fraudulant upgrade- Orange/ EE

any_name_will_suffice

Hi,

I don't usually hang out on this board, but I am having some problems with EE (I was formally an Orange customer) about a fraudulant upgrade on my Orange account.

I went away for New Year, and was in a rather remote part of Scotland.


On 31st December, I received two text messages from EE about my online account password details being changed. By the time I had stopped driving and reached somewhere I had a consistent coverage to make a call, I had received another text message arranging handset delivery.

I rang the lost/ stolen phone department, and it appears that someone has made a fraudulant upgrade on my account. The lady I spoke to assured me she had reset the details on my account, and I would hear from the fraud team within the next few days, I also gave her my partner's mobile number for them to reach me on as my network coverage was patchy.

She told me she would send me a text message with a code to access and reset the password on my online account. I didn't receive this, and on 2nd January I rang again, again I was reassured my account details had been reset, and she would send me another text message to reset my online account details- I received this and reset my online account password.


On 7th January, I received another text message about delivery of my handset- I rang the lost/ stolen department and was told to ignore this, it was a computer generated text message, and my account had been reset to where it was before, I didn't need to worry and the fraud team would be in touch.

On 13th January I came home from work to a "Welcome to EE" letter, and I noticed my contract end date was December 2015. I checked my online account which showed the same. I rang the lost/ stolen department again, and was told the fraud team would get back to me within 3-4 days. I said I was getting a bit frustrated, and asked for the name of the man I was speaking to, telling him I was getting the impression I would need to gather all the information together as things weren't getting resolved. He told me he was going to raise a complaint on my behalf, and arranged for someone from the Complaints Team to call me back within half an hour. I explained I was aware that my contract was ending in March 2014, and was starting to consider my options.

An hour later the Complaints Manager rang me, we had a very brief conversation as I was out walking my dog, and he told me the timescale for responding to complaints is 10 days.


Today, I rang EE again. The first person I spoke to told me she couldn't make any changes from my account as it has a fraud marker on it, but the fraud team would be in touch. I said I wasn't happy with this, as I had been told this before, and had raised a complaint already, and asked to speak to someone in complaints. I was put on hold and then the phone went dead.

I rang back, and this time the person I spoke to told me I can't speak to someone in complaints as they are not a customer facing department, and she would speak to the fraud team. I was put on hold again, and told that the fraud team were not available, and she would personally ring me first thing on Monday morning, to resolve the issue "once and for all".

I am honestly not holding my breath, and feel I am getting fobbed off each time I ring.

I will wait until the end of Monday, and if I do not hear anything, I want to put my complaint in writing to EE, but on their website I couldn't find any details for how to do so.

Does anyone know the best address or email address to use please? I know my contract is finishing in March 2014 and before this I was considering leaving EE as my partner works for another mobile network who have a good staff discount on tariffs, and the lack of EE customer service I have experienced in the last month is somewhat helping my decision. I have been an Orange customer for over 10 years, and have always found their customer services good, so this has been a bit of a surprise!

Thanks

Any name

Jon_01

I can tell you, no one from the fraud team will ever call you. They're now a none customer facing dept and aren't even based in the UK any more.

They will look at what's happened and put notes on your acc, then let the agent know that you spoke to in the first place. Its then their job to call you and update you on what's happening. This can take up to 10 days as they've told you.
Once a fraud flag is on your acc on one in frontline can do anything to you're acc.
I agree that the system is fundamentally flawed as no can contact the fraud team now, they can only email them or add note pads to acc's to alert them of problems. The only dept that can now contact them is the Exec team.

grumbler

any_name_will_suffice wrote: »

I have been an Orange customer for over 10 years, and have always found their customer services good, so this has been a bit of a surprise!

I guess your good experience was before the EE adventure started.
Now it's all went down the toilet.

Jon_01

grumbler wrote: »

I guess your good experience was before the EE adventure started.
Now it's all went down the toilet.

Amen to that,