In a challenging turn of events, a mobile phone theft has left a customer embroiled in a financial dispute with their service provider, EE. The incident began in March when the writer's daughter's phone was stolen at a tube station. Following the theft, the family faced unexpected charges totaling nearly £1,000 for Google Play costs over the subsequent four months. The discovery of these unauthorized charges in June prompted immediate action from the writer, who contacted EE to report both the theft and the fraudulent expenses.
EE's protocol typically involves reimbursing customers who promptly report unrecognized charges. However, the writer encountered a cumbersome process, being transferred through four layers of EE's credit control and customer complaints departments. Despite these efforts, EE offered to refund only half of the disputed amount, a decision the writer deemed unfair given the circumstances.
The financial burden included monthly charges of £240 for Google Play purchases, which was the maximum limit set by EE. Faced with the prospect of losing their daughter's phone number, the writer opted to pay the outstanding £720 balance. Meanwhile, after the theft, the daughter had already secured a replacement SIM card and handset.
A series of direct debit reversals followed; while the writer successfully cancelled payments for April and May, they could not reverse the March debit due to a recent change in their bank account. Complicating matters further was a serious accident involving the writer's wife in February, which may have delayed the family's awareness of the fraudulent charges.
"Charge to bill is a way of paying for apps, music and games, without inputting your card details." – EE
EE maintained that immediate contact upon noticing unrecognized charges was essential for full resolution. Nevertheless, dissatisfied with EE's partial refund offer, the writer plans to escalate the matter to the Communications Ombudsman in pursuit of a complete refund.