Network Queries

[willthedeck]

Hi everybody...Hopefully someone on here can help me..My account was up for renewal this month but I have decided to stop my contract and go to pay as you go as the reception is terrible where I live(remote Scotland)Anyway I phoned vodafone on the 9th to tell them this and that was fine,my account would be cancelled on the 9th of june..All good so far..!Today a SMS text came to my landline telling me my new shipment would be delivered tommorrow to an address in London...What shipment? I phoned vodafone and it turns out someone has ordered a phone in my name..BUT, the helper in Egypt had terrible English and really was no help... Is there a uk number I can call..? My account has been cloned im sure and I'm getting a bit worried about this..How has this happened? Vodafone if you're reading this give me a hand here...All I wanted to do was cancell my contract..Now somebody has ordered themeselves a shiny new HTC x one in my name....

[bertyb]

Quite often it can simply be some kind of admin error , but of course it could be a potential fraud - sounds like there has been a language barrier when you have called in (Scotland v Egypt, I know this myself coming from the same place as yerself !) , 

It can also be fraud where someone has stolen your details to get a phone, don't worry first of all, there is no sure way to get a uk call centre, but call up and ask them to investigate the issue, I would also ask them to get the consignment number and contact their courier (nearly always DPD) and ask them to not deliver it, 

Vodafone have a fraud team, who can investigate for you, and get everything resolved, this can take a few days while they investigate, upto 2 or 3 weeks sometimes.

Generally I would also raise my awareness for anything else in your life, ID fraud is just a fact of life these days, it happens - to myself also once a few years ago.  People can normally get your details from anything from the electoral roll, to Facebook and so on, 

[James]

Hi willthedeck,

Thanks for your post here and making us aware of your situation.

Bertyb is spot on here and so that we can take a look at this and raise a case to our fraud team for you I have sent you a quick PM, please follow the instructions on the PM and one of our team will be able to get the ball rolling for you.

You can find your PM inbox here.

James

[SS18]

Hi there

Similar thing has happened to me.

I have two contracts on my account and both are due for renewal at the end of the month.

I had contacted Vodafone for PAC codes to switch elsewhere but would deal with this at the end of the contract.

I received a text message on both phones to confirm my weborder upgrade and also an email confirming the new phones are being sent out and on my account are details of two new monthly two year contracts.

I called Vodafone and they advised that two new Samsung Galaxy SIII contracts had been set up online - how can that happen without someone getting into my account!

The delivery address is also in London - I live nowhere near London - suspicious!

DPD have been contacted and both phones have been marked to be returned to Vodafone.

The person who I spoke to within Vodafone kept on advising that they were taking personal care of the situation and did not want me to speak to anyone else about it.  They did not want to address the situation at all other than to say that they had resolved everything.  I personally think it has hardly been resolved as had pulled up some serious security issues for me. They did not understand I am in the situation where my online account is still open and has details of the two new contracts that were set up and why did they organise to deliver to an unconnected address anyway?  What would have happened if I had not phoned to query this? how did someone get into my account?

[Simon]

Hi SS18

Thanks for your post. To place orders online a number of stringent security checks are in place to ensure that we are protecting both ourselves and our customers against fraudulent activity. If you have been subject to fraudulent activity on the account then the person ordering the phones would be required to know a considerably sufficient amount of your personal data.

That said, wherever a reason for the activity can be found then you have every reason to know what has happened on your account so we'll be more than happy to take a look at this for you and ensure that the case is resolved. I've sent a private message with details of how to contact us directly.

You can find your PM inbox here. If you can't access this link, please ensure that the box next to "Turn on private messages" is ticked on this page, and let us know if you need any further assistance.

Thanks

Simon

[SS18]

I received your email and chased up with a call to Customer services on Friday.  They told me that someone from the Fraud department were going to be calling me back on Saturday - I have heard nothing.

I urgently await an update and would say that this whole matter has been dealt with disgracefully.

I have been left in a position of knowing that someone has hacked into my account with no blocks put on that account at all and with no valid explanation from Vodafone

[DaveCD]

Hi SS18

Thank you for your post and I am sad to see the frustration this has caused you.

I can see we have tried to call you and as you were unavailable we sent you an email, if you can respond to the email we will proceed from there.

Many Thanks

DaveCD

eForum Team

[SS18]

I did respond to the email and not heard anything since

[SS18]

I have now had an email to state that my bill is ready - would that be the bill that part of it is based on the new contracts that I didn't sign up to that I have just seen on the account that I can still log into with the same details that have been hacked into before?

this is so frustrating I need someone to get to the bottom of this and need action taken by Vodafone - but I suppose that Vodafone are Ok as you have got the phones back - it obviously doesn't matter at all about customer service and the situation they are left in. This matter has now been ongoing for me for 1 and a half weeks I do not call that satisfactory at all.
The sooner I can get away from Vodafone the better as far as I am concerned

[Dave]

Hi SS18,

Thanks for your time on the phone earlier and I'm glad to have help resolve this for you.

Dave

[janewatson]

Hi, last week i was a victim of a sim card fraud...that apparantely Vodafone have never ever experienced before...hmmmm....

Here goes -  Friday morning i noticed i had no credit left on my phone, now i knew this was impossible. So i phoned vodaphone (at a cost of 25p!), they asked me to call out all the phone calls i'd made the day before, which i did.  What about the International ones? came from the response. WHAT ?????? - I HADNT MADE ANY INTERNATIONAL CALLS! ..yet it showed on the system that 2 calls had been made to Italy the evening before! ....from my number, but not my phone........it took a hell of a lot of convincing before they agreed to refund me, as they were absolutely certain i had made those calls (which was impossible by the way, as was travelling when the two calls were made and had my phone on me). Very very weird!. Anyone heard of anything similar?

[SS18]

So after being advised that my account had definitely been subject to fraud transactions I was advised extra security would be placed on my account.   I go into my emails this  morning to be presented with emails advising that my receive upgrade renewal on one of my numbers had been dealt with and my new phone had already been delivered this morning to an address in Coventry this time!

I called Vodafone to be told virtually that it was all my fault as someone has got my details and are ordering phones through the website using my account details - I could not believe this at all.

Surely there should have been many alarm bells ringing once the order had started to go through if this had just recently happened to me.

There seems to be more concern at Vodafone this time around though as the phone had already been delivered so someone somewhere has a new Iphone 4s apparently and signed me up to an 18month contract for over £50 a month.

The person I spoke to did not seem at all concerned about how distressed this whole matter has been for me they are just concerned about getting the phone back and telling me basically how stupid I am.

I then ask for PAC codes as I have lost all faith in Vodafone and do not want anything at all to do with them  - to this I was told but if you move away from Vodafone when all of this has just happened and you have reported fraud it will look suspicious!

I was totally shocked by this - can they not understand that due to their lack of security checks I do not want anything to do with Vodafone at all.

Also, apparently due to the fact that I am just into a contract I may have a cancellation charge - that would be the cancellation I will be putting through onto a contract that is due to the person who has carried out fraud on my account - unbelievable.

I am now in contact with the Police and will provide them with my case reference but to say I am totally disatissfied with how this matter has been dealt with is an understatement.

[DaveCD]

Hi SS18

Thank you for your post and I am sad to hear of this.

I can certainly understand your frustration and I have just called to discuss this with you, as you were unavailable I have left a voicemail and also sent you an email.

If you would like to discuss this with us please reply to the email and either myself or one of the team will be in touch as soon as we can.

Many Thanks

DaveCD

eForum Team

[SS18]

I was driving when the call came through and so unable to take your call. Please try again any time and I will hopefully be able to answer

[SS18]

I now have a Police crime reference number if you require it.  I would appreciate if someone could actually contact me regarding this matter

[Simon]

Hi SS18

I have just tried to contact you again and was only able to reach your voicemail. I've replied to you via e-mail with further information.

Thanks

Simon

[SS18]

I would prefer to provide you with the crime reference number over the phone.

I am back at my desk and if you call me again I should hopefully be available to answer

[SS18]

I realise I was not available when you called I was on the other line.

I would appreciate if you could continue to try to call me and hopefully I will not be on the other line.

There are never any particular good times to try me!

Thanks

[Dave]

Hi SS18,

Thanks for your time on the phone. 

As discussed, I'll call you again on Thursday to keep things moving for you.

------------------------

janewatson - I'm disappointed to hear of the issues you've had regarding this. I am glad, though, to see that you have been credited back for the calls.

If you do require further assistance, please let us know and we'll be happy to step in for you.

Dave

[FraudWatcher]

I have had the same thing happen to me with somebody fraudulently changing the address on my account and then ordering a new phone/contract.  It seems like Vodafone has a big problem here that they can't/don't want to deal with.  The really disappointing thing though is the poor manner in which they appear to be treating us victims of this.

Shame on you Vodafone. 

Regards,

Steve