Vodafone rep: Urgent help fraudulent transaction on my account

Loanranger

URGENT HELP REQUIRED FROM VODAFONE REP FRAUDULENT TRANSACTION

I need urgent help to resolve a fraudulent transaction on my mobile account with Vodafone.
There is fraudulent activity on my account and Vodafone are not listening to my complaints nor acting to stop the fraud.

TIMELINE:
This nightmare began early on Monday morning 8 October 2012 when I received a text informing me that ‘my’ recent order is being processed and that ‘my’ upgrade is in process.

Please note: I have not upgraded my account nor have I ordered a new phone. My last upgrade was in July 2011.

I immediately sent Vodafone an email informing them that this was a fraudulent transaction. I requested a reply by email as I am on holiday in Spain. On Monday evening, someone with an Indian name, I didn’t catch what he said his name was, phoned me and I asked him to email me as I am on holiday in Spain.
He did email and agreed that he had detected fraud on my account and someone would phone me.

I have emailed several times asking Vodafone to resolve this problem and not to deliver the phone as it’s fraud but in spite of me contacting Vodafone on Monday morning to inform them that the transaction is fraudulent they continued with the order and delivered the phone to an address in London. I live in the East Midlands. The person who signed for the phone is not on the Electoral Roll at the address in London.

To make matters worse, the person who has stolen this new phone in my name has upgraded to a monthly plan for this new phone at 47 pounds per month. My plan is 10.50 pounds per month.

I rang Vodafone this morning at 8.45 AM from Spain and someone named Adam promised to ring me back on this Spanish landline where I am staying. That was several hours ago.

I am an old age pensioner who barely uses my mobile and I am extremely distressed by this. I am now getting texts asking me to rate my experience of this transaction. It is therefore apparent that no-one has put a stop on this account.

To recap:
Someone has committed fraud on my account; Vodafone have delivered a new phone that is not to the account holder’s address and to someone who is not on the electoral roll. Vodafone have continued to process this order for a new phone in spite of me informing Vodafone two days earlier that it was fraudulent. Vodafone promised to ring me back this morning but have not done so.

I hope the Vodafone rep sees this and gets in touch to help me resolve this nightmare.

grumbler

Instead of waiting for the reps to come here contact them as they always advise:

Vodafone_company_representative wrote: »

...
If you could contact me via the link here with WRT135 FAO Heidi in the subject, I will investigate further.

If you could also include a link to your post and a contact number, I will get in touch.

Many thanks,

Heidi
Web Relations Team
Vodafone UK

macman

It doesn't matter if the phone has be delivered, as long as Voda proceed to IMEI block it. The fraud can then be investigated accordingly.

Loanranger

Thanks, but I have already emailed Vodafone and therefore have a complaint number. This link does not take me to the Vodafone rep's email but to Vodafone's general complaints email service I think... the form is identical. I think to have two complaints numbers will complicate this more than it is already.
I really just want the Vodafone rep to PM me so I can give her the identifying info.

Loanranger

Vodafone are sending me texts to ask me to rate this order... doesn't look to me as though they have blocked that phone.
Should I be ringing the Police as this is fraud and theft?

Silk

Loanranger wrote: »

I really just want the Vodafone rep to PM me so I can give her the identifying info.

The Rep's don't have the PM function enabled so that isn't going to happen.

Loanranger

But I do have the PM function enabled so can't I respond to a PM from them?

banger9365

stop messing about with emails and ring them ,yes it will cost from spain and i think you will have to bit the bullet on the cost of the call as its fraud,to sort it

Silk

Loanranger wrote: »

Vodafone are sending me texts to ask me to rate this order... doesn't look to me as though they have blocked that phone.
Should I be ringing the Police as this is fraud and theft?

I would be tempted to ring the Police to get an incident number for future ref. just to cover yourself even further.

Although to be honest I think you've done very well so far.

To be honest considering the circumstances and Vodafone's awarness of the situation and failing to act, the villains almost deserve to get away with it :rotfl:

Loanranger

Banger, I have phoned them this morning.

Silk

Loanranger wrote: »

But I do have the PM function enabled so can't I respond to a PM from them?

No... the Reps arn't able to send PM's or recieve them