Fraud

[Becky1996]

Hi, I have recently been frauded by somebody pretending to be from three, the number was 01********* and email address was promotions@threeguk.com, I raised concerns with them because I didn’t recognise the number and they then called me back on an “official” three number which I googled to confirm, stupidly I went along with ordering a new phone, to then find what was being delivered wasn’t what I ordered so I contacted three and they advised that it wasn’t them that made the calls, but I did have an order one the way to me which they have now cancelled, then I had another call from a legit three number this evening where they advised the order was still being delivered but I’m not to open it, they said they’d call me back in 10 mins but still haven’t heard back, has anyone else experienced this? 

[JonathanB]

Hi @Becky1996,

I'm really sorry to hear about this, the email is definitely not an official Three one, and we wouldn't call you from an 01, 02, or 07 phone number. We've hidden the number as it's most likely a "spoof" the fraudsters will be using software to fake numbers, firstly a UK landline, then it sounds like they've faked calling from one of our numbers based on what you've described.

I think that most likely they're trying to intercept the phone. In scams like this, they may try to send a fake courier to "collect" the phone after it's delivered. Our teams usually will try their best to get the parcel recalled with DPD, but if we've not caught this on time, the best approach may be to refuse delivery if a courier arrives today. If the delivery has been made, usually we'll send you a pre-paid Royal Mail jiffy bag.

It sounds like you've already opened an investigation with the fraud team, but here's the best page to get advice on how to raise concerns about fraud.

Thanks,
Jonathan

[jefff66]

Hi,

I mentioned this on here several months ago, I regularly get emails from people who are being scammed by threeguk.com.

Threeguk.com appear to be asking people to send their Three device plan agreement emails to promotions@threeguk.com,

Presumably getting this gives the scammers access to the victim's account?

I own the domain 3guk.com, and all emails sent to that domain come to me. Some people are typing 3guk instead of threeguk and I'm getting the emails meant for the scammers.

When I see these I'll reply telling people they are being scammed and they should report it to Three. 

Maybe Three should add a line to the emails they send to customers, telling them to never forward them to anyone else, and if anyone asks them to, they're scammers.

[JonathanB]

Hi @jefff66,

Thanks for flagging this again, I've passed this on to our Fraud investigation teams. I'll let you know if they request any more info.

Thanks,
Jonathan

[Becky1996]

Thank you for your reply, DHL have delivered this today whilst I’ve been at work they’ve posted it through the letterbox, what do I do now? 

[JonathanB]

Hi @Becky1996,

I'm sorry to hear the delivery wasn't stopped on time, and that you weren't present to refuse delivery. I'm happy to provide advice and support as far as I can, please refer to our official advice here: https://www.three.co.uk/privacy-safety/report-a-problem

You'll notice that this page confirms our return address, and that we send pre-paid enevelopes, or a return label. Please be cautious in case someone gets in touch to correct the "mistake" as the scammers may try to trick you into sending the phone on to somewhere else where they can intercept it.

In some cases, the phone will be a different model from the one you discussed on the fake sales call, as this sets a precedent for them to set up a fake return and attempt to steal the phone.

The page I've linked should help direct you to everyone you need to speak to. Action Fraud can help with getting the crime logged and investigated. Then if you haven't already discuss the situation with customer services so that they can get our Customer Protection Team on the case to ensure the phone is returned securely, and that the order is cancelled and your correct plan is restored.

Please let me know how you get on, and if you need any support with this.

Thanks,
Jonathan

[Becky1996]

Hi Jonathan,

the phone I received was sent with an “O2” label with it, so I have been advised to speak with O2 aswell. I have done this and they have also opened a fraud investigation. I am now being harassed everyday by scammers! They are even sending Royal Mail to try and collect the phone 

[JonathanB]

Hi @Becky1996,

Sorry for the delay in responding over the bank holiday weekend. Ah so it sounds like they placed an order with 02 and Three? I can't access customer accounts when discussing issues here, but that's a good sign that the Three handset could have been stopped by DPD and returned to us after all. Hopefully customer services can confirm if that's the case.

I'm so sorry to hear of all the disruption this has caused for you, keep in touch with 02's fraud team or by the process they've advised, and hopefully it'll be all sorted out soon.

Thanks,
Jonathan