In December someone went into a 3 store and took out a phone contract in my name using my address, but with a different account number and sort code. 3 have since said it was me that went into store but can’t provide me with the store I apparently went into to purchase said phone! On the date of the purchase I was working.
I’ve been in contact with 3 twice, once on the 31st December to make them aware of this fraudulent activity to which they didn’t investigate properly and just marked it as completed, with no communication with myself. I’ve since spoken with Equifax as this is now showing on my credit file, but they spoke with 3 and they have said the information is correct. Which it is not!
So I called them up again today to file a complaint and for them to do further investigation. To which they said that the original investigation went on the fact the phone was taken out in store so they take it the customer knows what they are getting themselves into. I asked if they took any ID to verify that the person is who they say they are? They said they do, but then back tracked and said we require an e-signature. This to me is horrifying! To think that a simple e-signature can be classed as verification is shocking! Due diligence has not been done to protect customers.
I haven’t received any further letters or information regarding this other than one saying a direct debit has been set up.
The agent on the phone has since said that they will investigate it further, but I need to provide a lot of personal (sensitive) information via email to
customer protection proofs @ three . co . uk
has anyone ever had to send information to this email? as I’m scared to send anything due to how much information is required.
Is there no way I could come into store to provide this information?
I have 4 months left on my contract but after the 4 months I will be switching providers! 3 have lost all my faith!
I called in October regarding a phone I have had since 2016 that I wanted the sim unlocking but they required proof of purchase of the phone before they would do it! Which I don’t have as it was 8 years ago! Yet someone can go into store, pretend to be me and take out a phone costing in the region of £1000 with no proof of ID? It’s shocking and I will be reporting this to the financial ombudsman! As I believe there has been some data breach!
If anyone is able to help me with this that would be greatly appreciated!
