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JJ111
Level 2: Rookie

Acccount Fraud

Someone has used a driving license number + my address to open an account and order a phone at Telstra. I have informed Telstra this person doesn't exist from the very beginning and returned all the letters sent him back stating he doesn't exist. This person has not been contact-able since then (sure as he might not exist at all). I have been to local Police to ask them to check on this name (I was only told he was born in 19x3) and they can't find him in the system. Obviously something is wrong - either he used a fake ID or Telstra has made a mistake when taking down his address. Telstra hasn't done anything to resolve this dispute and simply pass the info of this account to the debt collector and credit group. What can I do in this case to prevent a bad credit reading at my address? Pls help.

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14 REPLIES 14
Level 21: Augmented
Level 21: Augmented

Re: Acccount Fraud


@JJ111 wrote:

Someone has used a driving license number + my address to open an account and order a phone at Telstra. I have informed Telstra this person doesn't exist from the very beginning and returned all the letters sent him back stating he doesn't exist. This person has not been contact-able since then (sure as he might not exist at all). I have been to local Police to ask them to check on this name (I was only told he was born in 19x3) and they can't find him in the system. Obviously something is wrong - either he used a fake ID or Telstra has made a mistake when taking down his address. Telstra hasn't done anything to resolve this dispute and simply pass the info of this account to the debt collector and credit group. What can I do in this case to prevent a bad credit reading at my address? Pls help.


@JJ111 Keep all documents relating to this matter.

 

Raise a complaint for a case manager to look into it https://tel.st/4amxg It will take a few days for one to be assigned. If you have any further issues come back to this thread.

 

More information on how it is handled can be found at https://www.telstra.com.au/support/category/account-billing/manage-account/our-complaints-handling-p... 

Hot pineapple donut and a cuppa.... Mmmmmm
JJ111
Level 2: Rookie

Re: Acccount Fraud

Obviously there is big security whole existing when opening an account esp. on line. I was told that the only thing Telstra can verify is the driver license number so basically anyone can use an almost random driving license number to do so while putting down a fake name and "your" address. 

Level 21: Augmented
Level 21: Augmented

Re: Acccount Fraud


@JJ111 wrote:

Obviously there is big security whole existing when opening an account esp. on line. I was told that the only thing Telstra can verify is the driver license number so basically anyone can use an almost random driving license number to do so while putting down a fake name and "your" address. 


@JJ111 The important thing is to make sure anything created in your name/address without your authorization is removed and you are not penalized.

Hot pineapple donut and a cuppa.... Mmmmmm
JJ111
Level 2: Rookie

Re: Acccount Fraud

I have logged two cases so far and have call Telstra many many times, very sad, I was told they can't change the address. I said Telstra has to fix the issue as a dispute was reported for this account before sending the account's info to any third parties, right? I was told a lot of rubbish that this is what they have to do (e.g. sending the info to the third parties), but hang on, it is correct if no issue with this account, but if there is a dispute on this account, shouldn't this be investigated first?

Imaging in an old society, people have to cut a theft's finger if he or she stole something, in this case, if this person was the wrong person (or at least we are not sure) or simply doesn't exist (= a ghost), should his or her or its finger got cut first as this is what people have been doing?

JJ111
Level 2: Rookie

Re: Acccount Fraud

I have also talked to the Telecommunication Industry Ombudsman but they said as this account is using another name not my name, so they can't help due to privacy issues, Telstra has to fix this issue internally.

JJ111
Level 2: Rookie

Re: Acccount Fraud

If Telstra is not going to improve it online ID checking process, more and more ID fraud (could be in slightly different format will occur, end of the day, the lost will be Telstra's. In this case, my address is related and I still can't figure out why this happened. 

JJ111
Level 2: Rookie

Re: Acccount Fraud

With the case open, I was told they can't change the address. I asked - why? Imaging if it is a mistaken made, sure you can. So technically they can, but they said they are not allowed to do so. So even if people using a fake ID? Must be joking.

JJ111
Level 2: Rookie

Re: Acccount Fraud

Can Telstra PLEASE tell me how to prove to you that this person doesn't exist at my address so they can remove my address from this account in the system?

JJ111
Level 2: Rookie

Re: Acccount Fraud

"A system that treats victims as criminals is appalling. "

JJ111
Level 2: Rookie

Re: Acccount Fraud

Telstra has the driving license number for this account that uses my address, but Telstra won't tell me due to privacy.

If Telstra can go to the Police to check out this driving license number provided (name and address and DOB), then can tell immediately it is a fake ID or not.

Using fake ID is a crime, why Telstra just don't do anything about it.

JJ111
Level 2: Rookie

Re: Acccount Fraud

"A system that treats victims as criminals +while protecting criminals using privacy+ is appalling. "

JJ111
Level 2: Rookie

Re: Acccount Fraud

In this case, my Surname and address was stolen but because the first name is not mine, so I can't make a complaint to TIO or report it to Police due to privacy. 

For example, my name is Ms Judy Brown, this fake person's name is Mr Julian Brown and he is 3 years younger than me as far as I was told. Close enough. 

I have read thru some archived cases, similar things had happened before. 

JJ111
Level 2: Rookie

Re: Acccount Fraud

I was told by the "CEO Complaints - Specialist" the 2nd case has to be closed without solving the issue so I replied to them the following:

 

Hi <Head of Sales and Service Consumer & Small Business>
I am very disappointed by the reply here, the case was closed without solving the issue.
We are having "A system that treats victims as criminals while protecting criminals using privacy is appalling. "

Hi  <CEO Complaints - Specialist>
I will open another case to ask Telstra to investigate into this account fraud issue. Pls don't tell me that Telstra can't help in this case, Telstra created the account so Telstra should be able to fix the error while creating the account, it not Telstra, who else can? If you spend a few minutes Google "Telstra account fraud", you will see similar cases - in this case my address, surname even my initial was stolen and misused. Some people experienced similar issues have to write to the Telstra's CEO three times to get the issue looked into and finally resolved.
If this account has the correct information from the very beginning, nothing Telstra has done wrong in terms of sending the info to the debt collector and credit group, but if this account was created using a fake ID (which was a crime), esp. Telstra has got notified about the issue from the very beginning, then Telstra should investigate and try to correct the error before sending the data out to any third parties.
If Telstra is not going to take into account fraud issues seriously enough, the biggest lost will be Telstra's.

Thanks & Regards,

xxxx

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JJ111
Level 2: Rookie

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