EE Fraud / Sony PlayStation Unauthorised payment

[RMG_7]

Hi

Please can you help me.

My daughter is an EE customer and on the 17th October when she was in bed and her phone was in another room, Sony charged to her phone 6 x charges, see below totalling £223.94. This a noticed when my recent bill was paid.

We have no contact texts from either EE nor Sony NOR DO WE EVEN OWN A SONY PLAYSTATION!!!  This was a fraudulent, illegal and was authorised by EE as far as I am concerned and in this instance an innocent child is the victim which is not good and EE NEED TO PAY ATTENTION as it is Sony this time, who / what next..?  

Please can you reimburse these unauthorised charges immediately as I want to avoid going down the legal route (but have spoken to local police re this fraud) which will incur more cost and will take time but I am prepared to do this as these costs I cannot afford to pay and it causes financial 
Stress. My trust in EE as a service provider for my children is now in question. I have tried to call the Sony customer service number on my bill but is constantly closed. 
Future more, this needs to be urgently addressed by EE to safeguard other vulnerable children (and adults) All 3rd party charges should be automatically checked for verification by EE before payment is made, either by text or via the EE App. 

[Katie_B]

Hi @CdJ1. 

Thanks for coming here. 

Our customer care team can apply a bar to your account to prevent future charges to your EE mobile bill, alternatively, you can text BAR to 150 from the handset you wish to stop having the ability to charge to bill. 

If you wish to look into a refund for these charges, please contact Sony directly. 

Contact information can be found on this page HERE. 

Katie

[Hayles85]

The same thing has happened to us, on my daughter's account but as she is under 18 it's linked to mine. I am getting nowhere with EE, I even sent them the link to this community page and said it's clearly a problem and has happened to numerous people.

I'm trying to get this sorted whilst also working, which is proving impossible. I have emailed Sony and filled in a form for Boku, not holding out much hope! 

[Christopher_G]

Hi @Hayles85 

I'm sorry to hear that you've had some unexpected charges on your bill. You've done the right thing in speaking with our customer service team to identify them, and raising it with Sony and Boku.

I hope they can help you get this sorted.

Please keep us updated with what happens.

Chris

[Hayles85]

I think the point is, this has happened numerous times to different people and you as a phone network are doing nothing to police this and don't see there is a problem! 

[Jennyhope12]

Please can we speak- This EXACT thing has just happened to me. My daughters phone was charged 234.94 for 39.99 x 6 clicks on May 19th 2025 between 19:54-19:56 from Sony playstation and EE says I need to contact Sony. I have tried but I don't have a Sony account so you are unable to use the phone or online chat. I have written to Boku (its like the Ofcom of cell phones) but EE is taking no responsibility for this an insisting that my daughter bought something- but we don't have a playstation and even more I have proof that she wasn't on her phone (EE says Sony would have texted her a 4 digit code and there's no way this happened). 

Also- EE messaged my daughters phone at the exact same day and exact same second 19:54 a message about "you have used up 80% of your data"... they only message her phone about once every 3 months- can you check to see if you daughter got a EE message the same second as the charges from playstation went through? 

Clearly EE has been hacked by Sony playstation, as our money is going from EE right to Sony and no one is accountable or able to tell us why they are billing!!

I just can't believe I found your story- Ive spent hours on the phone every day for the last week trying to sort this!!

[Jennyhope12]

same thing- I've escalated this to BOKU. 

[Leanne_T]

Hi there @Jennyhope12 

You've done the right thing escalating this to Boku. They can investigate the charges and help get this resolved for you. 

Our Third Party Phone Bill Charges Help page has full information including a link to charge to mobile code of practice which has full information on what EE is responsible for.

To prevent any further charges outside of your allowance you can text BAR to 150 from the EE device or if you do not have access to the device, give us a call and the team will get this applied for you. The team can also help if you need support with the bill payments whilst this is being looked into. 

Thanks.

Leanne.