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

[Roroyaboat1994]

Thankyou, I appreciate it but I haven’t yet had a call yet? When will I be getting the other call? 

[James_B]

Hi @Roroyaboat1994,

You mentioned in an earlier post that you'd been advised you'd get a call back within 72 hours. Has it been more than 72 hours since that conversation?

James

[wilsonb1]

I don’t think I can give out the advisers personal work email here, but I would recommend asking for one the next time you ring! I was told to wait 72 hours a lot but it wasn’t until I sent a long email that I got a positive response. 

I’ve also asked for more information about what has happened and I have been told that the adviser has passed on my query to their team leader. I’ll share any information I get! 

Roroyaboat1994 - I would fight for compensation regarding you over draft- they seemed unphased when I told them about mine 

[aweir]

The exact same thing has happened to me with being charged for 6 adidas vouchers via EE.

I have spoken to EE, Adidas and my bank and not getting anywhere.

How do I get this sorted? 

[Leanne_T]

Hi @aweir

Thanks for coming to the community. 

To discuss your individual account, please get back in touch with our mobile care team on 150, they can get this investigated for you. 

Thanks.

Thanks

[Nicky521]

I've had the same thing £238.89 out of my account. 3For footlocker at £36.79 then 4 for just eat 2× £38.00 ,1 £30.0], 1£19.00.told someone in house has used the handset but know one has been here.as other people been told the same 

[Jon_K]

Hi @Nicky521.

I'd recommend getting in touch with our Customer Care team about this so they can check your account and see why this has happened.

They'll be able to access your bill and help you further.

Jon

[Nicky521]

Hi did they say it's your fault as it has to be done on the handset. I've had £238.67 out of my account 3 payments of 36.67 to footlocker and 4 payments to just eat of 38.00,38.00,33.00and a 19.00 pound. They said its my fault but can be .all this is to much of a coincidence