Stolen Phone - Google Play/Tiktok Coin Charges

[LauraJade1995]

My pay monthly phone was unfortunately stolen on the evening of the 3rd of March. The next day, I did all the usual things you would do in this scenario. However, it came to light a month later when I came to pay my phone bill, that the thief had purchased numerous Tiktok Coins, via Google Play, totalling around £110. I have never purchased anything via Google Play nor have I ever purchased Tiktok Coins. Upon speaking to Three on this, they are unable to assist with this as this is a 'third party' charge. At this point I have done everything I can possibly could do, I even had to change my mobile number.

I thought after this, that would be the last of it. However, despite securing my accounts, cancelling cards, the lot, I have received another charge this month, which suggests this has been sent on some sort of 're-occurring' charge.

I just need to ensure this doesn't happen again, can you please offer any advice on this?

[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...

[ClarkePJ]

Thank you for this. I'm going through the same maddening situation. Based on the work you've done putting this petition together - do you have a technical understanding of how this criminal scam works? I just don't understand how even after changing my sim (albeit maintaining the same number) they are able to run up hundreds on my phone bill via google play. I'm left thinking the only way out is to get a new phone number or end my contract or both.

[webboggles]

Hi, yes, there is basically no verification for individual transactions to the phone number, so the thieves only need to receive one sms to continue charging you even after replacing the sim. 

Demand that Three support set your credit limit to £0 (this is different from credit cap which only limits phone usage). This should stop future charges.

It is really bad as the regulations were written when you could pay for a TV or a Games subscription, but they've now allowed app stores to use this. So the thieves register on the app store and pay themselves with in-app purchases using the stolen phone sim.  And to top it all off, phone companies and app stores have claimed exclusions from being regulated. More updates here: https://webboggles.com/correlation-id-report-fraudulent-charges-following-phone-theft/

If you can send the petition to your friends and post on social media that would be great as we only got contacted for the first time when I started to tag them on X social network.

And also, contact the regulators, I've listed the links to regulators this can be reported to on the blog.

We've chosen to not stop the billing as we don't want any credit rating or debt issues. We'll be going after any unauthorised charges through contact routes first and later the bank (direct debit protection guarantee) and if still unresolved this will go to the small claims court.

Also collecting the replies and details to send a folder to some MP's as they will be able to improve the regulation wording, there is no reason for these payments to be excluded from any kind of regulations.

Three, if you are reading this, it may be a good idea to disable phone-paid by default like some of the other operators do.

[ClarkePJ]

Thanks for taking the time to reply. It must be exhausting enough dealing with your own situation. 

Like you - I already demanded that Three set the credit limit to £0 - I even had to explain the difference between spend cap and credit limit to them on the phone. Their response is to have the gall to tell me that changing the credit limit does not have any impact on Three Pay charges. I'm really appalled at the sheer negligence. 

Thanks for explaining how it works - when you say "the thieves only need to receive one sms, you mean an SMS directed to their phone?. I wonder if you (like me) have basically zero knowledge of these charges until the monthly bill comes in. I only ask as I wonder whether there's more security in changing my phone number despite all the additional hassle it will cause.

Via your petition I was able to see a post on another forum linking me to the intermediaries that should be able to get me a transaction ID. Apparently i've never made a payment with Boku. I now see on your blog that you list a few others like Fonix and PSA - do you have an idea which of these Three is associated with?

Completely agree with your sentiments and actions on this in terms of compiling every interaction/reply. I will be writing an in-depth complaint to all the regulators you list out and sharing widely. Very happy to participate in making this a more widely known issue.

[Lthurston13]

It’s so bad! It should be a choice to opt in, I do not want my phone bill used as an open credit card! Especially as the phone companies have none of the checks and security a bank does nor do they seem to even understand how it works!

I’ve gone with sky mobile as they don’t do it or offer it at all. As for the ombudsman it’s pretty clear they serve their wage payers the providers so they are no help at all. 

Very unjust. 

[rla]

Actually, found out that we can protect ourselves (use sim pin, use e-sim alternatively with strong device authentication, last resort - payg with minimal credit on it)

[rla]

update, 3 months later, went through the whole process with comms ombudsman - they rejected my complaint as per below. Now I am looking into further escalation, not for the money but for the principle of being honest, which Three failed miserably. I am looking into any advice.
Conclusion
In conclusion, As it isn’t a minimum regulatory requirement for service providers to be able to block these charges, unfortunately, I am unable to consider it to be a failure from Three for its inability to block these.

As I am unable to consider it to be a failure from Three to block these charges, and as these charges are third party charges, I am unable to reasonably require Three to provide a refund of these.

I am really sorry if this wasn’t the outcome you were hoping for or expecting.

If you feel I’ve missed anything or have any queries in relation to the review I’ve completed or the outcome I’ve arrived at, I’d encourage you to send me a message or call me on 02038358892.

Thankyou for using The Communications Ombudsman.
Outcome: Not Upheld
Remedy 1
Remedy: No remedy or award

Comment:
I wouldn't require Three to provide any remedy or award in relation to your dispute with it.
Decided by Lewiss Bratt (dre-one) on 07 Aug 2024 at 15:55

[Lthurston13]

Hi I’m the same, had my claim basically rejected by the ombudsman other than the written apology from Three for failing to provide Correlation IDs so I could claim a refund!  They just won’t have it either or seem to grasp the extent of this situation. I’ve even directed them to these threads to show there are lots of us. Nothing, it’s apparently a third party and to take it up with them. It’s like banging your head against a brick wall! It’s so disgusting that as a customer you do everything right and they just abuse their side of the contract and get away with it.

Obviously the ombudsman are just completely useless and absolutely no good at holding anyone to account.

I am sorry to whoever finds themselves here in this situation, it’s not looking good! All I can say is advise every human you know to move and never ever use three mobile. 

[rla]

by the looks of it is not Three only, O2 has a equivalent service which also can't be stopped