Number on bill I’ve never called

[Louj80]

Calls lasted seconds, and totalled £54 approx 10-12 calls. They were made late at night, but I’ve never called it? Tried googling number but nothing comes up.  According to bill it’s a USA number. 
I’ve only just noticed the charges as bill came out of bank overnight.  I’ve been away and didn’t check bill. (Number called was a week before I was abroad) 
anyone else had this?? And how do I prove I never made the call? 

[XRaySpeX]

@MrGDSwift : OFCOM don't handle individual complaints.You can make a formal complaint to EE & if you don't get satisfaction after 8 weeks you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

[Sherri92]

This happened to me ! All calls to random US numbers totalling £480.00! I looked up all the numbers and they all say scam, etc. EE refused to help and said that the calls were connected and came from my phone , despite me saying I did not make them and providing them proof of all of the evidence I found online that they were scam numbers. I even offered to get my university to provide an email stating that the calls were made when I was present in class! EE we're not interested in helping so I have now had to go to the ombudsman . I will also be leaving EE after 20 years, might I add 20 years with myself NEVER making an international call. EE are awful now, their customer service and obvious reluctancy to help is appauling . I've advised everyone I know to also leave EE incase this happens again . 

[James_B]

Hi @Sherri92,

Welcome to the EE Community. 🙂

Were the calls listed in your phone's dialler app?

James

[KMS1066]

Had this same problem in Dec 23 (1 call charged at £35.19) and Jan 24 (2 calls charged at £82.11 and £39.10).  All to same number in USA - which categorically I have NOT dialled.  Time of calls were made were when I had phone with me at work.  I only spotted the anomaly due to the size of this months (Feb 24) bill.  They appeared as itemised Extra Charges.  I had missed the Dec 23 occurrence and it was customer services who told me about that one as well

I spent hour and a half going back and forwards with their agents, tech team, and eventually escalated to management.  They categorically stated again and again that what I was describing  could not happen.  Yet they eventually refunded 50%.  I got my plan capped to avoid extra charges (the only way I could use to ensure the transatlantic number in question could not be dialed again).

Throughout I got the clear feeling that they thought I was pulling a fast one to refund some expensive calls, despite me never making any in the past, or exceeding my plan allowances in the past like that.

[MrGDSwift]

They told me it was only me!

ask f or a dead lock letter if they won’t refund

then send to ofcom and hopefully they’ll refund it 

and find out who is scamming EE!! 

maybe Horizon is the operating system 😂 

[XRaySpeX]

---

@MrGDSwift wrote:

then send to ofcom

---

Not Ofcom! It's EE's ADR provider, Ombudsman Services, that you go to to appeal with the deadlock letter.

[Leanne_T]

Hi @MrGDSwift 

Please see our Regulatory documents and codes of practice for the EE Complaints Code of Practice for details on who to contact regarding your complaint. 

Leanne. 

[KMS1066]

I have raised a complaint about these rogue calls/charges through the EE online complaint form, so will see what that leads too.  I have also raised an Ofcom monitoring entry (see Monitoring form | Ofcom (salesforce-sites.com)  where the circumstances of my issue have been captured and reported.  Ofcom cannot act on individual complaints like this, but the monitoring entry at least means they have a record of my consumer experience - "the information you provide will help us monitor consumer issues, and could lead to us launching an investigation into a particular company."

[CraigMcG]

I have had exactly the same issue.  Almost the same amount.  to a number 0016023831200 - my phone bill was massively inflated and I've never called this number

[MrGDSwift]

Hi ya

This really needs to be escalated- I went to the ombudsman but they concluded it was not EE at fault

I definitely did not make the calls but they technically called me a liar and I did not get a refund.

I have since left EE and feel robbed of around £70

Please feel free to use my name - Graham Swift - as someone else who had the same problem/ theft

Cheers

Sent from my iPhone