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[freelancejourno]

Dear Vodafone,

I logged into my online account this evening to find that you had merged my billing address and account address with someone else's.

This has resulted in me now living in a fictional place that does not exist.  

Why could you not have kept the actual address that has been on my account for the past seven years? 

(Or at least told me you had changed it?

And maybe asked if I'd like to confirm the change?)

Data protection anyone??

Sadly, your online system won't let me change my details back to my real-life address.

Today, I also received an email from the courier DPS confirming that a Vodafone parcel was on its way to me at this fictional address.

Why could you not have told me about this yourself Vodafone?  Some sort of early warning might have been nice.

(And if you're billing me for that erroneous mistake, then you've equally failed to inform me of such in writing or via e-mail or text to the details on the account).

We've had our ups and downs Vodafone, but this just takes the biscuit.

After twelve years together,  I think it could be time to terminate our relationship and refer it to the Ombudsman.

I look forward to hearing how we can remedy these problems.

Yours faithfully,

FREELANCE JOURNO

[_365_]

Sounds like your account details have possibly been "stolen".... I.e. Someone has got hold of your details and called Vodafone pretending to be you, and changed them, then fraudulently ordered a phone....i would call them quick, and check with your bank, credit card companies etc

[DaveCD]

Hi freelancejourno

Thank you for your post however alarm bells have instantly started ringing as I read this.

_365_ is correct, it sounds as though your security has been breached and I would call all important parties involved as it may not just be your mobile phone affected, perhaps even the police.

I have sent you a Private Message so we can get in touch, but the quickest way is to call 191 so we can limit any damage and rectify the situation.

You can find your PM inbox here.

Many Thanks

DaveCD

eForum Team

[freelancejourno]

I've just been informed that 'Sorry, you don't have sufficient priviledges to access your PM box.'

Amazing that my address details could have been changed and a new phone and number ordered on my account without Vodafone contacting me.  Is this really what has happened?

Incredible that I can get into my online account, yet I cannot change my details back online.

Quite astounding that I shred all my documents and have never provided my details to anyone yet this has been done.

An inside job?  Targeted hacking?  Account mis-merging?  Incompetent data inputting?  A dodgy automated-address system?  You decide.

I feel the basis of a story coming on.

[_365_]

make sure "allow private messages" is ticked on this screen here

thanks for making me smile..."targeted hacking?" never thought i'd hear that phrase from a from a journalist...

[DaveCD]

Hi freelancejourno

I have ensured that you have sufficient priviledges to view your inbox, please could you check now.

Fraud is a huge risk for everybody including myself, I also shred all documents and I am very careful yet I have too been in this situation with another company.

I recommend calling 191 as this is the quickest way to stop any deliveries and get to our fraud team, however we have sent you a PM.

Many Thanks

DaveCD

eForum Team

[freelancejourno]

@_365_

Glad you liked that. I aim to please.  Maybe the concept about reverse hacking can feature in my headline?

What I still can't believe is that someone had enough valid information to clear security and manage to set up a new line with a new number and order a new phone to go to a new address - YET Vodafone has provided no communication with me about this and nothing is showing in on the website 'My account' about this new order.

You would think that an email or text message would come through alerting you that this is happening?

Even just a 'Thank you for your order' message?

Unless someone has fixed it so this doesn't happen?  (I got my Vodafone text and email showing my current balance and bill amounts correctly.  So I know my notifications are all on).

Has someone spotted a loophole in the system or is it an inside job or both?

[DaveCD]

Hi freelancejourno

If someone has provided us with all the details and and sufficient security to pass the required Data Protection Act queries to amend an address we would not have reason to believe it was anyone else. 

We send a message to the contact number on the account to confirm an order and then there are two further texts to confirm the order has been picked and that the order is on its way, this is a measure so that if there is any suspicious activity the account holder can get in touch, we can stop delivery of the order and launch an investigation.

Have you contacted 191 as I have checked our email queue and can see you are still yet to respond to the private message.

Many Thanks

DaveCD

eForum Team

[freelancejourno]

No confirmation was sent to me from Vodafone about this order.  I had nothing via email or text to the account number or to the email that this account is registered with.

And how is it that someone can know that as a toddler,  my first pet's name was Brezanae Zefverai Aqualtresean?  Especially if I'm now aged 79.

How else unless they've accessed my account from the inside?

I'm getting to the PM.

[freelancejourno]

How is that I, (as the account holder), have never been able to change the answer to my security question 'Place of birth?'  

I've tried many times online at My Account and via 191.  But no-one will give me access to change it.

However someone else has successfully managed to get in there and change my place of birth.

How have they done that unless they know the Vodafone system from the inside and out? 

And yes, I've called 191 and Crimestoppers and the bank.

If anyone wants the 'drop' address in East London of where the fraudulant order is going to, I can provide that too.

An endemic internal problem?

[freelancejourno]

Okay,

I've spotted some loopholes in the system.

If you have access to Vodafone accounts, choose one at random that pays via Direct Debit and doesn't already use the phone you want to order.

By pressing just one button you can obtain access to change the address ever-so-slightly so that it comes under a different house number/street and postcode but keeps the same name and locality.  If the account holder was scanning the page quickly, they might not even notice the change.

Change one security question to your own answer.

Then, call up Vodafone and order a new phone and a new number on the existing line.

Make sure you opt for super-speedy delivery.

And of course, this super-speedy delivery will ensure your phone gets there before any Vodafone correspondance with the existing account holder/bill payer catches up with you.

The Direct Debit won't be seen until it is home and hosed.

Bingo.

There certainly should be some sort of correspondance BEFORE ANY ORDER IS FULFILLED!

[Simon]

Hi freelancejourno

Without looking into the specifics of what has happened on your account we can't possibly comment further.

In case the PM with details of how to contact us hasn't been received I have resent this for you. 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

[freelancejourno]

I failed to mention that as a fraudster, adding a new phone line and handset to someone's existing Vodafone account might be the absolute best option to choose. 

Why?

Because placing another number on an existing account means the account holder will receive absolutely NO communication or confirmation from Vodafone about these changes...until it is too late.

Oh, look, I've just had an email entitled, 'Thanks for adding a new line - our aim is to make you feel like number one - that means customer service that really puts you first' - that's 48hrs TOO LATE Vodafone!

The courier company delivered the bloody iPhone to the fraudster yesterday morning!

So by the time you have the slightest indication that something out of the ordinary might have happened, the fraudster has their nice shiny new phone and has racked up £1,000 worth of charges on your behalf already. 

No text, no call, no nothing to confirm this with you in advance.

Crazy, isn't it?

[DaveCD]

Hi freelancejourno

Thank you for your posts.

Please follow the instructions on the PM and we would love to take a look at this for you.

In order for us to assist you we need access to your account as we are unable to provide further assistance on this thread.

Many Thanks

DaveCD

eForum Team

[Ellebfg]

Likewise I've had the same issue - and it was me who flagged to vodafone that someone appeared to  have hacked into my account yet I was assured not, though a fraudulent account was still set up and handset sent to an address in east London -  it's been going on since March - I still have the fraudulent account under my name and am being chased for an outstanding balance, early termination fee and no one is taking responsibility or attempting to help me or resolve the issues - - I've called every week since March and still no one helps! very poor show

[freelancejourno]

If anyone finds that their account address has ever been changed, I would suggest the following immediate course of action:

1. Cancel your Direct Debit

2. If you get an email about a mobile phone delivery when you didn't order it, then go via the courier website and change the date of the delivery to the fraudulent address. (i.e. Delay the order as long as possible)

3. This gives you time to go to the courier and tell them to return this phone to the Vodafone warehouse.

4. Go to Vodafone and ask them for this phone to be recalled to their warehouse asap and explain the fraud.

5. Once the phone arrives back in their warehouse, Vodafone should credit your account by this amount.

6. Pay by credit card or debit card for the next few months until you are happy there are no more fraudulent charges on your account (beware that Vodafone charges an admin fee for the privilege and you will have to get them to credit this to your account.)

7. Pass all the details to the fraud squad and crimestoppers.

8. Complain like there's no 2moro to Vodafone

The main problem is that customers are allowed to order phones by super speedy delivery but Vodafone's order confirmation system only gets going about 3 or 4 days afterwards.  If you can just s

[freelancejourno]

If you can just slow delivery of that phone down long enough to raise the alarm, you hopefully will not get stung by the fraudsters and Vodafone.

Is there a possibility that someone at your mobile phone provider has sold your data to a fraudster? This is a worrying trend and has been mentioned to me by contacts within the industry.  

If Vodafone are a communications company they need to communicate changes to accounts and orders instantly.  If I order something from other phone providers or retailers I get confirmation in seconds.  Sadly this is one of Vodafone's downfalls.

You'll also find that your account will take ages to catch up and get back to normal if fraud has taken place because Vodafone's accounts systems are so slow too.  Credit refunds seems to be added a month later so never correspond to the right bill.

My advice woukd be to keep trying and apply to the Ombudsman for help if you can't get it sorted.  Their website is very useful.

[Dave]

Hi Ellebfg,

I'm popping you a PM as well so we can look to help with this. Just follow the directions to get us your details.

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

[Ellebfg]

thanks freelancejourno - have done all that - sadly i'm promised i will get a call and all will be sorted - but no such luck and instead get passed from pillar to post plus keep getting calls and texts to ask my about my customer experience!!!! what really really upsets me is my phone keeps getting disabled  by vodafone for non payment    of  an oustanding bill of over £100 for what i see as the fradulent account!! (

 my next step is ombudsman 

[freelancejourno]

Sorry to hear that.

Your current problems make my gripe about admin charges seem petty, but I still can't get over the lack of customer service and communication from Vodafone even now my fraud is over.

I am still getting charged an extra £2.94 plus VAT per month (backdated as an admin handling fee), even though I was advised to cancel my direct debit because of the fraud on my account (and have since reinstated a new DD).  

It really is taking the biscuit.

Still counting down the days till I can switch providers.