Vodafone rep: Urgent help fraudulent transaction on my account

grumbler

Loanranger wrote: »

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

Well, it's up to you to want something unrealistic and to keep waiting.
Or you can just do now what they will tell you to do anyway when they come here at last.

macman

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?

That will be a system generated text, it doesn't mean they haven't acted. As long as you have reported the issue, you are not liable for any fraudulent usage after that time.
Is your mobile still working? If so the other handset has not yet been activated, or they've blocked it. The system won't allow 2 handsets to operate with the same number. And you said that it was a fraudulent upgrade, so not a new number.

Loanranger

My mobile is working normally receiving texts from Voda asking me to rate this experience of ordering a new phone....

Yes I will contact the rep through the link then.
Yes I will contact my local Police.

Silk

macman wrote: »

That will be a system generated text, it doesn't mean they haven't acted. As long as you have reported the issue, you are not liable for any fraudulent usage after that time.
Is your mobile still working? If so the other handset has not yet been activated, or they've blocked it. The system won't allow 2 handsets to operate with the same number. And you said that it was a fraudulent upgrade, so not a new number.

They won't send out a new sim for an upgrade though I don't think so OP's phone should not get cut off as far as I'm aware
Nor use any calls or data

Loanranger

I have phoned the UK police and now have an incident number. At least the Police are taking it seriously.
I'm now thinking that the new phone, whatever it is, will be sold on Ebay or similar to someone who will only find it's blocked when it's too late. That's if Vodafone have got round to blocking it yet...

Loanranger

I have used the above link to contact the Voda rep from here.
All this is very distressing.
The lack of communication from Voda beggars belief and especially when I told them it was fraud and two days later they went ahead and delivered the phone anyway.
I'm far away from home and being scammed is particularly unpleasant, especially when you're old and less able to deal with this.

macman

Loanranger wrote: »

I have phoned the UK police and now have an incident number. At least the Police are taking it seriously.
I'm now thinking that the new phone, whatever it is, will be sold on Ebay or similar to someone who will only find it's blocked when it's too late. That's if Vodafone have got round to blocking it yet...

The police will not really be interested beyond issuing a crime number.
Whether it's blocked or not is really not your problem after you'e reported it, it's Voda that will bear the cost, not you.
It's not so much the phone that is valuable, it's the SIM.

Loanranger

Yes, the police told me they'd only investigate if/when Voda contact them.
But Voda don't seem to realise that my account has been hijacked...they keep sending me texts and emails, even today, saying thanks for upgrading with Voda. This doesn't inspire confidence in their ability to stop this juggernaut.

macman

You have a complaint no. from Voda, so there's really nothing else you need to do. As already pointed out, if the other phone had been successfully activated then yours would no longer be working.

Loanranger

As I thought, the link posted above on this thread is not direct to the Voda rep ...so all I have done by posting the story again using that link is to complicate matters by getting another complaint number ....and still no reply.
Still no call back which was promised at 8.45AM.

Vodafone, your customer service is non existent.