Phones4U - dodgy and unprofessional identity security

macavity123

I signed up for a new phone contract today with Phones4U. The transaction needed my bank details, so I handed over my debit card. With the various bits of paperwork, I lost track of it and assumed it had been returned to me. However, at the end of the transaction, the salesperson disappeared out the back for a bit, then reappeared holding my debit card. Noticing my surprise, he mumbled something about needing a copy for proof of ID.

I should have kicked up more of a fuss at the time, but didn't unfortunately.

I'm very unhappy about this, as I believe they should have asked permission before copying my debit card. Also, if they had told me they wanted to copy a proof of ID, then I would much more happily have given my driving license or even credit card. To be on the safe side, I have blocked my debit card and requested a replacement. Also if possible I would like to make an official complaint, preferably to a regulator, as I believe copying someone's debit card without permission is totally unacceptable. Has anyone had experience of this, or is able to give advice on how to proceed?

RobMac

A short while back my dad filled up from a shell petrol station and shortly after Barclays phoned him to let him know they had blocked fraudulant use. After this the petrol station was visited by the police and discovered a cashier would double swipe your card and steal the details of your card. Card fraud is all too common and you were right to cancel your card. I would chase this up with the company.

Hammyman

Just to add that the other week I got my son a Blackberry from the Phones4U shop in Hull and they never took my card anywhere other than to the card reader.

macavity123

Thanks for the replies both, especially Hammyman. I had assumed the need to copy ID was probably genuine, just with sloppy implementation and staff training. Maybe this was too generous... I'll follow up with the company too.

SPANIEL36

my partner also had a contract via phones 4 u and the card never left his sight, the card machine was at the sales desks and no photo copy of any ID was required

tootiemac

I recently took out a contract through P4U and they do take a copy of you card and your driving license if you give them it but they use special a little wallet that cover up any part of the card that isnt need. They cover the last 4 digits of the card number and the account and sort code also the driving license is just to see your address to check it matches the address you gave.
I found it unusual but then when they showed me the wallet I was happier. They only do this on contracts and you dont always notice they do it. It was done at the cashier desk in the store I used. The guy that disappeared might have to use a copy machine which was through the back, I know that store I used almost had to do that because it was copying something that wasn't there (extra streaky lines)

James1990

Copying of the card is part of the process whilst taking out a contract if you are using it as a form of proof
Contract proofs for phones4u must fall into the address and ID catagories, a bank card can sometimes be used as both and is therefore called a one proof, but can also need an address proof alongside it. Apart from a bank card, a seperate form of ID is needed for each catergory.

ID = Bank card, driving licence, passport

Address = Utility bill, bank statement (both in last 3 months), driving licence

bexnmike

My wife took out a contract with phones 4 u. We were setup with a Vodafone plan and an IPhone4s. A copy of my wife's bank card, and driving licence were taken at the time. About 11 months into the contract my wife noticed the charges on her account were substantially higher than normal. A check on her Vodafone account showed that another mobile had been added to her Vodafone account. Calls made on this number were all to India ! We were completely outraged. We have never let any of our personal details slip. Our Pc use is always very secure etc. all documents shredded in the property, all vodafone bills online , no paper bills. It turned out after Vodafone did some checks that the phone was taken out fraudulently at the same phones 4 u store we had originally purchased the contract at. The imei number of the phone was not traceable to the stores stock list however and when the police asked for CCTV from the day that the fraudulent account was set up. Phones 4 u said they had no CCTV. Both Vodafone and phones 4 u were either dismissive either had done anything wrong. And utterly useless in the help they provided. My partner was distressed at the hassle she had to go through. Vodafone said that my wife must have been in store to obtain the phone as all checks must have been made. My wife was actually in hospital the day that this happened she had been admitted for 4 days with a pregnancy related emergency. documented proof on her notes , the police also found this comment from vodafone offensive and laughable given my wife's circumstances. how dare they suggest that. Vodafone even suggested we ring the number the fraudster had been ringing and ask the person what the persons name was. I kid you not. Vodafone eventually refunded the not far short of £200 that this scumbag managed to fraudulently put on our account. Vodafone slapped a CIFAS on her flawless credit file. Nothing else has been said or done, the police, did all they could, Vodafone were utterly useless and incompetent, phones 4 u dismissive about it being anything to do with them, despite the evidence on our bill and Vodafones account information. I am disgusted with the total disregard to us over what's happened through no fault of our own whatsoever. No answers. No nothing . Just brushed under the carpet. I will never use phones 4 U or Vodafone ever again.

gjchester

bexnmike wrote: »

Vodafone slapped a CIFAS on her flawless credit file.

Actually a CIFAS tag on your file is often a good thing.

What exactly is the tag, normally it is the "do not reject - validation required" type meaning the file is recorded as someone who has been a victim of ID theft, and that lenders should perform extra checks.

It doesn't affect the credit rating, the only drawback is sometimes you may be asked for extra ID when making a purchase. It's also sometimes seen as a good thing, it shows your account was investigated and proven if was not you at fault.

It will also fall off your wife's record after a year.


Vodafone may not have been brilliant but the blame lies with P4U not Vodafone. Whoever sold the 2nd phone was most likely someone in store, not someone at Vodafone.

bexnmike

Phones4u and Vodafone should both ensure sufficient checks are made on an account setup or additional phone accounts, with extra handsets as in our case. Quite simply nobody provided photographic ID or a signature in store that would have almost guaranteed that it was actually the customer applying for account changes. I'm absolutely staggered that phones4u has done nothing for my wife other that deny it must be anything to do with them. I know imei numbers can be changed on most mobile phones, so the lack of traceability doesn't surprise me. What does surprise me is the lack of care and consideration for our ID's security, that this company has shown in our case. And of course the lack of information about this fraud committed against us. No compensation for distress, time spent with police. Action fraud, countless phone calls and immense worry and stress over it. My wife had been off work for 8 weeks prior to this so was on a low income, so naturally very worried about the huge bills. Vodafone even wrote to my partner telling her that there would be no charges relating to the fraudulent account that she would have to pay, they even managed to screw that up and try charging her, then denying they had even sent a letter, they had no record of it, even though we read it out to them on the phone. You couldn't make it up honestly, total incompetence, Vodafone head office impossible to speak to also. Emails and letters to directors the only way of communicating with the Vodafone elite. As for the CIFAS warning on her account. For "impersonation fraud" what gets me is the onus is somehow on us, according to the leaflet provided with the CIFAS letter. Like how we can be careful with our data etc. careful about online passwords, shredding documents etc. all these things we have always done. The only idiots in the chain being someone at the store with our ID that they had photocopied.

Guys_Dad

bexnmike wrote: »

Phones4u and Vodafone should both ensure sufficient checks are made on an account setup or additional phone accounts, with extra handsets as in our case. Quite simply nobody provided photographic ID or a signature in store that would have almost guaranteed that it was actually the customer applying for account changes.

I'm absolutely staggered that phones4u has done nothing for my wife other that deny it must be anything to do with them. I know imei numbers can be changed on most mobile phones, so the lack of traceability doesn't surprise me.

What does surprise me is the lack of care and consideration for our ID's security, that this company has shown in our case. And of course the lack of information about this fraud committed against us. No compensation for distress, time spent with police. Action fraud, countless phone calls and immense worry and stress over it.

My wife had been off work for 8 weeks prior to this so was on a low income, so naturally very worried about the huge bills. Vodafone even wrote to my partner telling her that there would be no charges relating to the fraudulent account that she would have to pay They even managed to screw that up and try charging her, then denying they had even sent a letter, they had no record of it, even though we read it out to them on the phone.

You couldn't make it up honestly, total incompetence.

Vodafone head office impossible to speak to also. Emails and letters to directors the only way of communicating with the Vodafone elite.

As for the CIFAS warning on her account for "impersonation fraud" What gets me is the onus is somehow on us, according to the leaflet provided with the CIFAS letter. Like how we can be careful with our data etc. careful about online passwords, shredding documents etc. all these things we have always done. The only idiots in the chain being someone at the store with our ID that they had photocopied.

If you intend to be a regular contributor on here, your posts will be read much more if you put paragraphs and white space in, as above. Most people will give up trying to read huge mono-paras.