topic Re: blacklisting issue in Account and services

blacklisting issue

leteyeseeit — Mon, 04 Sep 2023 16:19:42 GMT

My phone was stolen on 19th August. I used chat to report it and get it blacklisted. This didn't get done, so I contacted again and it was blacklisted on 24th. I received a proof of usage and blacklisting letter. I sent this to my insurer and they have said the IMEI need to be logged on the national database. I called again and spoke to complaints department who spoke to the fraud and security team. They told me it isn't possible. My insurer says the national database asks for all network providers to update blacklisted devices. Please can someone help or they will not pay out.

Re: blacklisting issue

sc1999 — Mon, 04 Sep 2023 16:53:12 GMT

Ofcom seems to have rules and time limits for most network activities but not this; I wonder why not?

Re: blacklisting issue

Avondale — Mon, 04 Sep 2023 18:49:02 GMT

@leteyeseeit

I wonder whether either @JonathanB or @JohnD can help you ?

Re: blacklisting issue

JohnD — Tue, 05 Sep 2023 07:59:53 GMT

Hey @leteyeseeit

That's really frustrating. We'd be happy to help get this escalated. I'll send you a PM to get you in touch with some colleagues that can help.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
John