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The Guardian - UK
The Guardian - UK
Business
Zoe Wood

EE won’t refund in full although my daughter’s mobile was reported stolen

EE GD Google Play
EE logo on a store
EE put a restriction on the account when notified. Photograph: May James/SOPA Images/Shutterstock

In March my daughter’s phone was stolen at a tube station. She went straight to a friend’s flat and called EE to cancel the sim and Apple to block the phone. The next day she bought a new handset and obtained a replacement sim.

I pay the bill and since the theft I have been charged for almost £1,000 worth of Google Play costs over the four months from March to June. Neither my daughter nor I have an account.

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