Mobile number theft!

J20BABY

Well, luckily not maliciously.
Earlier on today my T Mobile phone started showing as inactive SIM, I managed to call T Mobile with a SIM that I'd never used, they said that I had reported the phone as stolen and there had been a mix up with numbers. They said it would be working by 6pm. It wasn't and they where now closed.
Turns out that my boyfriend had gone into T Mobile shop earlier to sort his sim card out, he had to pay £10 to get his contract number onto a new SIM as he lost his and possibly wrote my phone number down but with a different password to mine.

So it seems T Mobile have transferred my number to his new SIM card and now I am left with an obsolete SIM card and will have to go into a shop or wait 3-5 days for delivery of one.

Not happy at all about this, but also just realised my boyfriend still has my number on his SIM card and it hasn't been cancelled. He does not live nearby, so can't just get it off him and tbh don't see why I should, I understand that it is probably his fault but surely T Mobile should have verified the details, otherwise I could just walk into a T Mobile shop with my £10 and a random number and use all another persons allowance!!

Now not sure what I should do as I am still without a phone, and they've said for me to get my number to a new one I will have to pay £10 although it can be credited to my bill, which is nice of them! :rolleyes:

Any ideas?

Kilty_2

Have you asked why they can't just re-activate your existing SIM card on your account?

I could, and did, do this at O2 when I worked there to sort out a major mistake someone made.

(It's possible that their systems work differently obviously)

J20BABY

Kilty wrote: »

Have you asked why they can't just re-activate your existing SIM card on your account?

I could, and did, do this at O2 when I worked there to sort out a major mistake someone made.

(It's possible that their systems work differently obviously)

They said they're unable to do it as it has been permanently blocked. I had a PAYG sim card that they (I would have thought) should have been able to use to put my number onto, but apparantly not. To be fair, they all tried to be as helpul as possible but not been able to do anythnig, and its taking up valuable time and effort that I don't have at the moment and also left me without a phone at one of the most inconvenient times ever.

Kilty_2

Hmmm yeah now you mention it the SIM will be barred not just changed. Afraid you'll need to get a new SIM from them but the problems don't stop there - they'll have blocked your handset too....

I'd go into a store for a new SIM but outright refuse to pay the £10 (have this preauthorised by customer service before you go in)

They'll be able to debit the £10 from your mobile account and recredit it again, I should imagine, with no cost to you ever apart from a charge on your bill and a credit on the same bill.

I'd then be chasing a refund of the X days line rental you've paid without service.

J20BABY

Kilty wrote: »

Hmmm yeah now you mention it the SIM will be barred not just changed. Afraid you'll need to get a new SIM from them but the problems don't stop there - they'll have blocked your handset too....

I'd go into a store for a new SIM but outright refuse to pay the £10 (have this preauthorised by customer service before you go in)

They'll be able to debit the £10 from your mobile account and recredit it again, I should imagine, with no cost to you ever apart from a charge on your bill and a credit on the same bill.

I'd then be chasing a refund of the X days line rental you've paid without service.

If they've blocked my hand set then I'll be absolutely fuming, how can they do all this without my authorisation? What if it'd been someone else that had done it, or someone that got a digit or 2 wrong by mistake, why didn't they check for the password.

CS have already said that I will have to pay the £10. Will call them in morning again and see what they have to say.

Kilty_2

If they insist on you paying the £10 then I think you'll need to ask them to escalate the matter to management - it's a major security/data protection issue as well

J20BABY

Kilty wrote: »

If they insist on you paying the £10 then I think you'll need to ask them to escalate the matter to management - it's a major security/data protection issue as well

If I go into store I most certainly will do that, someone's messed up somewhere and I don't see why I should have to go to all that trouble tbh, not sure if I should just get the sim card off my boyfriend as he has got my number attached to it... Although I feel as though I should kick up more of a fuss to help prevent it happening again.

Thanks for the advice, will report back tomorrow

Cerenia

You will have to pay it in store, get CS to refund the £10 onto your phone, we can't discount interactive sims in store, we did it once and got a major quiz on it and a slap on the wrist.

If the number was PAYG, we usually have to call up to register the SIM, and need certain questions regarding usage, no idea how they let that slip, you can try pushing in store to see if they can, but as far as i'm aware, no sims for free, usually paid for, then creditied back in certain circumstances.

J20BABY

Cerenia wrote: »

You will have to pay it in store, get CS to refund the £10 onto your phone, we can't discount interactive sims in store, we did it once and got a major quiz on it and a slap on the wrist.

If the number was PAYG, we usually have to call up to register the SIM, and need certain questions regarding usage, no idea how they let that slip, you can try pushing in store to see if they can, but as far as i'm aware, no sims for free, usually paid for, then creditied back in certain circumstances.

I am a contract customer, why should I have to pay after having drag my poorly toddler and grumpy 9 year old into town, find and pay for parking when T Mobile have made a massive error. I am so annoyed with this.
AND my boyfriend has got my number still on his SIM card so is able to ring my landline for MY mobile number, which will be, no doubt, eating in to my allowance.

Cerenia

J20BABY wrote: »

I am a contract customer, why should I have to pay after having drag my poorly toddler and grumpy 9 year old into town, find and pay for parking when T Mobile have made a massive error. I am so annoyed with this.
AND my boyfriend has got my number still on his SIM card so is able to ring my landline for MY mobile number, which will be, no doubt, eating in to my allowance.

See, thats what's even worse, we're supposed to take I.D to go into any account - to do a relacement SIM, we either call, and get asked if we've seen ID, or we have to select on the PC what form of ID we've seen. Try speaking to the manager of the store.

J20BABY

I ended up going into the store. The store blamed the call centre and vice versa. They credited my account with £10 but I'm still extremly annoyed that it was so easy to breach my security. Hopefully this'll be the end of it as I really will explode if they mess anything else up.