I received a letter dated 16/8 saying my account was overdue for a mobile I never bought and saying that I would be liable for the full contract. I phoned T-mobile and after much discussion they accepted that I had not bought the phone and agreed to pass it to their Fraud department. One month later 16/9 I receive another letter threatening my credit rating and saying my account will be passed to a DCA and that I will be charged for the full contract. I just phoned Customer Service - service is a euphemism for 'couldn't care less' - who said a fraud investigation takes 28 or more days, no they couldn't tell me what documents had been used to hack my identity, no I couldn't speak to the fraud department, no they can't stop sending out threatening letters. In essence because of poor internal processes they have sold a mobile to somebody who did not provide either bank or credit card details and they are now chasing me for the outstanding payments. I have today referred it to CISAS for resolution. What an unprofessional company.
Phil Herold found this review useful
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