Routed to a scam support team - Expert Squad - BEWARE

[Geoff_H]

I have an ongoing issue whereby when the EE app sends me a text, it sends it to the number that originally came with the SIM (I transferred my existing number to EE).  When I tried to get support, I was routed to an Indian call centre calling themselves Expert Squad.  They told me that I would need to provide my PayPal details so they could take £1 and that would be refunded later. I should really have questioned this. On checking my PayPal account, I discovered that I had not only been charged £1 but an additional fee of £35.  I disputed this with PayPal and they have rejected the case. The so-called “Expert Squad” could not even help me and referred me back to EE.

Has anyone else experienced this?

[Schockwave]

Hello @Geoff_H ,

Welcome to the community,

EE would never send a text like that and you should definitely forward the text to 7726 with SPAM as the subject.

[Geoff_H]

I think you have completely misunderstood.  The EE app often wants to send a code to confirm identity. When it does this, it is sending it to the wrong number so I never receive it.  It was by calling 150 to report this to EE that I ended up with Expert Squad.

[XRaySpeX]

You shouldn't have been referred by EE to some Indian call centre. I should complain to CS.

There has been at least 1 other report of this last year, Expert Squad subscription where the EE Community Support Team got involved.

[code_]

It may also recommend raising a dispute with your bank or phoning up PayPal support directly (if you made a payment via PayPal using a card that is attached to your account). To me it could sound like a phone call spoofing which some scammers use to make it look like a real number directly from EE, or as others mentioned some scammers may create realistic/claim to be helping EE customers. I recommend first by reporting the text your received and contacting EE support directly to report the issue & also report it to Report a scam to Action Fraud | Action Fraud. 

The first indication of the scam would be if they ask for PayPal details, as EE only ever takes payments by direct debit.

I'm not sure it it's worth EE creating a similar feature to Monzo where you can check in the app if CS is on the phone to you right now.

[Christopher_G]

Hi @Geoff_H 

Welcome to the community.

I see you've been given some great advice here already. I suggest speaking with our team on 150 again, so that they can look into this and try to explain what has happened.

Alternatively, you could raise a complaint on our webform. That way, a dedicated team will look into this and contact you to discuss it further.

Please keep us updated on what happens.

Chris

[XRaySpeX]

@code_ : The issue isn't about a received text nor a received spoof call, but being redirected by EE CS on a 150 phone call made by OP to the Indian Call centre of this Expert Squad.

[crimps2801]

I've just experienced the same when using CHAT on the EE site. I was directed to the expert chat and was told it was a £1 and this would be refunded. Tried twice to take £35 from me.

Luckily my card declined the payment

[Ali_A]

Hi  @Geoff_H and @crimps2801 

I am going to send you both a private message to get more information on your experience being referred to Expert Squad so we can investigate what happened.

Ali 

[Geoff_H]

I think you have completely misunderstood. The EE app often wants to send a code to confirm identity. When it does this, it is sending it to the wrong number so I never receive it. It was by calling 150 to report this to EE that I ended up with Expert Squad.

Sent from my iPhone