Call from 3 following upgrade

[DA]

Hello, I upgraded my phone with 3 this morning.  This afternoon I have received a call regarding potential fraud.  It is possible i misheard, but i am wondering if it is indeed 3 checking that it was me that upgraded and nothing dodgy has happened.   

Edited to say the number that called is 0333 338 1040

i have also received 2 text messages from 3 saying if i hadn't placed the order to ring them asap.  

has anyone else had this please?

[JonathanB]

Hi @NatalieR,

I'm sorry for any concern this sort of check has caused. We proactively make these checks as customers may not get in touch quickly enough to halt a fraudulent order. I totally appreciate this can be a nuisance when you've placed an upgrade, but this is to help prevent a lot more disruption to service and billing which can be caused by a fraudulent upgrade. 

I can appreciate the caution about a call requesting details though, if you have concerns about incoming calls, please call customer services, they'll be able to check if it was genuinely us calling.

Thanks,
Jonathan

[Biscuit]

Hi Jonathan,

I just rang the centre back because I have similar concerns. It would be a good idea to warn customers that they might receive a call - and the number it might come from - in advance, because it sounded very suspicious to me to get a call from someone who was immediately asking for information from me.

[1ucY]

I upgraded my phone today and had the email confirmation as well as texts saying that the order was placed and if it wasn’t me who did that then to give them a call. Then had this number call me but I wasn’t able to answer anyway so I’m not sure why. I’ve not had calls in the past when upgrading my phone so I’m rather confused myself and unsure if it’s fraud because the texts also now come through separate to the original one that tells me when my bills up etc…

[JonathanB]

Hi @1ucY,

Sorry for any confusion or disruption this may have caused. It sounds likely this will be a genuine check from our Customer Protection Team, as it was right after an upgrade, this won't happen every time you place an order, but the team may get in touch depending on a few factors just to try and help keep you safe.

We can't 100% confirm on the Community whether a call would be a genuine one, but the best policy is to call customer services if there's any concerns, they'll be able to check if it was genuinely us calling.

Thanks,
Jonathan

[Emzybabes123_]

I had this the other day. The man on the phone was very annoyed that I wouldn't give my information to him. 

I receive a random call with no warning that I was going to receive it and they expect me to give my personal details!! 

I've heard that it is three or three uk with their unprofessional text. But I am still worried. 

Let's see if I get the phone I ordered. 

[Rantic67]

Did you get the phone?

[PeteG]

Hello there.

It's unclear if the call was from Three or not, but it's not uncommon for the security team to call after an upgrade is processed in order to verify the order. 

Do you know which number the call came from? 

Pete. 

[Re]

The same issue occurred to me. I received a call from 0333 303 0935. I have received a few emails from sales@three-promotion.online, which appear to be legitimate

Everything seemed to be going well at first, but as time went on, I became aware that something was not right.

I contacted Three Mobile earlier today to provide the number and explain what occurred, but they were uninterested. When I mentioned that I got the number they were not interested.

I am very disappointed with the number of scammers out there who are using three brand names, but three do not care about their customers at all.

[JonathanB]

Hi @Re,

This does sound really suspicious, I've been asked about that email domain before and it's not one we use:Is sales@three-promotion.online and 03333381001 valid?

You can read more about fraud, scams, and how to report them on our Fraud to watch out for page here.

If you've discussed personal, account, or payment details with the caller, I'd recommend to follow all the instructions here. If payment info like your card or Direct Debit details were taken, it's best to make your bank aware as soon as possible too.

Thanks,
Jonathan

[AJC]

Yes, me too. I wasn't happy about the questions. I'm hoping it is genuine