Google play charges after phone stolen

[Lthurston13]

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? 

[Mawa]

I am facing exactly same issues and still looking for solution.i talked with for so long they don’t how to fixed it.dispointed

[MichaelP]

Hello @Mawa,

We appreciate that these additional charges are concerning. What were you advised when you spoke to customer services previously?

Did you get a crime reference number when reporting to the police?

Were you able to dispute the charges directly with the merchant? 

Thanks,
Michael

[Mawa]

I spoke with customer service last week.they said as it’s third party bill they can’t do anything .i spoke with google play they said they correlations id.

I got the crime reference number .

i got this bill directly from three

[MichaelP]

Hi @Mawa,

Thanks for getting back to me. As you'll need the correlation IDs to dispute the charges, I've sent you a private message to put you into touch with some colleagues who can hopefully 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,
Michael

[Kiefer1978]

Unfortunately this won't necessarily help.  I logged 21 separate correlation ID's to Google in one hit, the response I got was that they could not verify that these charges were fraudulent despite them all occuring after the mobile was stolen, me having a crime reference number and none of these 'purchases' showing up under payments/subscriptions section of my G-Play account.  There was no way to respond to or appeal Google's wrong decision.  Three will do nothing to contact Google on anyone's behalf.  Despite the fact I requested Three not to pay Google for these charges...they would not do this.

[Cloudline_]

Im having this exact same issue and its been ongoing for months - Ive spend over 10 hours on the phone with advisors and they say i should take this up with google pay - google pay have asked for a correlation Id which three have not been willing to give me - my phone bill has been £70 a month and to terminate my contract is roughly £400 - I have a police report and everything - Im surprised this is an issue as when my phone was stolen i activated the contract after and kept my number but it still happened regardless

[MichaelP]

Hi @Cloudline_,

Thanks for getting in touch, and we're sorry to see that you've had ongoing problems with Google Play charges.

I'm going to send you a PM to put you in touch with some colleagues who will offer some further support.
To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Michael

[Kiefer1978]

When it came to Correlation ID's, Three were very helpful over the phone, they even text them to me with the date and value of transaction.

[Raviyo]

no way! Ive had over 50 phone calls with Three over the last 7 months - and have also raised the issues via the ombudsman - and still no lucky in getting the correlation IDs. which phone contact do you have please?