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? 

[Kiefer1978]

I got Three customer services to escalate it to the Complaints Department, who then gave me the ID's.

[Raviyo]

did you manage to stop the charges then?

[Kiefer1978]

I hope so.  I am thinking about switching to Apple and deleting my Google account in protest.

[Raviyo]

wow consider yourself lucky. dont understand why they havent been able to give me mine, then

[Cloudline_]

Hello I'm having the same issue and neither three nor google play are helping me resolve this - I have nearly 20 months left on my contract and three have refused to let me terminate my contract without the fee paid

[Raviyo]

when did it happen. unfortunately the only way I've had Three listen is to raise a complaint as Three have been unable to give me the correlation IDs (which google require to refund and also stop future charges); and when not resolved after a set period you can raise a case with the ombudsmen against three. In that case - state that you want the costs refunded and a termination cost-free exit to your contract.

Good luck!

[Kiefer1978]

Going through exact situation right now.

[rodarodaro]

Hi,

I'm on the same boat! I have no idea what is going on and seeing everyone say that Three has not helped at all is making me extremely worried. Has anyone been able to get the issue resolved? 

From what I have seen on here it seems like the best thing to do is to cancel three and go with a different provider as soon as I am able to. 

[Raviyo]

I'm in the same situation now too - 3mobile are saying google play have to deal with it as its purchases made via them; google play are saying they cannot help without the correlation ids from 3. 3 are saying they do not provide correlation ids - and round and round with no resolution and continued fraud on my account for over 3 months. i still have 15 months of my contract remaining, so ideally dont want to have to cancel my contract and move now, but may have no other choice..

[Raviyo]

any suggestions? has anyone succeeded in getting the fraudulent charges stopped. This is ridiculous.

Anyone from three mobile able to advise/help?