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? 

[Lthurston13]

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

[irisg95]

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

[Lthurston13]

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. 

[CristinaLuna002]

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?

[Lida1233566]

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

[Maxine]

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

[lilgremy]

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

[Thyyyyyyy]

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 

[Lthurston13]

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. 

[irisg95]

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