24-07-2011 03:08 PM - edited 24-07-2011 03:13 PM
Our Fraud Risk and Security department is now looking into this case, we wouldn’t be able to comment any further as they will not divulge any information to us due to the nature of the issue. As soon as our fraud department has investigated this case completely they will be in touch with their findings.
25-07-2011 09:00 AM
So, to repeat myself, does that mean I am expected to pay somebody else's bill until it has been resolved? The contracts which I cancelled have been renewed at a much higher rate so my bill this month is huge. Presumably if I don't pay it, I will be cut off (there is still one number on the account which still has about a year left on the contract) Or is this on hold, too? Do I hold off paying it until the matter (which it would appear is a result of Vodafone's poor security) is sorted out? Please advise! Thanks.
25-07-2011 09:13 AM
With any fraud case the Fraud team do have to investigate the issue fully.
I do understand that this is very frustrating as someone has used your details to obtain a new contract.
What we can do is hold the account for you during the investigation, so that you don't have to pay for the extra line rental.
After the investigation, any credits that are due will be added to the account.
So that we can look at holding this for you I have sent you an email. If you can reply back to that with the relevant information we can sort this out together
23-10-2011 01:36 PM
Hi, I am in exactly the same situation as all the other posts on here. Someone has tried to get the new i phone 4s on my account. A text message to my mobile last Thurs alerted me to the fact that something was wrong. I've done all the usual - rang vodafone (who didnt seem that bothered by it) gone on my online a/c, tried changing details back etc. I am NOT prepared to pay the extra p ayment - I have been a loyal customer of vodafone for years and I think I deserve better treatment and at the very LEAST someone to call and explain what is going on, explain HOW THIS IS ALLOWED TO HAPPEN and what compensation I will get. From one VERY ANNOYED long time customer!
23-10-2011 02:02 PM
Just as Martin stated we do have a dedicated Fraud and Risk team who deal with all aspects of these cases.
If you'd like me to check that your case has been escalated to this team, then please reply back to the email I've sent to you, and I'll be happy to look into this matter for you.
23-10-2011 08:07 PM
Is there any reason why none of the posters on this thread have ever come back to say that their issue has been resolved ? This makes it look as though all these cases are still ongoing, and surely that can't be right several months further on?
26-10-2011 06:59 PM
04-12-2011 01:49 AM
So I am up at 1.38 am searching for ways to deal with Vodaphone because I can't sleep AGAIN. I feel for the people on this forum and empathise greatly. I DO NOT have a vodaphone account, yet someone has ordered a phone and run up a bill in my name at my previous address and because I won't pay it have now instructed a 'door step collection'. How very helpful. This is an ongoing case, since September. 4 months later there is still no resolution. In fact, Vodaphones fraud team are so quick to react they have NEVER contacted me. It's amazing> The customer services even told me that the phone was registered in someone elses name! Unbelieveably, I was given the fraud phone number today after being repeatedly told there was no direct line, and even once, no fraud dept! I have given them a crime ref number and even that's not good enough. I am now at the point of contacting Ofcom and my solicitor. I do not believe my children should witness a collection agency at the door and as the victim in all this, I shouldn't be exposed to it either. Vodaphone have not taken this seriously at all and this is evident in the lack of communication from them (NONE AT ALL), customer support staff not knowing what to say (I have actually been told the case was closed - it seems not though) and the fact that their complaints procedure is a standard 900 word 'box' to customer services, shows that they really have no respect for their customers views (even though I'm not a customer and NEVER will be).
The fact that posts on this forum seem to get responses is my last hope being I start my own legal proceedings for harassment and stress caused. If you do reply 'vodaphone team' please don't say 'this must be distressing for you' as you have NO idea how distressing this is and quite frankly I don't think you actually care.
07-12-2011 02:06 PM - edited 07-12-2011 02:07 PM
Thank you for your post, and I am sorry to learn of your experience.
It is horrible when someone obtains your details, it is very distressing, I do understand as I too have been in thiis situation, unfortunately we do not have a number direct to our Fraud, Risk and Security team, instead we have to raise a case on your account in order for them to investigate any queries on your account, and unfortunately I am unable to do this as I do not have the account details that have been set up especially as you mention it is in a different name.
If you would like me to re-raise this to our Fraud, Risk and Security team please complete and reply to the email I have sent to the address you registered with on here, once I have this I will flag this to our team.
I understand how you feel, as when I was in your shoes it was a nightmare, it means now I shred all my letters and info when discarded, I am not telling you what to do only that it in my mind it helps.
I hope all is resolved soon.
11-01-2012 09:42 AM
i have wasted the morning so far attempting to get through to the fraud and secrity department at vodafone; countless calls to customer service, being passed round to various wrong departments and eventually being cut off...annoying! the lady above clairey2000 notes that she was given the direct phone number to the fraud department (not a number that just takes you back into the 'customer service' vortex). please could the number be posted on the forum or else emailed to me directly. thanks
13-01-2012 09:09 AM
Unfortunately we don’t have access to a number for them however; if a fraud has been reported on the account then they will usually be in touch with you either by phone or email.
However if this has not happened and you would like us to chase this up for you please reply to the email that I have sent you with your details and one of the team will be able to pick this up as soon as possible for you.
13-01-2012 10:10 AM
quote from the lady above;
" I was given the fraud phone number today after being repeatedly told there was no direct line, and even once, no fraud dept! "
the number does exist, so please give it to me. i am not prepared to suffer the inanities of your system any more. be helpful not obstructive.
20-02-2012 02:29 AM
I didnt realise this was such a big problem. Id better join the list.
A week ago I suddenly got a text message on my home phone & mobile telling me my Vodafone order is being dispatched by DPD, with a tracking number, to an address in south east london I've never heard of. (I'm in east london)
a) I never ordered a new phone (which turns out to be a blackberry) as im quite happy with the one i have.
b) the delivery address given apperars to be a block of council flats
I phoned Vodafone straight away & I believe this has been stopped. I have also checked the tracking with DPD & it looks like its not been delivered. I hope that will be the last of it. However, I did also get an email from Vodafone thanking me for my order & telling me my "new" contract details & I hope this "new payment" wont be going through the direct debit I have with my proper phone.
However, now when I try to look at My Account on my phone app or Voda website I cant get the proper details of my real account. This is what I need sorting out.
21-02-2012 07:54 PM
Thank you for your post and a very warm welcome to the eForum from myself and the team.
I understand that you want to ensure this is resolved and so de we, so I can take a closer look I have sent you a Private Message and all you need to do is follow the instructions.
You can find your PM inbox here.
Hope to hear from you soon.
It would be amazing if you could take 30 seconds to complete a quick survey to aid my development.
26-02-2012 11:22 AM
Sorry but just had to add my comments to this forum and share the absolutely appalling treatment I received from Vodafone and their fraud department when I had the misfortune to be a victim of fraud. Like others on here it appears that someone upgraded online, changed the address the phone was sent to and even the email address without Vodafone checking with me as the bill payer that an upgrade had been requested. As soon as I got a bill that was hugely different to that I normally get I rang Vodafone to query this. I was told that the bill was because of the recent upgrade. When I said there had been no upgrade the lady said it would need investigating and cancelled my direct debit. On the same day I discoverd that a so called 'friend' of mine was behind the fraud, reported it to the police and rang Vodafone back with the crime reference number the police gave to me.
This was on the 1st October 2011. It went to the Fraud department 3 times who kept on telling me no fraud had been committed and were basically calling me a liar. This was despite the fact I had reported it to the police and the police were trying to build a case against the individual but due to Vodafone not being at all helpful to them were getting nowhere. On many occasions I was told that the fraud department had investigated the case without asking the police for any information as 'they don't liaise with any external parties'!
I was sent bills demanding over £800 for terminating the contract early and was extremely concerned this would affect my clean credit rating as I am in the process of applying for a mortgage. It took 2 months and hours of phone cals to get this sorted. Eventually I had to threaten court proceedings against Vodafone for them to finally admit fraud had been committed. Even going into Jnauary 2012 I was still getting letters from Vodafone saying that I owed them money causing more calls.
My advice to anyone who has reported fraud is to keep on with it. The fraud department do not get back to you when they are supposed to and just close the case without telling you. You then have to phone back in to find out they've closed it!!
This case should have been simple to conclude as when the police finally got information from Vodafone to make an arrest the individual was arrested and pleaded guilty. Instead of sympathy from Vodafone all I got was being told I was a liar!! The court compensated me for the distress this caused me and I now expect Vodafone to do the same.