T-Mobile Fraud/Identity Theft.

[henryJSB]

Hi all, I've recently been a victim of identity theft with T-Mobile. I have an account with T-Mobile but a few months or so ago I had a text saying two new lines had been activated on my account. I immediately rang up and and filed a disclaimer form over the phone saying I had not taken out the lines and they said they would pass my case into the fraud department and I should hear back within 4 weeks. More than a month passed and I didn't hear back, so I rang up and asked why I hadn't been contacted and they said it was because my DOB didn't match the one I supposedly gave when I filed a disclaimer form. I asked why they hadn't contacted me but they just apologised and gave no reasonable explanation. So I gave my DOB again and had it confirmed, so they said I would hear back by the end of this week, but I'm starting to think something funny is at play - which is why I have registered here for advice just incase it does go downhill.

 

What are the possible outcomes to this scenario? Can they claim I'm liable? FYI the only thing they have told me about the two new lines is that they were iPhones taken out under my name at a carphone warehouse. They haven't told me what form of identitifcation was used when setting it up so I'm still a bit worried about that. I cancelled my bank card and purchased a credit report just to check if there was anything else amiss, and nothing looked out of place. So I'm not sure how they have managed to activate two new lines on my name. Could this be a fault of t-mobiles?

 

Thanks in advance for all help given.

[JimmyTheOne]

Why not give Action Fraud a call on their Free Phone number: 0300 123 2040.

 

This is what they say on their Web Site:

 

We're the UK's National Fraud Reporting Centre. If you've been ripped off or conned, there is something you can do about it - get in touch with us.

 

 

Click here for the Action Fraud website.

 

 

Why not give them a call and let us all know how you get on?

 

To prevent this happening click on this posting. How to beat ID Theft

 

Hope this helps

[henryJSB]

Thanks JimmyTheOne

 

I received a letter from T-Mobile today confirming that they have cancelled the lines and removed all charges associated with them from my account. However they haven't given me more information on how these lines were taken out under my name, and they said they would. I'm starting to think this may be T-Mobiles fault.

 

Any advice on how to proceed? FYI, at time of writing none of the charges have been removed from my account but I assume that will take a few days.

[JimmyTheOne]

It is more than likely that T-Mobile haven't reported this to the Old Bill.

 

I'd still report it to Action Fraud and consider the link to prevent it happening to you again.

 

You may also consider a Statutory £2 check of your credit files.

 

Good Luck.

[henryJSB]

I just rang t-mobile, they said they have no information and that I am to contact the fraud department directly which I am about to do.

 

I purchased a credit file last night, there seemed to be nothing amiss on there. So I'm a bit confused as to how this has happened. They originally told me I'd need a bank card/driving license or proof of identity to take out the account, so now I guess it's just a question of finding out exactly what has been used. None of my important documents have gone missing, I don't recieve paper bills and I don't have a driving license, just a passport.

[henryJSB]

I just rang the fraud department who quickly put me straight back through to T-Mobile - great.

 

I rang them again, they told me that T-Mobile should be able to escalate the call from customer services to the fraud department which directly contradicts what the T-Mobile customer service advisor told me.

 

They then said that I should send a letter to the fraud department to get them to contact me. Surely this can't be right? I have to send a letter off my own back to the fraud department just to find out how my identity was used, when they originally told me early on that after the investigation had finished they would be able to provide me more details and information.

[henryJSB]

Okay, just rang T-Mobile again. They re-iterated there is nothing they can do and they do not hold any information and also cannot escalate my call to the fraud department.

 

I also enquired whether I could spread my bill out considering I now have 3 months of unpaid bills as I was told not to pay any bills during this time. They told me they probably wouldn't be able to do that, and If I did I would have to extend the contract another 3 months and I also wouldn't be able to get an upgrade. (Whilst still maintaining that probably wouldn't be possible)

 

This is ridiculous. It's not my fault! As of now I have about 300 quid outstanding that I cannot afford to pay in a lump sum. And I have absolutely no explanation as to what form of my ID was used and whether people still have my details in posession.

 

Where do I start here? I figure I should ring the fraud number JimmyTheOne gave me, and also I should write a letter to the fraud department as told and await response.

 

Any other tips here?

[henryJSB]

I contacted action fraud - they told me that t-mobile were actually the victim of fraud so it was upto them to report to the police. He told me that if I think T-Mobile are at fault for this then I should contact consumer direct or the obudsman services.

 

As there is nothing amiss on my credit report I'm starting to think that this is a possible lapse in security from t-mobile, which leaves me a bit annoyed considering I now have to pay 3 months bills in one lump sum and in the arms of a company who seemingly aren't safe or properly protected against fraud.

 

Again. if there is any suggestions or any help anyone can give please advise. I'm not sure if I'm doing the right thing at the moment so any guidance would be welcome. I'm going to contact consumer direct next.

[henryJSB]

Okay - have spoken to Consumer Direct. They have advised me to send a letter in writing to the appropriate department outlining my concerns.

 

Is it possible anyone here could give me a template for the letter or maybe advise on what I should be writing to them and saying?

 

The issues right now are the fact they aren't releasing information to me as to what form of identification has been used to take out these phone lines as they originally promised. The other issue is that they are expecting a lump sum of bill payments outstanding for 3 months even though I told them I cannot afford to pay in one lump sum. (This is after they told me NOT to make any payments whilst the investigation was still ongoing)

 

I believe this has probably been a lapse of security on the part of T-Mobile. Is this a reasonable accusation? As I said, any help is appreciated. I'll hold off on typing the letter until someone more educated here can advise me further.

 

Thanks.

Edited October 13, 2011 by henryJSB

[locutus]

I'd send them a SAR to be honest, the department that deals with data protection issues will probably be the best placed to find all the details, notes by other staff and how the contract was set up