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  1. I've seen some posts on stolen phones abroad and massive bills. Please help someone... My scenario: I had my phone stolen in Spain and some criminal gang used it to make 369 phone calls (sometimes simultaneously) to Serbian premium numbers before I was able to report it stolen. This has left me with a 6.2k bill which I received on 16 Oct (the calls were made on 27/28 Sep). Not surprisingly this freaked my out as when I reported it stolen the rep told me that there was no suspicious activity on the account. I immediately called Vodafone and the rep I spoke to advised that this was obviously fraudulent activity and that he would have the charges reversed. I received multiple assurances that I wouldn't be charged and that he would send me a confirmation email (he wanted to send a text, but I wanted it in writing). Phew, I thought! No email for a few days and so I called back on 20 Oct to find out what was going on and boy oh boy had their attitude changed. Not only had they refused to acknowledge the contents of my prior call but also refused to acknowledge that any type of fraud had taken place at all. The "you are liable for all calls up until reported stolen" line was being regurgitated at will. The calls over the last few days were basically me pleading with them to explain how they did not notice such high call volumes and take no action whatsoever. I had made 12 voice calls in the whole of September, but 369 calls over a 30 hour window didn't raise any flags?!? I was told repeatedly it takes more than 24 hours for the systems to update. Then the breakthrough that exposes this myth of "not knowing" they seem to perpetuate. I kept referring to the incident as a fraud and one of the many reps I had spoken to replied (prob out of frustration), "it's not fraud, your account was checked on the night of 27 Sep at 23:40 (12 hours after the calls began) due to suspicious activity and it was decided that no fraud was taking place". This was re-confirmed by a supervisor 3 hours ago. In other words, they have the technology to identify suspicious activity, they just don't feel like acting on it. When I pushed the supervisor on the duty Vodafone has to assist or act in the customer's interest when this type of activity is occurring I got a response that pretty much sums up their whole attitude, "Sir, show me where in our T&C's it states that we should act in the manner you are describing". Now the threats of debt collectors and credit scores have started. The only thing they said they would do for me is offer a payment plan over 6 months (as this was an exceptional case). I find myself moving between anger and anxiety constantly now... How do I fix this??? I'm so close to having a deposit to buy a flat after years of saving. This whole episode looks like ruining that dream...
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