Pay monthly services

[mattjk88]

Hello

To cut a longish story short a iphone 4s was ordered on my account I had recieved a text saying my order would be delivered to ironically my home adress (frankly I thought it was a mistake on your part so ignored it..)

No phone appeared, that was that.. thought nothing of it really

Anyway 2 days ago a recieved an invoice for a £60 a month 24 month contract. Called 191 and spoke to an advisor, he wasnt much use, and told me to ring back in the morning, anyway did what he suggested and phoned back after being passed around a bit i got through to someone called Leanne, who was much more helpful than the others, can only assume she was part of "second line support" so to speak.

She advised me it was passed to the fraud team to investigate and i should recieve a call in the next 7 days, really im just posting on here to get confirmation in writing it is being investigated and i wont be out of pocket... i wasnt given any kind of reference number which concerned me..

If you require any additional information please let me know. The email address I used to sign up on here is the same as my vodafone account so you should be able to trace me from that - also DOB and postcode...

Thank you

Matt

[DaveCD]

Hi mattjk88

Thank you for your post and a very warm welcome to the eForum.

I am sorry that you have found yourself in this situation and so I can investigate this further I have sent you a Private Message and all you need to do is follow the instructions.

You can find your PM inbox here.

Many Thanks

DaveCD

eForum Team

[mattjk88]

Hi Dave

I have done as you suggested hopefully i will get confirmation of the situation tomorrow

Thank you
Matt

[mattjk88]

Just a follow up to this situation for anyone who may come across this page who is in a similar situation to myself.

Sent an email to the web team with this URL. Got a phone call yesterday from Cate, who explained the situation clearly/concisely and professionally, I asked for written confirmation which was emailed across to me within a couple of hours confirming that It was passed to the fraud team for investigation and I will hear back in writing within either 7 or 10 working days..

The device in question was IMEI blocked, number in question service blocked and £51 credited to my Vodafone account to cover the costs incurred. Brilliant customer service.

My only complaint was unfortunately trying to resolve this issue via telephone to the 1st line customer service agents who didn’t seem to understand what I was trying to explain to them. My advice to anyone who has a fraudulent order placed on their behalf would be to post a message on here ASAP and someone should get back to you to put your mind at rest!

Matt

[mattjk88]

Recieved letter from vodafone today. All sorted.

Thank you, pretty painless eventually.

[wywdi3]

I wouldn't get too excited..

Almost 12 months ago I noticed my monthly payment for my car phone had shot up, we just pay £10 a month so the phone is there for emergency, when I contacted vodaphone to find out why the agent tried taking me through security which I failed on the address side, this was because they had let someone order a iPhone on my account change the address to one in london and obviously the address I was quoting didn't match the system, cut a long story short investigation was carried out and was found to be fraudulent activity, I was told to setup a password on the account so this couldn't happen again.

About 1 month ago surprise surprise, I received 2 invoices for a iPhone and a iPad both delivered to an address in Nottingham (not my address) so the password setup didn't help, the fact fraud had been carried out on the account didn't seem to ring alarm bells when someone ordered kit to goto a different address.

The point I kept trying to raise and you guys need to be aware of is.. This account was known to only myself, my Mrs and vodaphone, I used paperless billing never ever had any letters sent to me for this account before the first case of fraud happened, I have never given anyone this number but someone managed to know that this was an account that wasn't used much so any change in activity wouldn't be picked up straightaway, someone with access to the vodaphone systems would be the only people who would have this knowledge, when I try and raise this I hit a big wall of "cover up" no one in the organisation wants to answer my complaint. Google this problem from this forum you will find this has happened to a lot of people and vodaphone are trying to cover it up by crediting a little extra into anyone's account who has the fraud committed hoping this will silence them and the trend wont be picked up.

I feel either someone has a list of this info or someone in the organization is passing the info on, both should have been made public as this is a big breach of Data protection act.

If you experience this fraud and you fit into this "low use" profile please do what I'm doing and report this to BBC Watchdog, the police and the The Information Commissioner’s Office as until this is raised and investigated who knows who has our personal information, funny how never in my life have I had any fraud done with my details but in 12 months it has happened twice and only with vodaphone!

[Ben_H]

Hi wywdi3,

Thanks for sharing. First of all I'm sorry to hear you were a victim of fraud. 

I must stress that as a global company and market leader, we take fraud extremely seriously. Any cases where fraud is reported or found is dealt with by a specialist in house fraud team who work with our polic liason officer. While we can only supply so much information regarding each case, we are more than happy to help set up passwords and failsafes to ensure there are no repeats.

If you'd like my team to look at your account privately, feel free to get in touch using the details I've sent across via private message. 

You can find your PM inbox here.

Vodafone staff across the board are fully aware of the implications and business rules around passing security questions, so I can assure you that anyone accessing your account did so without our Data Protection Act trained advisors knowing.

Cheers, Ben

[JS3216]

Hello,

I have just had the same thing happen to me, I received a text giving me my order number etc, I logged onto my account to see what was going on and found that my sim card that was 7.50 a month had jumped up to £47. I eventually got through to support and explained that I had not placed an order, after a few questions she explained that an order had been placed by telephone for an Iphone 5 to be sent to an address in London, not my address. I was told that this would be passed over to the fraud team and I would hear in a few days. Obviously I am concerned how an order can be placed over the telephone without my knowledge and on my account. Even my husband would not know the answers to security questions that I assume would be asked when an order is placed. I was told that my log in details would be assigned a time limited password, and that I would have to change my password within an hour. I have been trying to do this but when I click on log into my account, the box just dissapears. I am now worried that I can't get in and change my password and security questions to try and stop this happening again.

Many thanks in advance for any help.

Julie.

[Dave]

Hi JS3216,

I'm sorry to hear that this has happened.

The My Account log-in screen can be found here, so if it's the drop down box from the link in the corner which is failing then you can bypass that by following the link.

The password on the online account does not affect security on calls as the advisors never get to see this, but I would recommend updating this to ensure your online security is refreshed. We can also place a password on the account to go with the verification checks we do on any calls. This way, you'll be making sure that all routes to access the account have fresh protection in place.

I'll pop you a PM so we can help get all this arranged.

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.

Dave

[JS3216]

Hello Dave,

Thanks for your reply, I did manage to change my password,I  think it was just unfortunate timing and the Vodafone website was under going maintenance at the time I was trying to do it.

I am still very unsure about what is going on though as this evening I received an email saying that the phone is going to be delivered tomorrow (4th October) to an adress which is not mine and I have no knowledge of. I assumed as this was now in the hands of the fraud department they would have put a block on this phone being sent out? The call centre is now closed so I can't contact anyone to see what is going on. On the email there is an option to change the delivery date, should I do this so as to delay it being sent out or should I leave well alone? I know it's outside of working hours but any advice would be most welcome.

Thank you,

Julie.

[JS3216]

I have decided to delay the order using the link in the e mail and I will phone Vodafone at 8am in the morning telling them what I have done. I do not understand why the order went out in the first place, when I reported the problem to them directly after receiving the initial text. I find this very concerning.

[JS3216]

Also I have checked my PM inbox and the only messages in there are congratulating me on posting on the forum!

Julie.

[Dave]

Hi JS3216

Apologies, I'm unsure what happened there.

I've re-sent the PM. Let us know if you get it this time.

Dave