TLTR:
A fraudulent contract for £2,300, including an iPhone 14 Pro Max and Nintendo Switch, was taken out in my friend's name at EE store (hours away from her place). She only discovered this when her direct debit payments spiked. Despite her never authorising this, EE sent OTPs to a secondary phone number on her account, used by her underage son, and the OTPs weren't even opened. EE's lack of thorough identity checks and their refusal to provide CCTV footage raise concerns of potential internal fraud. After facing threats to her credit score and mental health strain, my friend's appeals to EE and the ombudsman have been dismissed.
I am sure this isn't an isolated case and I am looking for people facing experiencing similar story. We're creating a coalition to bring this issue to the media and possibly to court. If you're affected or concerned, join us in this fight for justice. Together, we're stronger!
Full story:
My friend is a single mom of two boys working part-time in London. On July 1st, 2023, someone posing as her entered an EE store in Solihull Touchwood and fraudulently took out a contract on her existing EE account, amounting to approximately £2,300. This contract included an iPhone 14 Pro Max and a Nintendo Switch as an add-on.
She became aware of this matter when she noticed a significant increase in her regular direct debit. Upon contacting EE, she was informed about the activity on her account. EE informed her that on July 1st, 2023, two separate One-Time Pin Codes (OTPs) were sent to one of the secondary phone numbers on her account. EE alleges that the OTPs were used to secure the fraudulent contract. Further investigation revealed that during the window the OTPs were sent to her son's number, no phone calls were made or received by him that could explain the OTP being passed on to the fraudsters. Moreover, the text message containing the OTP was not even opened by her son.
EE has now cut off all her lines after sending her multiple threatening messages, taking actions that will affect her credit score. She has exhausted all possible avenues before considering legal action (which I’d like to pursue) but has been rejected and let down by both EE’s fraud service and the EE ombudsman.
This situation has severely impacted my friend's mental health, and she has now run out of energy to fight the case. Therefore, I am offering my support in trying to resolve the situation.
YOU ARE NOT ALONE: After a limited investigation on my part, I’ve already found a few people facing the same situation just by browsing the EE forum. I am sure hundred+ people are concerned. I now want to join forces, take this to the media, and potentially to court to fight this injustice. TOGETHER, we can be stronger! Join the fight.
Further findings and information on EE's failure to protect their business and customers against fraud:
- The OTPs were sent to a secondary phone number, while all security information had previously been sent to the primary phone number.
- The secondary phone number is assigned to a minor under 18. A contract with a minor is voidable, meaning it can be canceled at any time before they reach 18 and for a reasonable time afterwards, without any reason.
- Her son did not make or receive any calls during the timeframe the OTPs were sent to their phone. Furthermore, the text message was left unopened.
- The OTPs were sent three times, and the fraudster failed to provide the OTP twice. Despite this, the EE salesperson did not ask for further ID to obtain the contract.
- The signatures on the contract not only do not match my friend's signature but also differ from one page to another. EE admitted that this situation should have raised their employee's concerns.
- EE has refused to provide CCTV footage, and we are now very suspicious that this could be an internal fraud by one of their employees. My friend has been informed that the store is under investigation as she is not the only victim of this fraud in that location.
- EE has admitted that the person who came to the store was not my friend.
