Help please

Techhead_2

With respect you are missing the point.

Someone has impersonated you, sufficiently well to pass the security checks. This isn't something Vodafone have 'done' to you. Someone has stolen,or you have been careless with, your personal information.

Compensation is a refund of expense, not a payment to make upset go away.

You urgently need advice about protecting yourself from fraud. I would seek it immediately.

kelwest

Techhead wrote: »

With respect you are missing the point.

Someone has impersonated you, sufficiently well to pass the security checks. This isn't something Vodafone have 'done' to you. Someone has stolen,or you have been careless with, your personal information.

Compensation is a refund of expense, not a payment to make upset go away.

You urgently need advice about protecting yourself from fraud. I would seek it immediately.

I am not carless with details, and no one knows passwords ecvt, so i have no idea who has my information, unless its family, but then i dont know why they would - how would i go about finding out who has done it???

Jon_01

There's probably no way you'll ever find out unless they try it again and get caught.

The odds are, it is someone you know. You'd be surprised how many times it is. As Techhead says someone would have to know most of your info to pull it off. Voda don't just let anyone call in and say 'I'm Mr Smith, send me 2 iPhone 7's'. They have to go through a full security check first.

Also, I wasn't aware that Voda even let you cancel by email? You have to clear security to do that as well?? Are you sure you used 'real' Voda email address ?

Guys_Dad

obvious answer is that the Vodafone rep you called made a mistake and extended rather than cancelled your contract.

But you should confirm if any new handsets have been sent out and then get Vodafone to check if they have, were signed for, and at what address.

I find it a bit coincidental that the "thief" knew both contracts were up for renewal at that point, knew your password and intercepted the handsets - if they were sent out - etc.

The vital thing is, given the problems that can arise years later when debt collectors suddenly appear on closed problems, is that you get something in writing from Vodafone when all this is resolved and then put it somewhere safe for future reference.

Also check that the sim is discontinued and not still operational.

Compensation??? Wait till Vodafone hit your bank account for any DDs relating to the renewal. At the moment, you need a better definition of distress. Ask any squaddie who has served in Afghanistan for their definition of distress.

kelwest

Jon_01 wrote: »

There's probably no way you'll ever find out unless they try it again and get caught.

The odds are, it is someone you know. You'd be surprised how many times it is. As Techhead says someone would have to know most of your info to pull it off. Voda don't just let anyone call in and say 'I'm Mr Smith, send me 2 iPhone 7's'. They have to go through a full security check first.

Also, I wasn't aware that Voda even let you cancel by email? You have to clear security to do that as well?? Are you sure you used 'real' Voda email address ?

i did it through vodafones website and they replied, and they have it on my account as i asked about it today

Techhead_2

kelwest wrote: »

I am not carless with details, and no one knows passwords ecvt, so i have no idea who has my information, unless its family, but then i dont know why they would - how would i go about finding out who has done it???

This is why you need proper professional advice. See the Citizens Advice Bureau, or ask your bank to refer you to a local organisation.

Vodafone

Hi kelwest,

I understand how worrying this situation is. I have actually had it happen to me in the past and it's extremely upsetting.

I can assure you that we have a fraud team that will investigate this in great lengths. It sounds like a fraud case has already been actioned for you but so that I can check to see what's happening, can you drop me an email to the address here with WRT135 FAO Heidi in the subject. Please also include a link to this thread.

Once I have your details, I can look into this in more detail for you.

Many thanks,

Heidi
Web Relations Team
Vodafone UK