by ColinR1970
Explorer

how do you obtain a call transcript from a call made into ee call centre?

Sorry I couldnt find the right forum .... I am new to this.... Could anybody tell me howI obtain a transcipt from a call ....a pac code was given and I would like to know how they were validated? This was a fraudulent call and caused a complete nightmare !! Thnaks in advance

11 REPLIES 11
by Grand Master
Grand Master

Re: how do you obtain a call transcript from a call made into ee call centre?

@ColinR1970  You’ll need to call customer services about this.   

 

Unfortunately if this was a case of fraud EE will to look in to first before any information is passed on to you.  

by Grand Master
Grand Master

Re: how do you obtain a call transcript from a call made into ee call centre?

Hi @ColinR1970

 

I doubt that will be available without a solicitor. You could always make a dsar request for the information.

 

Thanks




To contact EE Customer Services dial 150 From your EE mobile or 07953 966 250 from any other phone.

EE standard opening hours are 8am to 9pm weekday, 8am to 8pm on weekends.
by ColinR1970
Explorer

Re: how do you obtain a call transcript from a call made into ee call centre?

fraud dept are dealing with it as then they tried to get £30k from a business account.... I dont think its good enough that I should accept their word that the call was properly validated without seeing the transcript for myself? Isnt this data protection issue?

by ColinR1970
Explorer

Re: how do you obtain a call transcript from a call made into ee call centre?

 make a request for information from EE? Thanks in advance for your help.

 

by Grand Master
Grand Master

Re: how do you obtain a call transcript from a call made into ee call centre?

How do I make a subject access request (SAR)?

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by
EE Community Support Team

Re: how do you obtain a call transcript from a call made into ee call centre?

Hi @ColinR1970

 

Welcome to the community.

 

We take security very seriously here at EE. We have security measures that all callers must pass before being given access to the account.

 

It seems like this is in the best hands whilst our Fraud team investigate this. 

 

Chris

by ColinR1970
Explorer

Re: how do you obtain a call transcript from a call made into ee call centre?

Hi, I’m not suggesting you dont take security seriously but that should not stop me wanting to see the transcript of the call and what was validated.
by
EE Community Support Team

Re: how do you obtain a call transcript from a call made into ee call centre?

OK, thanks @ColinR1970.

 

I recommend speaking to our Mobile Care team who'll be able to give you details of a Data Subject Access Request (DSAR) and process one for you.

 

Please let us know how you get on.


Chris 

by Profile closed
Not applicable

Re: how do you obtain a call transcript from a call made into ee call centre?

You can also request a DSAR from EE online here.

by ColinR1970
Explorer

Re: how do you obtain a call transcript from a call made into ee call centre?

Thank you for your information, much appreciated.
by Profile closed
Not applicable

Re: how do you obtain a call transcript from a call made into ee call centre?


@ColinR1970 wrote:

Sorry I couldnt find the right forum .... I am new to this.... Could anybody tell me howI obtain a transcipt from a call ....a pac code was given and I would like to know how they were validated? This was a fraudulent call and caused a complete nightmare !! Thnaks in advance


Colin, I can certainly understand your anger. Fraudsters like to get hold of other peoples' phones not just to steel the phone and sell them on, nor just to make free calls with them, BUT of course also as a means to find out our personal information for I.D fraud and as a means to get bank account authentication codes, etc. 

 

So,, yes, it's important that the phone company does investigate fully. If you have reported the matter to police then you should have a Crime Number and more weight on your side to get a copy of the recording and / or a transcript of it. 

 

I know that some banks are moving away from using phone verification codes because of the prevalence of phone theft, etc. And indeed I've heard that fraudsters now ring up phone companies to report phones stolen or a change or address to carry out further fraud. 

 

We and phone companjes and banks, etc, all need to improve our security because fraudsters have the gift of thet gab. For example, we, phone companies and banks should not use our mother's maiden name as a security feature. Fraudsters can easily find this out.

 

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