I went into my local EE shop to ask about roaming charges abroad on 28 April. Nothing else except the Manager suggested I return mid May since my home broadband charges etc looked high and he might be able to reduce them.
I returned and nothing positive happened.
Then I received my mobile bill online. A second mobile number appeared with a range of charges, in addition to my own mobile number.
I called 150 and said a fraud had occurred. The agent took down details and referred my case to the EE fraud squad, telling me I would hear back in 7 days .9 days later I saw a missed call with a message to call. I duly called 150 to be told the fraud department had rejected my fraud claim and I had no recourse.
I subsequently called customer service operatives and asked to see the form/ agreement for this additional number, to be told either I could not have it or one agent said they could ask for a copy but it would take a month or more to get. I thanked him and said please order the copy.
I returned to the shop and was told “ don’t worry, we will sort it all for you”. Nothing was done. Close to giving up in disgust, I tried 150 once more and was astonished to find I was speaking to an agent in Newcastle who went out of her way to assist me. She saw me as a victim and had empathy. She sent me a copy of the Customer-Additional Line Agreement I had been entered into. The Manager’s name was on it.It had my bank details, no contact information, my name was only partly correct and the signature was a childlike squiggle. The customer agent also said she would talk to her Manager to raise a second fraud report for the fraud department.
The stress cause by this fraud is huge, the time wasted massive and the performance of EE shocking, excepting one exceptional customer agent and one other sympathetic.As for the fraud department I look forward to seeing if they accept or reject this second fraud report.
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