Fraud in my name, fraud team not helping

[Fleur1995]

I had balifs letters coming through about two phone contracts I knew nothing about. 

I called the fraud team and they said I have had contact with the number in question, I reported fraud and got no where. After more and more letters and more digging for information I found out that it was a ex partner (3+ years ago) taking out two contracts in my name but the rest was his details ie house address, bank and email. 

He was able to purchase this online and pick up in store using my name. No photographic ID was taken from him and he also signed his signature that I have proof of. 

Even with all this and reporting it to the police I am still getting letters claiming the debt is mine. 

I have contacted obmasman with all of this and more information in writing but they have failed to get back to me. 

I am fuming that this has been going on for so long and that a male was able to pick up two phones under a females account with out showing ID. 

Furthermore the customer service I have received the whole way through has been terrible. 

When i spoke to the police they expressed their concern that vodafone should be doing more about this to help strengthen their security to protect their customers. 

This has been going on for 6 months of letters and phone calls to try and get this sorted. I am 8 months pregnant and this is causing me endless stress. 

[BandOfBrothers]

May I assume that you have never had a mobile phone contract with Vodafone UK ?

I ask because a person that has a mobile phone contract can also have a named person on said contract who can be given the authority to access and use the account i.e upgrade etc.

Have you also spoken / wrote to the debt collection agencies  / bailiff teams to explain what's happening.

Vodafone usually have 8 weeks to resolve a complaint and if they can't resolve then a Deadlock letter is issued and then a person can involve the Communications Ombudsman. I assume it's the Communications Ombudsman you've engaged with. Perhaps try again asking that they have recieved your correspondence.

Being a victim of fraud is an awful situation to be in as a person feels they have been violated and are at the mercy of the various departments to get this ironed out.

I would also suggest to check your Credit File to see if anything negative has been reported onto it. Experian is one of the many ways to check this.

A complaint lodged with the fraud team / complaints team must be replied to from Vodafone UK.

Perhaps the Vodafone Social Media Teams via Contact-us-for-account-specific-queries  may also be able to help as they have full account access.

There isn't any account access via this forum anymore.

I wish you all the best with this situation. 

[Fleur1995]

I have had a Vodafone account but it was some years ago.

I have spoken to the debt collectors and explained it and they seem to close the case, because the next bailiff letter is from a different company so I have to start all over again.

Yes I given the details to the ombudsman, who after explaining everything to them the manager felt that It wasnt fraud by me and I shouldnt be held accountable. I should send another letter to them to make sure they have it or is there any one i can call? 

The fraud team have promised to call me back multiple times and I've heard nothing back from them. One was even done through the local store manager and still didnt get a call back.

Not sure where I stand from here? 

[BandOfBrothers]

I really do feel.fkr you here @Fleur1995 

If this was my situation I'd  》

Raise an official complaint via Complaints.  by using the online form and also sending a letter to the Vodafone Correspondence Address via recorded delivery.

Please do engage with the Vodafone Social Media Teams via the link I added in my first reply.

The Fraud Department are not customer facing so there is no number to give you. From my understanding they contact you.

Each time a different debt collection company contacts you make sure you reply.

What's happening is you reply to them and they pass this back to Vodafone UK and if another debt collection company contacts you that could mean Vodafone have sold the debt onto another debt collection company.

This is why its important to check your Credit File.

Some further info I put together in 》 Default-on-your-Credit-File-How-to-add-a-Notice-of-Correction. 

Citizens Advice maybe of some assistance with further help and advice.

[Mansel]

I have been victim of Id fraud, I was renting a property from which I had moved. Upon updating my address for credit file thinking will show my tenant agreement & no default etc up comes a marker on my file for £73 and gone on my file. I contacted Vodafone and replied by saying it is not fraud. This was soo distressing as I had been a loyal pag customer for years and never taken a contract. However since covid & health issues I am now ready and willing to take further action. I can pay the £100 (what it gone up to) or alternatively spend 2/300 on a lawyer. It is a matter of principal and how can someone be paying for a year for this contract from a bank account & Vodafone have the details but not pursue. The whole matter is evident as I had moved out of this address, so where was the sim delivered or shop purchased at ? This information wasn’t even given when asked.
The ironic thing is whoever took out this contract was paying every month then didn’t for a few, soo have their details. I just would like to share and get advice, If someone could recommend a good solicitor  or best avenue to move forward, Honestly this has eaten me up for few years & deeply distress me. I would appreciate all the support & can not believe that I’ve been a victim & on top not even getting justice or Vodafone trying to investigate the fraud, surely if you have their bank details and given a sim, can see whom they have called, there is paramount evidence. 

[chistery]

Another 2019 thread resurrected.

[Mansel]

Well fraud is fraud whenever it happened my case is from 2018 I found out 2020