EE fraud department help

[Drl90]

I have had my identity stolen and 2 EE mobile phone contracts were opened in my name. 

I have contacted the EE fraud department about this issue and was told it was not fraud, I've contacted the police about this issue and the police have assured me it is fraud.

I have spoken to customer service and the credit referrals team but as the fraud department have ruled it is not fraud there is nothing they can do.

These fraudulent accounts have now defaulted and are stopping me get a mortgage. If I were to take this to court I would be looking at a one year wait and will be unable to get a mortgage until it is resolved, is there anything else I can do?

[Drl90]

I am in the same situation, did you ever get this resolved? 

[Katie_B]

Good morning @Drl90. 

Welcome to the community. 

Did the Fraud department advise why this was not deemed fraud?

Has any further information been provided?

Katie

[Drl90]

Yes, because the person had access to an address associated to me he was able to take the account out with his own payment details that matched the address but the payment details and email used to take out the account are clearly not in my name.

[Katie_B]

Thanks for getting back to me @Drl90. 

I have sent you a private message for more details. 

Katie