phone ordered on my account not by me

[Nick1966]

Has anyone else had a phone ordered on there account not by them, account been hacked address changed and new phone ordered.

[BandOfBrothers]

Sadly this does happen.

Best advice is to get Customer service to rectify this and re secure your account. 

I assume your already getting this processed. 

It maybe an idea to check your Credit File to see if anything is showing on it that shouldn't be there. Unknown searches etc. Http://www.experian.co.uk offer various options to obtain a copy. 

[Manchester31]

Kinda, I found out at Christmas that someone had taken out several business accounts in my name. The details however for the direct debit were the same as one of my lines which my other half has. Turns out Vodafone's own staff have done this. They tell me that the person is being prosecuted, which i do not believe. They'd hid the account on their other system. It's been a nightmare sorting. They've still not sorted out the issue. I had searches on my credit score for said accounts, they promised to remove these and promised the account had been closed back in December, instantly. Oh they did remove the searches alright, they've now added a debt to my credit score for the fraudulent account two months on that wasn't there.

I've been contact with Nick Jeffery's office since January and up to now nothing has changed. They offered me £50 as compensation?!? It's cost that to keep access to my credit files through different agencies while this is going on. The best part in all this was being told they had no records of fraud and telling me over and over it had been sorted and then being told by his office that had been dealing with my complaint that they didn't know what i was talking about. By the very person who's been corresponding with me daily, via phone and emails. He suddenly had amnesia. I've had nothing but problems, account passwords changed; overcharging, denial of contract price, charging for repairs that were covered under my insurance, loss of repaired phones, direct debits merged, new ones created, accounts deleted, crossed lines, removal of details and a partridge in a pear tree.

Good luck but don't waste your time phoning. Email the CEO's office.

[Tash]

Hi @Manchester31, I'm sorry to hear you're going through this experience.

As you've mentioned this has been escalated to the Customer Relations team, any requests for updates on this would need to be raised to them. Please contact them through the information that they've provided.

Please let us know if you require any further assistance.