on 05-16-2024 03:09 PM
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?
Saturday - last edited Saturday
Hi, i've been experiencing the same thing since my phone got stolen in September 2024. I have tried numerous time with three and with Google Play to have these charges stoped / refunded, neither has offered any assistance! Have you been able to find a solution until now?
Note: I contacted Three and asked them to set my credit limit to £0, and they told me they can only increase my credit limit, not decrease it!
Worst network provider i've ever dealt with.
yesterday
Hello there.
It sounds like the advice you were given is wrong. The credit limit can be decreased, that's ultimately what it's there for. Sounds like the agent was confused, and I'd recommend getting in touch with the team again to have it changed. You can register a complaint about the issue on our complaints page as well, and the team can look into it for you.
Pete.
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2 weeks ago
Hi I am in the same situation! What did you do to resolve this ?
2 weeks ago
Hi all,
I am going exactly through the same problem and scam with three. My phone got stolen on the 30/11 and since the I have been charged over 300 pounds of charges that are not mine. They are coming via Google Play (which I have never used) and through an app called Poppo live.
I have called three several times, put two complaints but they are useless and would not do anything about it. I submitted a claim to Google with the Correlation ID of the charges, but this was also useless as they Closed the complaint and sent a notification about contacting my Financial institution (which is actually not connected at all with this scam).
I am going to change provider despite the fee of breaking the contract earlier as I cannot afford (Nor want) to keep paying charges that are not mine. I am absolutely shocked by how little Three, the police and Action Fraud are doing about it (I obviously reported to all of them too)
I have a very important question and I need anyone in the same situation to give me their advice.
Would you also change number when you change phone provider? My preference is to keep my number as there is so much hassle when you change phone number.. but unsure whether these charges would keep on coming even tho...
Many thanks..
2 weeks ago
Hi @CristinaLuna002,
I'm sorry to hear about your experiences since your phone was stolen, and that there hasn't been a solution from your complaint or contacting the Police or Action Fraud. We'd like to take a closer look into this for you. I'll send you a PM to help you contact some colleagues. I'd recommend to have your crime reference number when you get in touch so that we can escalate this for you.
In terms of a number change, we're not sure this will resolve the matter, but this can be done on your Three account on request. I'd recommend to log this with the colleagues I'm directing to, and we'll check into the best solution.
To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".
Thanks,
Jonathan
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2 weeks ago
This exact thing has happened to me and I can’t seem to make progress on my complaint with 3. Could you help at all?
a week ago
Hello, Musoman.
At Community, there isn't any way for anyone to access your account information. If you haven't had success getting the charges to stop through the 3rd party company, my advice would be to speak to the Support Team and request for the credit limit on your account to be set to £0. This will block 3rd party charges from going through.
Pete.
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on 12-15-2024 10:03 PM
Sign my petition to put an end to this: https://www.change.org/p/implement-transaction-verification-for-phone-paid-services-charged-to-mobil...
on 12-16-2024 11:53 AM
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.
