Fraud team .

[HalimaRaj34]

I have been with EE for so many years. From no where they cancelled my two contracts.  When I  started to conversate on EE services they then informed me that there had been credit card fraud. Which I was not aware of . 

They advised me to go into the shop and verify my ID which I did. They then told me to pay my bill by bank transfer . Which I did.  Then I was told to email the fraud team.  I did this . They said it will take 5 working days to get a response.  They do not have a phone number to call them directly.  They have not responded. I am losing out on business.  Because that was my business line . I just think it would have been nice for them to at least call me and let me know that my contract had under gine some discrepancies  ? 

What should I do now. I do not want to lose my numbers ? 

[AKT111]

Good morning @Katie_B .

In addition to being asked to go with proof of ID to the store, I was also asked to tell the Customer store staff to call Customer Service to discuss the case.

At the Store, the staff confirmed my identity as well as put a call through to Customer Service, and the issue was discussed at length. Unfortunately, the feedback from Customer Service was that there was little or nothing that could be done further at that point since the line has been canceled. Apologies were offered and I was advised to start the purchase process all over again - after the phone must have been returned and a refund for the payments previously made had been processed.

Thanks.

[Katie_B]

Thanks for getting back to me in such detail, that is super helpful @AKT111. 

I have sent you a private message more details. 

Speak soon, 

Katie