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?

[kayyang]

dear, I have the same issue and now have been charged more than £200 , I called Three and they keep asked me to contact google play, which google play does not provide client service number. When you changed to o2, did you keep the same number ?

[Lthurston13]

You can move your number from them. 

[Lthurston13]

I did yes. 

[Lthurston13]

Exactly the same has happened to me. they have purchase TikTok coins via google play apparently. I’ve been going around in circles with three and google. Google insists on having a correlation ID and that it must be provided by three to deal with it,  three insist it’s a third party provider and they don’t know what a correlation ID is and I need to take it up with google. And so we go around in circles. At this stage the only course of action I can see to take is pay to cancel my whole contract with three and move my number to provider like sky that doesn’t offer additional pay services and that you can cap. Otherwise im just continuing to get £200 a month charge I can’t stop. At the moment it’s the same price to end my contact. 

[kayyang]

Hi dear, hope your good, can I ask when you changed your mobile provider, r u still keeping the same number.?

[rky]

Sad to hear all this.

Three pay is default active service? Can it not be default deactivated and the customers who actually wants can activate it by calling customer care and passing security questions?

Also does three pay by passes spend cap?

[PeteyP]

Three Pay isn't impacted by the Spend Cap as those are active purchases, not usage. The credit limit can instead be used to limit or stop Three Pay charges. 

Pete.

[rky]

Okay

is this default active or inactive service?

[andreicr]

three pay is default active, with no limit and no way of disabling it

[ashtonbb]

Hi Laura, this happening to me. My phone was stolen in london. And ive done the exact same thing you have done. But again this month they are somehow still buying coins through my mobile number. did you manage to stop it?

and did you get any money back?