a webform to request a refund for you?

James

[Red_Sunrise]

No, they gave me an Adidas number to call for a refund. I've tried to get in touch with that number but nothing. I've been also locked from my account yesterday for "security reasons". 

[James_B]

I've sent you a private message @Red_Sunrise

Please check your inbox and get back to me.

Thanks 🙂

James

[Marc1231]

Looks like more and more people coming out of the woodwork. EE can't ignore it for much longer. I am still yet to be shown or explained to how to even buy these vouchers. 

Would suggest locking your accounts with the spend cap and changing all passwords perhaps EE have had a data breach and need to speak with the ICO and Ofcom?

Hopefully refunds are en route and EE are beefing up security.

[Maddison62]

I've cancelled my DD & put a cap of £50. on my account.Looks like a breach of security on EE's site, I'm still waiting for a reply from them

[James_B]

Hi @Marc1231 and @Maddison62,

I've sent you both a private message. Please check your inbox and get back to me when you have a moment.

Thanks

James