unauthorised extra charges

[Nickyc1967]

Hi, we have just discovered that one of our phone numbers has had over £6000 of 'extra charges' being taken via a 3rd party, (Microsoft/Sony) over a 2.5 year period. The amounts all differ from £6.99 to £257.00. The phone number was sent a text to say that a £6.99 charge was being taken every month but the remaining amounts are not legitimate and no text was received regarding these charges. Unfortunately this went unnoticed until today when we were auditing the phone users on our account. I have tried, unsuccessfully to contact Microsoft but have been disconnected twice. EE say its nothing to do with them, however I am sure that they are paid to take the money and then send it on to the 3rd party, so the higher the extra charges, the more money they make. Although we take some responsibility for not spotting these unauthorised payments sooner, these charges still amount to fraud.

Any help or advice would be appreciated.

[Northerner]

Hi @Nickyc1967 

Has anyone in the household got a Playstation or Xbox. 

Speak to EE and ask them to remove all account billing from your account, if these charges cannot be made then they will soon chase them up. 

Thanks 

[Leanne_T]

Hi @Nickyc1967 

I am sorry to hear this. 

Did our mobile care team place a bar on these charges for any future payments?

You can find help and support in the How to investigate a billing charge from Microsoft - Microsoft Support page for these charges. 

Leanne.

[Nickyc1967]

Hi Leanne

Yes we have now put a stop on any further 'extra charges' being taken, however we now need to try and recover the money that has been debited! I will check out the link you have sent me - thank you

[Schockwave]

@Nickyc1967 , I would also report this to the fraud department, there is so much scamming around, worth watching programs about scammers, there have been plenty of them, watchdog have also mentioned about scammers and fraudsters, and what to do.

[bristolian]

This is also why checking statements on a regular basis is well recommended. I suspect you will do well to recover all these costs if you've not noticed them for over 2 years.

[Schockwave]

@bristolian , I never understand why people do not check statements, including bank statements etc on a regular basis.

[dian11]

Hi  I am in the same position 3 months charges total to £665.48. Contacted  apple  (I don't own apple phone or have apple I'd) to be told I'm bill payer as its paid by ee from my bill. Apple won't give me information  as I don't know apple I'd??? I don't have one .ee have declined my complaint   and taking another payment  this month knowing there's a block on my account.   I haven't authorised  any extra payment . My bill is set at monthly  amount but ee still taking more payments this month 

[Leanne_T]

Hi @dian11 

Welcome to the community.

I'm sorry you are having trouble with unauthorised charges from Apple on your bill.

When you spoke to them, did they say if there was another way they could locate the charges without the Apple ID such as through your mobile number?

When you spoke to our customer care team, did they add a bar to stop future charges? If so, do the charges on your most recent bill show charges after the bar was added?

Leanne.  

[Usman206]

I am also charged for a similar service which is completely unknown for me. I even contacted the company which I was charged to and was informed that there's no service under my name or mobile # with the company. I strongly believe this is security laps at EE end. EE shall ask for specific consent for any such 3rd party payments.