Vodafone Fraud - iPhone 5

DanWicks

Hi all,

My girlfriend and I are both on Vodafone and have just become eligible for upgrades. Recently she has been having some fraud on her account where someone keeps changing her address.

She set-up a PIN on her account and changed her online password but somehow they managed to change it again and tried to order a phone. Luckily they sent a confirmation text for this order so she could quickly phone and tell them to cancel before it was sent and change the address back. The customer services were very adamant they were not in the wrong and it would never happen again.

Now today she received a call and they have sent an iPhone 5 to a different address and if they cannot get it back on Wednesday she will be charged for it. They are also saying she is tied into a new contract.

Obviously she is not happy and as she works long hours does not have much time to deal with it. I was wondering if anyone had any advice? She is going to put in an official complaint and then from what I gather we can go to the Ombudsman. But was wondering if there is anything else we should be doing?

She wants out of her contract as soon as possible and does not have enough in her account to cover the cost of an iPhone 5 if they charge her.

Thanks for your help!
Dan

Cycrow

i doubt the Ombudsman will be able to help here, they dont really deal with fraud.

what you need to do is contact vodafone and tell them of the fraud so it can be sent to the fraud department to be looked into.
This will take some time to investigate thou, and theres no quick solution

Next you will need to find out how the fraudsters are getting your information.
make sure you scan all pcs for viruses incase of trojans/keyloggers, change all passwords to your accounts and make sure your not throwing out personal documents

grumbler

Cycrow wrote: »

i doubt the Ombudsman will be able to help here, they dont really deal with fraud.

It's not just fraud. It's repeating breach of account security that Vodafone are notorious for.

Next you will need to find out how the fraudsters are getting your information.

They have got some information once. Now it's Vodafone fault that they keep failing to check the extra password/PIN that was set for the account.

lordra

She can ask that all orders be confirmed twice, confirmation email to her email and yours and also a phone call/text to your number and hers. And as grumbler said, they should ask for a phone pin. Check for keyloggers and run full system scans. Make sure your firewall is turned on and you have an active and uptodate anti virus. See if you can schedule a boot time scan as well. Does she use just one computer or many? Women are notorious for being slipshod when it comes to online security.

Links for:
1. Anti Virus:
http://www.filehippo.com/download_avast_antivirus/

2. Anti Spyware A:
http://www.filehippo.com/download_spybot_search_destroy/

B:
http://www.filehippo.com/download_spywareblaster/

3. Firewall:
http://www.filehippo.com/download_zonealarm_free/

Update your browsers, flash, java and Adobe Air products as well. Filehippo will have all that you need.

Write an official complaint to the vodafone fraud team. Post here and they should Pm you and just follow through from there.

http://forum.vodafone.co.uk/t5/Pay-monthly-services/bd-p/paymonthly

Vodafone

Hi Dan,

I can appreciate the concerns you've raised.

If your girlfriend would like me to take a closer look at this could you ask her to email me with her details via the link in our profile here?

All she'll need to do is copy and paste the link into her web browser and it'll take her to the Contact us form on our website. To make sure it reaches me could she also quote the code WRT135 - MSE in the subject line?

Once sent she'll receive an automated reply with a reference number. Could you update the thread with this and I'll get back to her as soon as possible?

Kind regards,

Lee

Web Relations

Vodafone UK

DanWicks

Thanks for all your help and advice, she accesses her account through an android tablet so have installed a virus scanner on that and got rid of any dodgy looking apps. She has put in an official complaint and a friendlier guy gave her a ring this week to say they have opened an investigation into it so will see how that goes.

Also good tip about getting everything confirmed twice lordra will make sure she requests this when she next calls them.

VodafoneInsider

When fraud has previously occured on an account, STANDARD procedure is to put a restriction on the account so for any phone orders, the advisor has to call the the customer back on there phone as a security measure. Put in a complaint and make sure it goes to the Ombudsman if Vodafone don't resolve to your satisfaction. Ombudsman will have a field day as it were

Vodafone

DanWicks wrote: »

Thanks for all your help and advice, she accesses her account through an android tablet so have installed a virus scanner on that and got rid of any dodgy looking apps. She has put in an official complaint and a friendlier guy gave her a ring this week to say they have opened an investigation into it so will see how that goes.

Also good tip about getting everything confirmed twice lordra will make sure she requests this when she next calls them.

Hi Dan,

Thanks for returning to the thread.

If your girlfriend needs any further help please let me know.

Kind regards,

Lee

Web Relations

Vodafone UK