Fraudulent order on my Vodaphone account

Christabel

I use a sim-only package with Vodaphone which costs me £10 a month, payable by direct debit. I've had it a couple of years and it works well. Yesterday I happened to be in Bristol City Centre when I received a text from Vodaphone confirming my internet upgrade order. As I hadn't ordered anything I went into the Vodaphone shop and investigations found that someone had hacked my Internet account and ordered a new expensive phone which they were going to pick up from a Vodaphone shop, I don't know which one. I would then end up paying for this phone and no doubt any expensive calls they made. The manager disabled my account and told me to ring the Returns Department to tell them what had happened. He said only I could do that because of data protection.

When I rung them half an hour later, Returns told me they only deal with phones being returned and as I hadn't received this phone then it was nothing to do with them. They went on to assure me that the fraud department would deal with this but 24 hours later I haven't had a text, call or email from Vodaphone and am concerned that I will end up picking up the tab for this fraud. Your advice please?

grumbler

A similar recent thread: Vodafone rep: Urgent help fraudulent transaction on my account

Christabel

Thanks Grumbler for that info. I've read it now and it seems identical. It must have been worse for that person being out of the country though. I just rang Vodaphone again to see how they were getting on, only to find that nothing had been put on my record about the fraud! Luckily the girl said the iphone, as it turned out to be, hadn't been delivered to the address in Coventry (no connection with Coventry for me and I live in South Wales) so she could stop that. She tells me the fraud team will ring me within 5 working days so let's see what happens next.

Vodafone

Christabel wrote: »

Thanks Grumbler for that info. I've read it now and it seems identical. It must have been worse for that person being out of the country though. I just rang Vodaphone again to see how they were getting on, only to find that nothing had been put on my record about the fraud! Luckily the girl said the iphone, as it turned out to be, hadn't been delivered to the address in Coventry (no connection with Coventry for me and I live in South Wales) so she could stop that. She tells me the fraud team will ring me within 5 working days so let's see what happens next.

Hi Christabel,

Thanks for making me aware of this.

In the event that you'd like any assistance from me could you email me with the relevant details via the link in our profile here?

All you need to do is copy and paste the link into your web browser and it will take you to the Contact us form on our website.

To ensure that it reaches us could you also quote the code WRT135 - MSE in the subject line and once our automated reply arrives update the thread with your email reference number and I'll get back to you as soon as possible?

Thanks,

Lee

Web Relations Team

Vodafone UK

Christabel

I was pleased that Lee from Vodaphone made contact and did just what he said, quoting the reference he gave, but have had no reply from him or anyone else from Vodaphone.

To add insult to injury, this morning I had an automated email from them thanking me for my new iphone order and confirming the amount I would now be paying per month! I will again ring 191 to see if I can sort this out but Lee, where were you?

*Sally*_2

I also sent email enquiry off FAO Heidi as she is also Voda Rep this was 2 nights ago, I received email confirmation from web team saying they would contact me within 48 hrs, im still waiting and had no contact whatsoever from anyone. Not good service is it.

I contacted customer services again yesterday tea time and they have arranged a call back from supervisor as the assistant couldnt help me (this is after being on the phone for approx 45 mins) with my problem but again told its up to 48hrs.

shakeitright

Have you tried tweeting them https://twitter.com/VodafoneUK might get quicker results.

barak

Christabel wrote: »

I was pleased that Lee from Vodaphone made contact and did just what he said, quoting the reference he gave, but have had no reply from him or anyone else from Vodaphone.....

I'm surprised that anybody is managing to contact Vodafone's Customer Services by email from that link as it's not working for me.

Vodafone

Christabel wrote: »

I was pleased that Lee from Vodaphone made contact and did just what he said, quoting the reference he gave, but have had no reply from him or anyone else from Vodaphone.

To add insult to injury, this morning I had an automated email from them thanking me for my new iphone order and confirming the amount I would now be paying per month! I will again ring 191 to see if I can sort this out but Lee, where were you?

Thanks for your time on the phone during the weekend Christabel.

Should you require any further assistance from me in the future you know where to find me.

*Sally* wrote: »

I also sent email enquiry off FAO Heidi as she is also Voda Rep this was 2 nights ago, I received email confirmation from web team saying they would contact me within 48 hrs, im still waiting and had no contact whatsoever from anyone. Not good service is it.

I contacted customer services again yesterday tea time and they have arranged a call back from supervisor as the assistant couldnt help me (this is after being on the phone for approx 45 mins) with my problem but again told its up to 48hrs.

Hi *Sally*,

It's just a quick post to confirm that I've picked up on your concerns in your thread here.

barak wrote: »

I'm surprised that anybody is managing to contact Vodafone's Customer Services by email from that link as it's not working for me.

Hi Barak,

In the event that you've successfully sent your email could you let me know your email reference number from our automated reply?

However, if you haven't could you email me with a contact number only at [EMAIL="eforum.web@help.vodafone.co.uk"]eforum.web@help.vodafone.co.uk[/EMAIL] and again quote the code WRT135 - MSE in the subject line?

Thanks,

Lee

Web Relations Team

Vodafone UK

Christabel

I'm pleased to say that I've now had a telephone call and a letter confirming that my account was definitely hacked but its all been sorted now. I've set up a new password on my account and it all looks ok. I will be back to paying just over £10 a month rather than the £47 that the thief had committed me to.

I just hope that the lowlife living at the delivery address for the new phone in Coventry has had his collar felt by the cops but am not holding my breath. It would be good too if Vodaphone would agree only to deliver any new phones to the account holder's address or a Vodaphone shop where you have to show ID before taking it away. Its not rocket science is it?

Thanks to all who responded.

Vodafone

Hi Christabel,

Thanks for returning to the thread to confirm that your concerns have been resolved.

Best wishes,

Lee

Web Relations Team

Vodafone UK