Mode Provider inappropriately deals with identity fraud

The issue

Vanessa, a victim survivor, contacted the TIO after she received a debt collection notice for more than $2,500 for three mobile phones bought in her name without her knowledge.

She called Mode Provider* to discuss the issue.

Mode Provider told her because she was known to the person who fraudulently used her identification details, the matter was a civil one and Mode Provider was not required to help her.

Vanessa had one of the phones and was told it was a gift from her ex-partner.

She was unaware of the debt owed for this phone or the other two that she had never had.

The investigation

Vanessa was dissatisfied with Mode Provider’s response and came to us.

Through the investigation we found that while the purchases were made in Vanessa’s name, none of the contact details or billing addresses were hers.

As such, we found Mode Provider had not ensured it had contracted the correct party.

We also found Mode Provider had default listed Vanessa for the outstanding balance.

The outcome

As Vanessa wanted to keep the phone she had, Mode Provider agreed to recall the debt and waive all but $700, the outstanding cost of the phone she had.

Vanessa agreed to pay for the phone, and we ensured Mode Provider removed the default listed on her credit file.

*Names of individuals, organisations and companies have been changed.