Tesco Mobile Fraud

Grockleman

I'm on a £10pm sim only deal with Tesco Mobile, and have been for several years.
Today I received a letter through the post from Tesco Mobile that seemed to be suggesting that i had taken out a new contract, which I hadn't.
I called Tesco Mobile and after explaining to the lady operator, she put me on hold and went to investigate further. She then returned and said she was going to raise a fraud incident on my account as it looked as though I had receive the letter but not a phone, so someone has claimed a new phone using my details.
She was unable to bring the fraud form up on her system as it was running slow, for which she apologised several times.
She then asked me to call back in five minutes, explain the whole thing again and that I had talked to her. I explained that the event was no fault of mine, so why should I have to call back when I have more important things to do.
She said that's fine and she would try to solve the issue from her end.
The operator was polite and helpful, but the call did still leave me feeling uneasy that I might have money falsely taken from my account by Tesco sometime in the future.
In an attempt to protect myself I tracked down the Tesco Mobile CEO and sent them an email explaining what had happened, and asking them to reassure me that this matter is no longer a problem for me.
I think I have this covered, but I thing Tesco Mobile customer service could do a lot more to reassure customers that they are not under threat of further billing for mistakes or frauds that are not of their making.
I now feel I have to monitor my account even closer than normal just to reassure myself Tesco don't wrongly claim payment from me.

PHK

I think obstinately refusing to call back when there is fraud involved was perhaps not the wisest of moves. 

EnPointe

PHK said:

I think obstinately refusing to call back when there is fraud involved was perhaps not the wisest of moves. 

indeed  when the advice  with reg\ard to  fraud and  telephone calls is to call  the organisation back on their  published numbers and ideally for you to be on a different line 

Olinda99

it would be better to spend the time calling back rather than emailing the ceo, posting on here and not to mention the time you will spend monitoring your account.

I certainly wouldn't have more important things to do if someone had taken out a phone contract in my name

Tasti

This is still going on!! My personal details seem to have been stolen. Someone is using my name and address has ordered at least two iPhones from Tesco Mobile online. With the help of a guy in a Tesco Mobile shop (their Customer Service line is useless), we were able to find the shipping references for DPD. Both phones were 'apparently' delivered to neighbours. But they weren't, I have some CCTV pics of one of the deliveries, but it's a bit far away. When I asked my neighbours about it they said they knew nothing about it, despite there being pictures on the DPD website of someone with a package in their hand standing by a slightly open front door. We're still working on it as Action Fraud won't get involved until I lose money. This will happen when the first bill is due. My banks have been informed.

JSmithy45AD

Tasti said:

This is still going on!! My personal details seem to have been stolen. Someone is using my name and address has ordered at least two iPhones from Tesco Mobile online. With the help of a guy in a Tesco Mobile shop (their Customer Service line is useless), we were able to find the shipping references for DPD. Both phones were 'apparently' delivered to neighbours. But they weren't, I have some CCTV pics of one of the deliveries, but it's a bit far away. When I asked my neighbours about it they said they knew nothing about it, despite there being pictures on the DPD website of someone with a package in their hand standing by a slightly open front door. We're still working on it as Action Fraud won't get involved until I lose money. This will happen when the first bill is due. My banks have been informed.

Unfortunately it's become fairly commonplace over the last few years, it's not just on Tesco obviously.