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Fraud activity

BillyHelm
Explorer

‎13-09-2022 03:52 PM

Hi,

I have been having an on going issue that still remains unsolved. In July I had my phone stolen and the thief had spent 250 pounds that month on the google play store. I reported this and supposedly had my phone number black listed. In August the same amount of money was taken out of my phone account which meant my EE contract came to £550. I cannot afford this. I have spoken to multiple agents about this issue. I was told to contact google to try and get the refund. I followed the process EE told me to do but got a message back from Google saying they did not have enough information and the responsibility lies with EE. I was told if this happened there was a special cases branch of EE that would look into my case and provide a refund. I just rang the customer service line again who told me this doesn't exist. They told me to go back to Google despite me doing this exactly the way you first suggested. The agent then gave me a phone number of Google UK. This number doesn't work.

EE have taken £550 of me and clearly have not blocked the fraudster from my account. At the same time they are do not seem willing to refund me. I have followed every single process they have asked me to take and I cannot seem to get an answer from any one. I am extremely worried. I would like an answer on what to do next to get my money back.

0 Helpful
3 REPLIES 3
James_B
EE Community Manager
EE Community Manager

‎13-09-2022 04:30 PM - edited ‎13-09-2022 04:30 PM

Hi @BillyHelm,

Welcome to the EE Community.

I'm very sorry to hear you've been a victim of fraud.

Have you removed your EE account as a payment option in the Google Play Store?

If not, open the Play Store app > Tap the profile icon (top right) > Tap Payments and subscriptions > Tap Payment methods > Tap More payment settings > Tap remove under the EE payment option.

To look into the historical payments, I'd like to ask a member of our Customer Care Team to look into this for you. Please check your private message inbox.

James

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BillyHelm
Explorer
In response to James_B

‎13-09-2022 04:32 PM

It is not my account they linked up to. I believe I managed to get google to black list but was shocked EE didn't do this when I reported it. I would also like an answer on how to get this money refunded as I was told was possible last week. 

0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to BillyHelm

‎13-09-2022 04:34 PM

Hi @BillyHelm,

Please check your private message inbox.

Thanks

James

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