Advice: Fraud Case with EE

KLogic

Hi All,

Just looking for some advice on the current issue, I'll give you a background and the contact I have made so you get a full understanding.

Back in December 2015 I suddenly lost signal on my phone, and was receiving some weird texts stating they were from NatWest. Someone had called NatWest and withdrew £1000s from my savings. It turns out that I was a victim of a 'Sim Swap' fraud.

Someone called EE, apparently answered all of the security questions correctly and they activated a new SIM on my account (which meant I could no longer receive signal from my original SIM). Anyway, because NatWest had my mobile number with my account - they sent an activation code to that number (which the fraudster had compromised) and then asked to withdraw that money.

I firstly called the bank, they dealt with the request quiet well - everything was resolved within 24 hours. However, EE I'm still trying to resolve.

1st Contact (Dec 15): I called them to ask them to cancel my account (on advice from my bank), they were reluctant (but nevertheless said my account was cancelled). They also stated a fraud case was raised.

2nd Contact (Dec 15): I queried how the Fraud case was going, of which they stated no one had cancelled my account, it was just 'suspended' and no fraud case was done. I raised another fraud case.

3rd Contact (Jan 16): A DD was taken from my account, I queried this with EE - they stated that the account was not cancelled but still suspended and the charge could be refunded when the fraud case was completed. I hadn't received the service from EE for a month.

4th Contact (Feb 16): I called again to ask how the fraud case was going, there was no update.

5th Contact (Mar 16): I received a bill from EE stating I owed them money for my account (I cancelled the DD from the bank), so I queried this - they stated that the account has never been cancelled only suspended during the fraud, but payments have been rolling over. I asked if this could be wiped, of which a agent stated they'll chase this up and get the fraud case resolved.

6th Contact (Mar 16): I received a further bill from EE, threatening they'll revert the amount to a debt collection agency - I again queried this and was passed to a manager who stated 'I need to send the handset back to EE before it can be cancelled'. I agreed and asked him to confirm via an email, which he has, but I replied asking for the original transcript which took place when my details were compromised.

7th Contact (Mar 16): After no reply to the previous email stated above, I called to see if I can get the transcript - they said yes, send in a letter and a £10 cheque!! I asked if there was any news on the fraud case, which they said no.

Am I going crazy or is this stupidest thing you've ever heard?! I'm pretty certain, somewhere along the way EE have given away my details to a fraudster, which led to this - but they are asking I pay £10 for the privilege to get this!! Is there any legality they could have broken? I have no idea about the legal side of this, but I'm anxious to get EE moving as soon as possible to see which of my details have been compromised!

Is there any advice you could give me...

Many, many, many thanks!

Jon_01

Ever since the fraud team was moved overseas (after the T/Orange merger) it's gotten worse and worse!

They're right that an acc can't be cancelled while an investigation is on going. But the investigation should take a couple of weeks tops, not months.

You need to get on to the Exec team, they are now the only one's with direct access to the fraud dept (all the csr's can do is send emails!).

I think their number is; 01707 315000. But if that's wrong now, I'm sure someone will correct it.

cookie365

I know BBC Moneybox have featured this kind of scam recently, they may be interested to hear your story.

KLogic

Thanks guys, I'll take a look at BBC MoneyBox (I believe this is Radio 4, as I listen regularly?!) and thank you Jon 01 for the advice.

James