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? 

[Lida1233566]

Hi I’m in the same situation right now ! What did you do to resolve this ?

[Hmurrayj]

I’m having the exact same problem! Have you managed to resolve? If so, how? 

[Lida1233566]

Hi ! How did you resolve this ?

[PeteG]

Hello, Hmurrayj. 

Welcome to the Three Community. 

That's not great. It sounds like a subscription, or subscriptions were activated by the people who took the phone. These usually continue to run until cancelled. 

You should be able to stop the subscription by speaking to the company that are managing the subscription. Alternatively, you can speak to the Support Team at Three and request for the credit limit on the account to be set to £0. This will block the charges from going through on your account. 

Keep in mind a credit limit is different from the spend limit, and having a credit limit of zero will lock your spend limit at £0 as well. 

Pete.

[webboggles]

Keep chasing customer support, post on social media, contact the regulators.

[webboggles]

Sign my petition to put an end to this: https://www.change.org/p/implement-transaction-verification-for-phone-paid-services-charged-to-mobil...

[Cb1094]

When you moved to another supplier did you keep your same phone number? I’m having the same issue currently and really don’t want to change my number but don’t seem to have another choice. Alternatively do you think it would still stop the payments if I cancelled my contract and started a new one still with Three? I’d appreciate your advice.

[PeteG]

Hello there.

Welcome to the Three Community. 

If you cancel the contract, payment do stop automatically after the final bill is collected. If you joined Three on a different contract, you'd be setting up new payment details for that contract for its own payments.

Please bear in mind you can't move your number directly from 1 Three account to another. If you want to do that, you would need to move your number to another provider on PAYG, and then move it back to the new account with Three. 

Pete. 

[23588]

I didn't even know this was a thing, its pretty worrying as a three mobile user.   I take it you had your three account setup on Google Play for payment for this to happen?

Was it ever resolved, if so which party resolved it, was it Three or Google?

Fingers crossed you got your money back...