topic Re: My EE Account Hacked in EE app and website

My EE Account Hacked

Gymshoes — Sun, 13 Aug 2023 06:47:12 GMT

On Thursday 11th August my EE Account was Hacked and someone bypassed EE security and Obtained a Pac code, They then used this to transfer my no to Lycamobile, EE sent me a Sorry your leaving Text which I new was wrong so I immediately contacted them but they said it was too late to stop it happening and I would need to wait until Monday. Over the weekend the hackers have accessed all my online banking app and credit card apps as they appear to have clones my phone. They have changed pass codes to prevent my access and are trying to take money out of all my accounts---BEWARE

Re: My EE Account Hacked

Chris_B — Sun, 13 Aug 2023 07:41:23 GMT

@Gymshoes They haven’t cloned your phone they have control of your phone number so anything that your phone number is apart off can potentially be compromised. For this to happen they also need more information than just obtaining your phone number. Ie who you bank with, You need to call your bank about this asap. If you have an Amazon account remove your payment method and change your password. If you have a eBay account remove your payment method and change your password. Anything that your phone number is apart of you need to change/block/switch off. And you then need to contact them services if you notice anything that’s not what it should be.

Re: My EE Account Hacked

Gymshoes — Sun, 13 Aug 2023 07:44:36 GMT

Sent from my Galaxy

Re: My EE Account Hacked

Leanne_T — Sun, 13 Aug 2023 08:01:23 GMT

Hi @Gymshoes

I am very sorry to hear this has happened on your account.

Please follow @Chris_B's advice and change all passwords, and contact your bank to make them aware this has happened.

If you can get back in touch with our mobile care team, they can get this fully investigated for you.

For help on staying safe, please see our Online Security: Avoid and Prevent Scams.

Thanks.

Leanne.

Re: My EE Account Hacked

Gymshoes — Sun, 13 Aug 2023 08:27:18 GMT

Thanks for that, somehow they attacked every app on my phone 4 banking apps and 6 credit card apps - the big question is how did they bypass EE security and obtain a pac code. Could mean big problems for EE ? All accounts frozen now the process to sort it all out begins, hard to do over a weekend. Unable to find out how much money has been stolen but will find out Monday.

Assume EE will be liable ?

Re: My EE Account Hacked

Leanne_T — Sun, 13 Aug 2023 08:44:31 GMT

Hi @Gymshoes

Thanks for the quick reply.

Our Fighting fraud (ee.co.uk) has information on steps to take to report this.

Once this has been reported to our mobile care team they will let you know the next steps.

Leanne.

Re: My EE Account Hacked

Gymshoes — Sun, 13 Aug 2023 09:33:15 GMT

Hi Leanne,

Thanks for reply.

I talked to EE on Thursday so hopefully things in motion, very disappointed they don't have a dedicated phone line for this type of fraud 150 can take a long time to get through to. They also said they couldn't do anything until Monday, obviously the fraudsters knew this so have had all weekend to access my accounts through my phone no. Should I contact police for a crime reference ?

Re: My EE Account Hacked

Schockwave — Sun, 13 Aug 2023 10:34:39 GMT

@Gymshoes , I would definitely report this to the police and you will then get a crime reference. You should be able to contact your bank and credit card companies, they will be able to provide you with new cards and block the others if this needs to be done.

Re: My EE Account Hacked

Leanne_T — Sun, 13 Aug 2023 10:35:29 GMT

Hi @Gymshoes

You can find information and report this on the Action Fraud site.

Hope this helps.

Leanne.

Re: My EE Account Hacked

SYD07 — Mon, 28 Aug 2023 20:16:23 GMT

Hi fellow victim and to EE management

I have had exactly the same happen to me on exactly the same day 11th August I am no further forward in securing my ee account, hone number, app, phone or any aspect of my life where my phone number is connected

😭😭😭😭

Re: My EE Account Hacked

Katie_B — Tue, 29 Aug 2023 06:48:49 GMT

Good morning @SYD07.

Welcome to the community.

I am sorry to hear this has happened.

When you reported this to our customer care team what was advised?

Katie

Re: My EE Account Hacked

Gymshoes — Wed, 04 Oct 2023 08:56:50 GMT

Hi SYD07,

To keep anybody up to speed with what finally happened and to air my disgust at the way I was treated by EE.

I contacted EE to request the recording of the phone call when my pac no was illegally obtained (as this is something that we are all entitled to) it took 1 month to receive a reply and they said that as the recording clearly was not me IE it was an imposter (who did not have a very English accent so obviously wasn't me ) then they were unable to release the recording !! I suspect that they were just covering their tracks as the EE employee had made a big error. Can't wait for my 4 contracts to expire then I'm off !!

Don't use EE

Re: My EE Account Hacked

Profile closed — Fri, 17 Nov 2023 11:04:08 GMT

Hi pal - same thing has happened to me on 13th November. Got a message to say here’s your requested pac code. Never requested it, phoned ee and they said there’s a fraud on your account and my number won’t transfer- next day all of a sudden lost my coverage- half an hour later looked into my back account money all gone.
ee is being hacked and the fraudsters are getting our bank details and address. EE like you say change email address and password - but the problem is with EE who are being hacked or my instinct is someone within the business is leaking data.
if this happens to anyone - straight away take your number off your main email address and ring your bank and tell them what’s happened and remove your number from online banking until you get your number back

Re: My EE Account Hacked

Leanne_T — Fri, 17 Nov 2023 16:10:03 GMT

Hi there.

I am very sorry to hear this has happened and a PAC was requested and money has been taken.

EE take security very seriously when it comes to handling your data. You can find more information on our Privacy Policy page.

You have done the right thing reporting this to us and your bank.

Is this being investigated with our mobile care team to get the number back? Please change all passwords that use the same email/password log in.

Leanne.

Re: My EE Account Hacked

Smcturk — Wed, 06 Dec 2023 20:55:22 GMT

Hi all,

The exact same thing has happened to me on 30th November. PAC code requested on Wednesday and gained access to my bank account on Thursday. EE have been a nightmare to deal with so far, so seeing these posts doesn’t fill me with confidence.

Would be interested in hearing if anyone has any further update? Clearly a massive issue with security for all EE customers!

Re: My EE Account Hacked

Katie_B — Thu, 07 Dec 2023 07:51:18 GMT

Good morning @Smcturk.

Thanks for coming here.

I am sorry to hear of this.

Please could you confirm if case has been raised to our fraud team?

Speak soon,

Katie

Re: My EE Account Hacked

Gymshoes — Thu, 07 Dec 2023 10:56:00 GMT

Thank you for showing an interest, not many people at EE have shown any. The thing that has annoyed me the most is that I have not been allowed to have the recording of the conversation between my imposter and EE of which I have been told there is a recording but as it is not me but someone purporting to be me then I cannot have it, more likely is that it incriminates EE as I believe the correct checks were not taken. Really in two minds whether I should involve a solicitor to take the matter further. I have a full timeline of the events which show I responded within minutes to a text message asking me to contact EE if the request for the Pac code was not me. EE systems and checks very poor.

Re: My EE Account Hacked

Katie_B — Thu, 07 Dec 2023 11:17:29 GMT

Thanks for getting back to me @Gymshoes.

I understand your reason for wanting to obtain the call recording, however, if our fraud team are unable to offer this our customer care team can't go any further.

Has our fraud team completed their full investigation?

Katie

Re: My EE Account Hacked

Gymshoes — Thu, 07 Dec 2023 16:57:38 GMT

Thank you for your contact, I believe your fraud department (based in USA?) were not the slightest bit interested, I assume it is because it was EE's fault. The amount of distress caused by your operatives incompetence has been very hard for me to get over.Your follow up system is useless and protective of EE.James Huse

Re: My EE Account Hacked

Smcturk — Sun, 10 Dec 2023 20:37:13 GMT

I have requested the transcript from my call too, but I expect I will have the same result. I have been told from someone at EE that the second security check would be a one time passcode sent to the registered mobile number, and this obviously never happened. It is a total data breach from EE. I’m finding that they are extremely difficult to deal with, and don’t follow up on any calls. I have been advised to report the incident to the ICO.