I received an unsolicited new iPhone6 and sim card, followed by a letter confirming a direct debit with Vodafone from a bank account that is not mine, although it had my name and address in the account details.
The bank account had an HSBC sort code in West Yorkshire. I have spent hours on the phone to Vodafone customer service, pointing out that this is a fraud, but to no avail. Vodafone said it would send a courier to collect the phone. But it hasn’t, nor has it given any written confirmation that this is a scam.
I don’t want to release the phone until I have some written assurance that I will not be held responsible for the debt when the fake bank account fails to deliver the first direct debit. Even more importantly, I need Vodafone to remove any trace of any credit searches or actions that may affect my credit rating in the future.
I do have a Vodafone account through my work, but I do not have a personal account. It is impossible to get through to anyone to register what is going on. I have similarly had no luck with getting any help from HSBC (which isn’t my bank). NH, London
It seems odd that Vodafone opened a new account relying only on checking your name and address, without confirming that the bank account number was legitimate, which made the identity fraud a doddle to carry out.
It is disappointing that Vodafone did not appear to take your complaint and concerns seriously. When we made contact it told us: “NH’s address was used by someone attempting to fraudulently obtain a phone from us using a bogus bank account. We have explained to NH that this will have no impact on his own bank account, or his credit rating, and that we entirely accept that this was an attempted fraud and that he had no connection with it.”
The account has been cancelled and Vodafone has given you the option of handing the phone back to one of its couriers or in a pre-paid returns bag. That should be the end of the matter.
Remember that you can report fraud or internet crime to Action Fraud – the UK’s national fraud reporting centre – any time using its online fraud reporting tool, or by calling 0300 123 2040 (textphone 0300 123 2050).
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
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