topic Re: Google play charges after phone stolen in Account and services

Google play charges after phone stolen

Lthurston13 — Mon, 03 Jun 2024 17:28:14 GMT

I have been on the phone to three for two days. My phone was stolen in February and they managed to link my phone number to another google account then spend money that’s been charged to my phone bill. I’ve been getting texts through with them saying they’ve spent the money. I can see it on the incurred charges on my bill. Three have been absolutely useless, they told me I have to take it up with google. So I’ve spent all day doing that, got through but they have said categorically I have to get a Correlation ID from Three. They would not help me or entertain anything else. Three say they cannot give this to me and it’s up to google to deal with it and they don’t have this number. Went back to google who shut it down saying yes they do and they will not help me without it, nothing they can do take it up with Three. Three said again take it up with google. So here I am with someone charging money to my mobile phone bill with absolutely no way to stop this fraud as three don’t take proper precautions or fraud prevention methods when using three pay. I’m still getting texts as they rack up more money but both three and google say it isn’t there responsibility.

so I’m stuck with thinking the only way to stop it is to pay to get out of my contract and move to an alternative supplier that doesn’t allow this without restrictions such as O2 or Sky who don’t allow it all, as everyday I risk a higher cost from fraud with no way out!

does anyone have any experience of this or managed to get an correlation id?

Re: Google play charges after phone stolen

Anonymous — Mon, 03 Jun 2024 18:38:39 GMT

Your only option (if you haven’t already done so) is to raise a complaint with Three via the homepage. I confess I’ve never heard of a correlation id and so I‘m unable to advise you further.
I wish you good luck.

Re: Google play charges after phone stolen

Thyyyyyyy — Tue, 02 Jul 2024 12:39:40 GMT

Hello, I wonder if you have solved the issues? Because I am having the same problem here, would love to have some of your advise

Re: Google play charges after phone stolen

Lthurston13 — Fri, 05 Jul 2024 10:23:27 GMT

Honestly I tried everything, I had no other option than to cancel my contract and incur the cost and take them to the ombudsman. I had no idea if I was going to get stung for £100’s every month and it was like banging my head against a wall. Three just said they could not help, hadn’t heard of it and closed my issue raised and gave me a site to take them to the ombudsman if I wasn’t happy.

Re: Google play charges after phone stolen

23588 — Thu, 19 Sep 2024 00:08:08 GMT

I didn't even know this was a thing, its pretty worrying as a three mobile user. I take it you had your three account setup on Google Play for payment for this to happen?

Was it ever resolved, if so which party resolved it, was it Three or Google?

Fingers crossed you got your money back...

Re: Google play charges after phone stolen

Lthurston13 — Fri, 20 Sep 2024 12:41:11 GMT

Nope never used Google play in my life, didn’t have it set up that way. When they got my sim they somehow attached my number to something and Three wouldn’t stop it. Never resolved, even the ombudsman couldn’t help. I just lost money and had to pay to get out of my contract with Three. Ive since encountered quite a few people this has happened to

Re: Google play charges after phone stolen

Cb1094 — Thu, 21 Nov 2024 23:40:02 GMT

When you moved to another supplier did you keep your same phone number? I’m having the same issue currently and really don’t want to change my number but don’t seem to have another choice. Alternatively do you think it would still stop the payments if I cancelled my contract and started a new one still with Three? I’d appreciate your advice.

Re: Google play charges after phone stolen

PeteG — Fri, 22 Nov 2024 13:01:23 GMT

Hello there.

Welcome to the Three Community.

If you cancel the contract, payment do stop automatically after the final bill is collected. If you joined Three on a different contract, you'd be setting up new payment details for that contract for its own payments.

Please bear in mind you can't move your number directly from 1 Three account to another. If you want to do that, you would need to move your number to another provider on PAYG, and then move it back to the new account with Three.

Pete.

Re: Google play charges after phone stolen

irisg95 — Mon, 02 Dec 2024 16:22:00 GMT

The same thing has happened to me - did you change your number when leaving Three?

Re: Google play charges after phone stolen

irisg95 — Mon, 02 Dec 2024 16:24:07 GMT

The same thing is happening to me. Did you change your number when leaving Three? And did the charges stop?

Re: Google play charges after phone stolen

Lthurston13 — Wed, 11 Dec 2024 13:37:07 GMT

No I ported my number but used a mobile provider who don’t allow it. Everything stopped yes. It’s the only way to deal with it until three accept the issue and look into it.

Re: Google play charges after phone stolen

webboggles — Sun, 15 Dec 2024 22:04:53 GMT

Sign my petition to put an end to this: https://www.change.org/p/implement-transaction-verification-for-phone-paid-services-charged-to-mobile-phone-bill

Re: Google play charges after phone stolen

lilgremy — Mon, 23 Dec 2024 20:48:53 GMT

Hi there, what provider did you move to in the end? I'm going through this at the moment and looking like I'll have to cancel my contract and switch

Re: Google play charges after phone stolen

Hmurrayj — Sun, 12 Jan 2025 14:48:17 GMT

I’m having the exact same problem! Have you managed to resolve? If so, how?

Re: Google play charges after phone stolen

webboggles — Sun, 12 Jan 2025 21:52:21 GMT

Keep chasing customer support, post on social media, contact the regulators.

Re: Google play charges after phone stolen

PeteG — Mon, 13 Jan 2025 10:48:44 GMT

Hello, Hmurrayj.

Welcome to the Three Community.

That's not great. It sounds like a subscription, or subscriptions were activated by the people who took the phone. These usually continue to run until cancelled.

You should be able to stop the subscription by speaking to the company that are managing the subscription. Alternatively, you can speak to the Support Team at Three and request for the credit limit on the account to be set to £0. This will block the charges from going through on your account.

Keep in mind a credit limit is different from the spend limit, and having a credit limit of zero will lock your spend limit at £0 as well.

Pete.

Re: Google play charges after phone stolen

CristinaLuna002 — Wed, 15 Jan 2025 04:50:16 GMT

Hi. I am going exactly through the same problem.. after setting my credit limit to zero - which Three ensured it would stop the charges- it happened again… this is already over £400 charges… i am honestly desperate. Three and google would not help.

i need you help in this, what phone provider you changed to? Did you take your number? I am worried that if I take my number they would still take money from me… could you please advise based on your experience?

Re: Google play charges after phone stolen

Maxine — Thu, 16 Jan 2025 15:06:56 GMT

Hey @CristinaLuna002,

We totally appreciate that this has been distressing, although we can't discuss this in detail on public posts, our understanding is that the team you've been escalated to will work to find a solution, and we expect they'll contact you privately as soon as they have any updates to share.

Maxine

Re: Google play charges after phone stolen

Lida1233566 — Thu, 16 Jan 2025 20:20:23 GMT

Hi I’m in the same situation right now ! What did you do to resolve this ?

Re: Google play charges after phone stolen

Lida1233566 — Thu, 16 Jan 2025 20:22:05 GMT

Hi I’m in this exact situation! What do I do? How did u resolve this ?