topic Re: One Time Pin (OTP) Scam in Contracts & Billing

One Time Pin (OTP) Scam

HUDI111 — Tue, 16 Jan 2024 10:53:33 GMT

In June, someone has fraudulently taken 3 mobile phone contracts in my husband’s name at the EE store in Woking.

This only came to light when he received his July bill and it was referred to EE’s fraud team.

The fraud team have basically said that fraud hasn’t taken place and he taken the phone contracts out himself because a one time pin was sent to his phone to enable the employee to process the contracts.

Just to give you some context, these contracts were taken out at 5pm in Woking where my husband supposedly was at that time! (we live over 200 miles away from Woking) But I have looked through my camera roll and we went out for dinner in Manchester at about 7pm on that day!

I went into a local EE store and asked them what their procedure was if someone came in to purchase a contract. They advised protocol was to request ID but they would normally just accept the one time pin. I explained the situation we were in, and the employee advised that this was a known scam by someone who used to work for EE.

At the time, I asked for CCTV of the store which they wouldn’t provide. I asked if any ID was requested from the individual who was posing as my husband, they confirmed nothing was requested as the one time pin was sufficient to prove who he was as the physical phone would have to have been at the store and the employee would’ve needed to see the one time pin on his actual phone. They also didn’t take any up front cost on 3 iphone 14 pro max’s which I found very bizarre! As the bank details would’ve helped us track down who it actually was.

We went back and forth for a while, until they issued the deadlock letter and sent us to the communications ombudsman.

The ombudsman came back to say that they couldn’t look into this any further as they don’t assess whether fraud as taken place. As such, we were directed to the police and action fraud.

I contacted Surrey police, who advised as 28 days had passed since the incident, EE would most likely not provide CCTV for the store and whilst they accept this is a case of fraud, without a suspect they wouldn’t be able to look into this any further but would report the phones stolen. The lady was very helpful and did ring the Woking EE store and they advised the employee who actually sold these contracts no longer works for EE. The police provided me with a CRN and advised me to pass this to EE who should hopefully shut the accounts down.

I called EE and they said regardless of what the police had said, they don’t believe fraud has taken place and they wouldn’t be taking any further action.

In the meantime, we continued to pay the direct debit for over £300 every month as we were in the middle of buying our first home and didn’t want to affect his credit rating. We moved into our house in October and cancelled the direct debit immediately.

EE cut his phone line off last week, so I called them to see if they were willing to come to an agreement or he would be leaving EE. They have now asked for £6,000 to close the whole account down!

I have spoken to action fraud who have logged this and have passed it to the NFIB. They didn’t think NFIB would be able to do anything, and the likelihood would be that we would have to take this to court.

We have received a letter today from the debt collectors but just wanted to know if anything similar has happened to anyone or if they know of how a OTP can be sent to a different phone posing to be the one linked to the account.

This has really affected us a family, both financially and mentally. My husband already suffers from poor mental health and this has sent him in a downward spiral.

I watched the post office scandal last night and I couldnt help but think we are victims of a much bigger scam and EE are turning a blind eye to this.

any help would be greatly appreciated.

Re: One Time Pin (OTP) Scam

Christopher_G — Tue, 16 Jan 2024 11:45:29 GMT

Hi @HUDI111

Welcome to the community and thank you for detailing your experience.

I've sent you a private message to try and get you some help with this, could you take a look and get back to me please?

Thank you.

Chris

Re: One Time Pin (OTP) Scam

Mil3n3 — Wed, 24 Jan 2024 17:36:01 GMT

Yes, I am facing the exact same situation and I am about to take it to the media. I am looking for similar stories as EE confirmed I was not the only one. Let's get in touch.

Re: One Time Pin (OTP) Scam

User0893749 — Tue, 20 Feb 2024 15:45:11 GMT

Unfortunately yes. Extremely recently 2 iphone 15 pro max’s were added to my account and those were made in store. It wasn’t me as i have crippling anxiety which prevents me leaving the house. Fraud team investigated it and because a one time pin was received by them some how or diverted they believe i took out the phones when this is so far from the truth

Re: One Time Pin (OTP) Scam

James_B — Tue, 20 Feb 2024 15:56:25 GMT

Hi @User0893749,

I've sent you a private message.

Please check your community inbox and get back to me when you have a moment.

Thanks

James

Re: One Time Pin (OTP) Scam

Waqar87 — Mon, 29 Apr 2024 21:34:51 GMT

Hi I have had Similar issue can you help me as EE Said fraud hasn’t taken place because a one time pin was sent to phone PLEASE HELP

Re: One Time Pin (OTP) Scam

Christopher_G — Tue, 30 Apr 2024 06:25:34 GMT

Hi @Waqar87

Welcome to the community.

This is something you need to discuss with our Mobile Care team.
Chris

Re: One Time Pin (OTP) Scam

Fibutt79 — Fri, 31 May 2024 17:42:53 GMT

Hi, whilst my situation is not quite as severe as yours. I had fraudsters ring EE pretending to be me and managed to get through their lacklustre security and hand a PAC code to them over the phone. They then accessed all my emails and tried to access my bank accounts and credit cards. I have spoken to a ridiculous amount of EE employes, one who said the PAC code was given out over the phone, another who said that wasn't normal practice, one who said I could request transcripts of the conversation and then another who said I couldn't because the fraudster wasn't me and they needed to protect their identity! As it was a breech of GDPR! What a joke! I've been reading quite a lot of complaints about rhis company now and they seem to want to wash their hands of everything and not take responsibility so I'm thinking about getting enough people together and just launch a Class action suit. People might actually get their money back that way! So if anyone is interested let me know and if you know of anyone else who has been put in a position line this then point them this way too.

Re: One Time Pin (OTP) Scam

Fibutt79 — Fri, 31 May 2024 17:43:58 GMT

I'll join you with this. I'm thinking class action tbh.

Re: One Time Pin (OTP) Scam

Chris_B — Fri, 31 May 2024 17:55:36 GMT

@Fibutt79 Who ever did this needs more than just a phone number to access your emails. Your email client should have its own password and they need to know who your email client is to start with. This is more than just a phone number take over, this stated with identity theft as they have to know more about you then just obtaining the phone number. You might want to read THIS

Re: One Time Pin (OTP) Scam

Leanne_T — Fri, 31 May 2024 17:59:26 GMT

Hi @Fibutt79

Welcome to the community and thank you for letting us know about your experience.

Was your number ported to another network using the PAC?

Have you raised a complaint with our complaints team to get this looked into?

Leanne.

Re: One Time Pin (OTP) Scam

Fibutt79 — Fri, 31 May 2024 17:58:47 GMT

They gave basic details and then asked for the PAC code, the PAC code was given over the phone because they told EE that they didn't have access to the mobile number?! If that's not a concern I don't know what is. They then moved my number to another provider, then using my email address reset the password for my emails with my phone number. They then tried to access my bank by accessing a OTP to the number they stole. EE shoukd never have given anything over the phone!

Re: One Time Pin (OTP) Scam

Fibutt79 — Fri, 31 May 2024 18:07:15 GMT

Yes did all that, every single one of your employees was about as useful as a chocolate fireguard to be honest.

Re: One Time Pin (OTP) Scam

amywoz — Mon, 01 Jul 2024 15:16:33 GMT

I am in a similar situation, my ex partner took out a new phone contract in my name without my knowledge or consent. I have been informed that EE only allow the account holder the make such changes on the account but they allowed a 3rd party upgrade this time when it clearly wasn't the account holder (me being a 32 year old female my ex being a 49 year old male) No ID check was taken at the time of the contract being taken out and me being left with a £120 a month phone bill. OTP is not enough and clearly an ID check should have taken place to ensure the account holder was in the store at the time of the contract being taken out.

Re: One Time Pin (OTP) Scam

Katie_B — Mon, 01 Jul 2024 15:38:09 GMT

Hi @amywoz.

Welcome to the community.

I am sorry to hear this has happened.

Have you reported this to our fraud team?

Katie

Re: One Time Pin (OTP) Scam

amywoz — Mon, 01 Jul 2024 15:42:32 GMT

Yes I have but apparently because an OTP was sent to his phone it is not fraud. However this does not change the fact somebody who was not the account holder made changes on my account using an additional line to send the OTP to and not the account holders line.

Re: One Time Pin (OTP) Scam

Katie_B — Mon, 01 Jul 2024 15:44:04 GMT

Thanks for confirming @amywoz.

Have you been able to raise a complaint regarding the fraud outcome with our customer care team?

Katie

Re: One Time Pin (OTP) Scam

amywoz — Mon, 01 Jul 2024 15:51:06 GMT

Yes I have even taken it to the ombudsman however they all come back to the same conclusion that as an OTP was sent its fine. Which I don't agree with at all which is why I am wanting to escalate it as OTP is not secure and ID checks should have taken place in the store to confirm the identity of the person taking out the contract and to ensure the account holder is present - which I certainly wasn't. I have also provided evidence that I was in York and nowhere near the Clayton Square Liverpool shop where the phone contract was taken out.

Re: One Time Pin (OTP) Scam

Katie_B — Mon, 01 Jul 2024 15:52:34 GMT

Hi @amywoz.

I have sent you a private message for more details.

Katie

Re: One Time Pin (OTP) Scam

MHussain92 — Thu, 05 Sep 2024 17:24:01 GMT

Hi,

Was this resolved for yourself as I am in the same situation, identical were a one time passcode was used to make purchases on my account and EE have washed their hands with it. I am going pillar to pillar to resolve this with no outcome at the moment and they have now passed my account onto Moorcroft

Thanks