topic Re: Have I fallen for an OTP scam? in Contracts & Billing

Have I fallen for an OTP scam?

Sy_ — Tue, 08 Jul 2025 13:03:11 GMT

Today I rang 150 to enquire about the spend cap. I was advised by the male operator to increase it from nothing to £10. The operator said he could do it from his end.

He sent me a SMS with a pin and asked me for the number. I gave him the number.

I received another SMS from EE confirming the spend cap increase.

Then the line cut out and I received a call from a mobile number which my phone recognised as an EE Guide Calling.

I then received an SMS from an “Elizabeth” with a link for any follow-up calls.

I found the cutting of the line, a call from a mobile and a different name for the follow up text suspicious.

I have read here of various OTP scams and I hope I haven’t fallen for one.

Re: Have I fallen for an OTP scam?

Sy_ — Tue, 08 Jul 2025 13:24:42 GMT

Today I rang 150 to enquire about the spend cap. I was advised to increase it from nothing to £10. The operator said he could do it from his end.

He sent me a SMS:

“Hi from EE. Your PIN is: XXXX. You’ll only be able to use it once. Thanks” and asked me for the number. I gave him the number.

I received another SMS from EE "Hi from EE. You've added a £10 Spend Cap. We'll stop you spending on some services that aren't included in your plan, like picture messages and daily EU roaming charges. This won't limit you buying things like apps and roaming passes. For help understanding your spend cap, or to change it, please reply SPEND CAP to this text. You can also head to your EE app. Thanks.”

Then the line cut out and I received a call from 07973 100194 which my phone recognises as an EE Guide Calling.

I then received an SMS:

"Hi it's Elizabeth from EE. It was great talking to you today. If you need to speak to us again in the next few days, visit ****** and select 'Call Me Now' to book a call back within 15 minutes (between 9am and 8pm). This link will remain active for the next three days.Thanks.”

The operator was not an “Elizabeth” and was a male.

I found the cutting of the line, a call from a mobile and a different name for the follow up text suspicious.

I have read here of various OTP scams and I hope I haven’t fallen for one.

[Mod edit - link removed]

Re: Have I fallen for an OTP scam?

bristolian — Tue, 08 Jul 2025 13:27:02 GMT

Can you post a screenshot of the message from "Elizabeth"?

EE CS do use mobile numbers as caller-ID on outbound calls - 07973 100194 & (from memory) 07973 100610.

Re: Have I fallen for an OTP scam?

Sy_ — Wed, 09 Jul 2025 06:27:01 GMT

Thank you for your reply

The mobile number was the one ending 194.

Re: Have I fallen for an OTP scam?

Katie_B — Wed, 09 Jul 2025 09:52:22 GMT

Hi @Sy_.

Thanks for providing a screenshot.

07973100194 is an EE number, the text you have received is legit.

Katie

Re: Have I fallen for an OTP scam?

Sy_ — Wed, 09 Jul 2025 10:53:45 GMT

Thank you for the reply.

Is it normal practice for an operator to send a pin via SMS and then ask for it when they are making changes to a customer’s account?

Re: Have I fallen for an OTP scam?

garybs29 — Wed, 09 Jul 2025 11:12:13 GMT

Yes a one time pin is a valid method of security so it's probably nothing to worry about

Re: Have I fallen for an OTP scam?

Jpn369 — Mon, 02 Mar 2026 09:33:11 GMT

No this is not normal and does fit the profile of an OTP scam. I have spoken to EE about this and one individual agreed and stated that it shouldn't be the practice. If you don't recognise the number do NOT read out an OTP to the person calling.

This is what HSBC's Head of Fraud says "If someone calls you out of the blue and asks for your One Time Passcode, hang up straightaway, it’s a scam.”

Why EE is doing this is beyond me.

Re: Have I fallen for an OTP scam?

bristolian — Mon, 02 Mar 2026 09:50:49 GMT

@Jpn369 wrote:
Why EE is doing this is beyond me.

What exactly is it, that you think EE is doing here, that's wrong?

Re: Have I fallen for an OTP scam?

Matt_124 — Mon, 02 Mar 2026 11:00:50 GMT

How else would you suggest EE verify the account holder over the phone?