Complaint

[Joanne22]

I have been receiving letters requesting payment for 2 phones that were fraudulently ordered by a criminal who stole my business name and address. There is a crime number and cctv footage of the crime is with the police. Despite informing BT’s debt collection service (MIL COLLECTIONS) of the details of this in October ‘25, I am still receiving letters.
I received a letter today from a law firm (AJJB law) as it has been escalated to a CCJ. How do I inform the relevant person at BT to make this stop? When I call, I need a phone number as reference but I don’t have one. I cannot get through. Please can anyone help? 

[Alex_H]

Hi @Joanne22,

Welcome to the BT Community

I am so sorry to hear of the issues you have been having with a fraudulent account. Was the letter from MIL Collections how you became aware about this account? From what I can tell you have informed them, but have not yet been in touch with ourselves directly? 

As if you have advised them but the account has continued then it is definitely best to get in touch with us directly so our fraud team can investigate. From what you say it sounds like its been taken out under a business account rather than personal account?

If so it will need to be our business team you call, you can find the number on that link, when you call it asks for a number a few times but then will say if you don't have a number press * to bypass that part and speak to someone There is also the e-mail option on that link if you have issues calling. 

They will be able to locate the account using the business name and address if you don't have any other details and get our fraud team to take a look into the account.

Alex