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. 

[Northerner]

Hi @RMG_7 

You need to be 18 to have an EE contract. If the contract is in your name then you as the bill payer are responsible. 

You don't need to have a playstation but it maybe related to an app or service downloaded. What does the itemised billing say exactly. 

As this is a customer forum you'll need to speak to EE CS on 150 about this issue. I recommend reducing any spend cap and entering a payment code authority on the play/apple store on their phone.

Thanks 

[Katie_B]

Hello @RMG_7. 

Thanks so much for coming here. 

I am very sorry to hear this has happened on your daughter's device. 

Information on Charge to Mobile can be found by visiting our Charge to Mobile Help Page, this will provide you with a detailed explanation on how charge to mobile works and how this can also be stopped. These are not EE services and the charges have been applied by the company that provided them.

To prevent 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 our customer care team will be happy to help get this applied. 

To look into a refund I would recommend speaking directly with Sony, their contact information can be found by visiting their contact us page. 

Please be sure to keep us updated, fingers crossed this is resolved for you soon.

Katie

[Nick______]

Hi RMG_7, sorry to hear you've been the victim of unauthorised charges. I've just become aware that my child's phone has incurred similar charges.

EE seemed very uninterested. Sony less so.

Did you manage to get anywhere on solving this problem.

Thanks

Nick

[Gwbw]

Hi, this has happened to us. Exactly the same thing. 6 charges all on the same day. 
we have not purchased anything from Sony, no apps, no nothing at all. Also it was done on the contract for our daughter, she leaves her phone at home and was at school, these charges were at 1pm in the afternoon. 
we are getting the run around from EE and Sony. We will have to go to the Ombudsman as this is really upsetting and has set us back with our finances considerably. 
Did you eventually get your money back? 

[Leanne_T]

Hi there @Gwbw 

I am very sorry you have these charges on the bill and understand how upsetting this would be for you. 

You have done the right thing reporting these charges to Sony to get looked into, if you have had no update from Sony, please get back in touch. 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.

[Julia115]

The same has just happened to us. I’m finding it so difficult to resolve and can’t see EE or Sony taking responsibility for this type of fraud. We also don’t have a PlayStation account - our number has been used fraudulently. 

[Katie_B]

Hi @Julia115. 

Welcome to the community. 

I am sorry to hear you have these charges on your bill. 

Have you been able to contact Sony directly? they will be able to investigate this for you. 

As previously mentioned by @Leanne_T, to prevent further charges outside of your allowance you can text BAR to 150. 

Our customer care team are also around for support with your bill whilst this is being looked into, please do not hesitate to get in touch. 

Katie

[Tomillie11]

Hi 

I have just realised this has happened to my daughters mobile also. Sony charged 5 payments at the same time on one date costing £39.99 each time. My daughter is 10yrs old. How can I get these payments back ? 

[Christopher_G]

Hi @Tomillie11 

I've replied to your other post about this. Please take a look.

Chris