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?

[Anto]

I'm in the same situation. I cannot believe that charges can be made through a phone bill which is the most unsecured thing. Surely we should pay through Apple Pay of Google Pay and have security through a credi card which is covered but not through a phone bill. This is Google fault as well as mobile providers' faults which allow that. Three has been the worst ever experience in customer service.

[AmalAji]

Same thing happened to me last month. My phone stolen on the evening of the 30 june . 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 £300. 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.

ofcourse three sim providers stealing or robbering my money. The real theif is three. Three help to support to steal the customers money like this. 

[sasha23]

Hi all, unfortunately the same thing has happened to me after my phone was stolen in London, and Three have been of no help. They even suggested putting a spend cap on my account, before sending an automated message about how spend caps don't won't stop charges from third party services, so a total waste of time and not a solution. Completely useless, and I am luckily out of contract so happy to change provider (though a lot of admin!) however I am not sure how to get the £100 I lost from the thief somehow purchasing a load of Tiktok coins that were charged to my phone bill. Any guidance greatly appreciated! 

[Lthurston13]

So the only way is to take it to the ombudsman. I’m in the process of doing it at the moment and they are still denying all knowledge of this happening and saying it’s nothing to do with my phone being stolen.

U

You need to either wait 8 weeks or get a case closure, so they refuse any further help then make a case to the ombudsman. 

Three told me I’d have to take it up with google to get the money back google needed a correlation ID from Three, Three denied all knowledge of it so there was absolutely nothing I could do to stop it and get my money back. So I’ve been stuck in between them and I’ve taken Three to the ombudsman. I can’t believe they are not accepting this is a thing that happens after your phone is stolen. They seem to just not grasp the situation. 
I’m sorry I can’t bring anything better to saga but I’m still fighting them but glad I’m not with them getting texts for £150 each month. 

[Lthurston13]

Currently submitted my ombudsman claim and had to cancel everything to stop it as they refused to help. No longer with three now, after ten years! 

[Thyyyyyyy]

Hello Laura, How is it going now

[Lthurston13]

Ok I’m going to do the same, I don’t see them fixing this at all but it seems there is a big loophole here with mobile operators opening your phone bill to be used like a credit card but having absolutely no precautions or fraud measures in place! You can’t even opt out of it. I’m getting out of it I’ll never trust them again if it’s this easy to abuse but impossible to stop fraud

[kayyang]

Hi dear , I had the same issue and I have done whatever I can . But three keeps ask me to contact google play and they did not even help me to unsubscribed anything . Did you change your number as well?

[Lthurston13]

I moved my number to another provider that has caps: I’m currently in taking my case further to the ombudsman 

[andreicr]

I've done the same. Three won't stop the ThreePay service, so I had to cancel the contract, now moved to O2 PAYG. After eight weeks of three not sorting it, I have the right to escalate it to comms ombudsman, after that - if no result - it will go to court