18-04-2012 12:24 PM
Newby to the forum. Checking my account I uncovered a fraud, some scum from a completely different part of the country taking out 2 iphones on my account, Are Vodaphone staff suspect passing details on? Forum feedback on past fraud handling does not instill confidence.
has anyone had experience of who is responsible for prosecution? are overpayments (approx £1000) refunded by vodaphone? How long does it all take to sort? Will the fraud team inform me when the fraud is proven? Had to suspend my legal phone numbers so cannot use but the scum can still use the illegal phones, costs a fortune in landline calls speaking to vodaphone who do not call back alternative numbers, which would be nice just to confirm they are on the case. Customer Services of little help as the fraud investigation team seem to be more like MI5.
18-04-2012 12:58 PM
I’m sorry to see about fraud on your account.
When it comes to fraud on a customers account it can be done when a customers knows sufficient information about you to gain access to your account and pass the security questions.
However we will need to raise this to our fraud team if it has not already been done so it can be investigated and also and charges removed if applicable.
So we can do this I have sent you a quick PM please follow the instructions on the PM and one of our team wile b able to pick this up for you, alternatively this can also be done through 191.
You can find your PM inbox here.
23-08-2012 06:01 AM
I have had someone sign up to an iphone contract on my account - and Vodafone are being very, very sloppy about protecting my account. I also have no idea when this issue will be investigated and resolved.
Looking online, it seems this is happening more often than I thought. My incident happened on 21/08/2012. I called customer services about an enquiry @ 13:16, and during the course of my call, which lasted 14mins 15 secs... a text message arrived on my phone @ 13:22 stating I would have a 'parcel' delivered to me.
I didn't notice the text message until after I had finished with the call. To cut a long story short, it turns out someone had signed me up to an iphone + brand new iphone handset to be delivered next day! (No mention of the word iphone or any such contract had been made at an point during my initial conversation with vodafone)
The next day someone perporting to be me called up vodafone to get the 'delivery consignment' number. The delivery had been set to arrive at my address and I can only assume someone was trying to intercept it.
Vodafone cannot tell me when it will get sorted out, whether or not money for fradulent contract will come out of my account before they conclude their investigation, when they will conclude investigation, who (internally) set up account. What do I do?!!
Are they compromising my identity?
How did someone 'manage' to sign up to another contract in my name - within minutes (and during) of my call to their '191' customer services number?
It seems I am not alone. I notice vodafone say 'it is bacause someone may have got hold of your details' - but I suspect an internal security loophole - i.e. a rogue employee or system leak. I will go to a lawyer as it is distressing. How comes the stories are similar....