Phone contract fraud

Jon_W_4

Hi

I would be grateful if anyone could offer a suggestions as to how to proceed with the following;

I am in dispute with T-Mobile about a telephone contract which has been fraudulently taken out in my name from an address I haven't lived at for over 6 years. They have lodged a default entry on my credit file and won't remove it. They are not chasing me for the money but neither will they acknowledge or investigate my assertion that the contract is not mine.

The first I knew of the situation was a formal demand for payment from a debt recovery agency. T-Mobile agreed to investigate and referred the matter to their "Fraud Investigation Dept". They promised to ring me back with the result. Needless to say I never heard back. After numerous phones calls and being passed around different departments, I was given an email address to put my complaint in writing. This I did and received an email which said the matter would be investigated within 28 days. That email was dated 17th July 2010. Further emails from me (by now I had given up trying to talk to anyone on the phone) which threatened to go to my MP, involve the press, etc have met with no response.

I then contacted to CISAS to lodge a complaint that T-Mobile have not followed their own complaints procedure. They have now written back saying they are unable to investigate because the matter is an alledged fraud; they only deal with billing or service problems.

Can anyone suggest a third party organisation I can approach to help precipitate a resolution or at least get T-Mobile off their a*se to investigate properly.

Thanks for you help.

Jon

Jon_01

Hopefully someone can provide the info for the T mobile exec office or how to contact their MD.

I know that T's fraud dept is outsourced 'oversea's' and they can some times be very hard to deal with. The only thing I could suggest is go to the top rather then trying to deal with them. . .

eranou

Directors office. [EMAIL="CSDIR@t-mobile.co.uk"]CSDIR@t-mobile.co.uk[/EMAIL]

CEO [EMAIL="richard.moat@t-mobile.co.uk"]richard.moat@t-mobile.co.uk[/EMAIL]


For Legal, Human resources or finance related queries, write to us at:

Head Office
Hatfield Business Park
Hatfield
Hertfordshire
AL10 9BW


*When I worked for them 2 years ago the fraud team were based in the UK and used te address

Fraud
Hatfield Business Park
Hatfield
Hertfordshire
AL10 9BW

Jon_W_4

Hi Jon

My enquiries began with a call centre which I think was based in India. I eventually got to talk to someone in customer services in the UK, but apparently it's not company policy to allow customers (or in my case non customers) to talk directly to the Fraud Investigation Team.

Eranou

Thanks very much for the addresses. I will send them the same information I sent to CISAS with a covering letter.

Regards

Jon

tazdevil01985

Jon_W wrote: »

Hi Jon

My enquiries began with a call centre which I think was based in India. I eventually got to talk to someone in customer services in the UK, but apparently it's not company policy to allow customers (or in my case non customers) to talk directly to the Fraud Investigation Team.

Eranou

Thanks very much for the addresses. I will send them the same information I sent to CISAS with a covering letter.

Regards

Jon

I am afraid that T Mobile have outsourced their Fraud department offshore. Fraud teams are always non customer facing teams not a cat in hells chance of speaking to them

student_84

I remember a while back that it wasn't that it was their policy not to allow customers to speak to the fraud team, but that no-one in customer services had access to a contact number for them.

Jon, persistence is the key in this situation as pester power works with t-mobile. Firstly check with customer service that it has been raised to the fraud team, they can check for notes on the account, if there isnt a note raise hell on the phone and make sure that a team leader raises it. If you haven't already use the directors office e-mail address, the woman who was in charge the last time I spoke to them was a bit of a battle axe but she did get things done and was exceptionally good at her job.

Hope you get this sorted soon

fitshase

Have you spoken to the police? Fraud is fraud and given that they have an address, they could pursue it. At least you'll get a crime reference number and then you can use that to try and sort your credit file out.

Jon_01

Most fraud depts are none customer facing. They are also not part of CS. They're there to protect the company from fraud and aren't sitting there waiting for calls but running system that detect it (where possible).
They tend to be very small teams. Each member can analyse an acc every few minutes. If they had to take calls from customers they'd never get anything done. Most of the time they can't tell you anything any way as it covered by the data protection act.

Guys_Dad

Jon_01 wrote: »

Most fraud depts are none customer facing. They are also not part of CS. They're there to protect the company from fraud and aren't sitting there waiting for calls but running system that detect it (where possible).
They tend to be very small teams. Each member can analyse an acc every few minutes. If they had to take calls from customers they'd never get anything done. Most of the time they can't tell you anything any way as it covered by the data protection act.

That may be the case, but if a company blackens someone's credit record and chases them for money when that person is innocent, but refuses to do anything to sort out the matter, then that isn't acceptable, is it? If not the fraud department, then who should look into it and certainly the "customer" or defrauded person to give them their proper title, should be acknowledged?

Jon_01

Guys_Dad wrote: »

That may be the case, but if a company blackens someone's credit record and chases them for money when that person is innocent, but refuses to do anything to sort out the matter, then that isn't acceptable, is it? If not the fraud department, then who should look into it and certainly the "customer" or defrauded person to give them their proper title, should be acknowledged?

If someone's the victim of ID theft then the info on their credit file is removed as soon as that's proven. I pass that sort of thing to be processed by the credit dept weekly.

The problems comes when people get a bill, assume its an error and ignore it.
Things rumble on for months and they only do something when they get the letter from the collections agency, by that point most of damage has been done to their credit file.

People need to be a little more aware of what to do when an unknown bill drops onto the mat. . .

Guys_Dad

Jon_01 wrote: »

If someone's the victim of ID theft then the info on their credit file is removed as soon as that's proven. I pass that sort of thing to be processed by the credit dept weekly.

The problems comes when people get a bill, assume its an error and ignore it.
Things rumble on for months and they only do something when they get the letter from the collections agency, by that point most of damage has been done to their credit file.

People need to be a little more aware of what to do when an unknown bill drops onto the mat. . .

Very helpful. The problem is getting beyond the first sentence. From OP's post :-

"The first I knew of the situation was a formal demand for payment from a debt recovery agency. T-Mobile agreed to investigate and referred the matter to their "Fraud Investigation Dept". They promised to ring me back with the result. Needless to say I never heard back. "

Now it seems to me that the whole point of this thread is that OP can't get T-Mobile in a dialogue. Obviously OP would not have had any correspondence prior to the Debt Collector's letter as they have not lived at the address for 6 years!

OP just wants to get to the point where someone from T-Mobile accepts that there has been a fraud and their Credit Control people can write off the debt and clear the Credit Record, and it seems T-Mobile can't be bothered - certainly won't be if they have sold on the debt.