topic Re: Account hacked in Security

Account hacked

Fazzell — Sun, 16 Apr 2023 19:34:37 GMT

Hi my account was compromised with a hacker calling getting through security changing my account to look like it was suspended then forwarding all my texts and calls to another device.. any idea how this happened?.. my full online banking was logged into and emails..

Re: Account hacked

James_B — Mon, 17 Apr 2023 07:07:34 GMT

Hi @Fazzell,

Welcome to the EE Community.

I'm sorry to hear you've been the victim of fraud.

Please get in touch with Customer Care to report it.

The team will be happy to help.

James

Re: Account hacked

AAB1 — Sat, 12 Aug 2023 06:39:51 GMT

Did you manage to get it sorted? The same thing has happened to me .. quite frankly EE customer service has been **bleep**.
It’s been over a week and I’m still in the same situation.

Re: Account hacked

Leanne_T — Sat, 12 Aug 2023 07:34:52 GMT

Hi @AAB1

I am very sorry to hear this has happened.

To get an update on your account, please get back in touch with our mobile care team. They have access to the account and history to get this fully investigated and help you get this sorted.

Leanne.

Re: Account hacked

SYD07 — Tue, 29 Aug 2023 04:25:45 GMT

I have had the same thing happen also on the 12th August and still at this moment it's still happening and no one at ee will update me or answer any question I ask

Re: Account hacked

AAB1 — Tue, 29 Aug 2023 05:46:16 GMT

I believe it’s somebody internal stealing information and doing it.
I have sent a letter of complaint to EE so I am interested to know what they say.

Re: Account hacked

Chris_B — Tue, 29 Aug 2023 06:20:33 GMT

@AAB1 That’s a pretty big accusation you just made there. If there was such a person and it was proven there would be more than just a loss of a job.

Re: Account hacked

Katie_B — Tue, 29 Aug 2023 06:48:38 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: Account hacked

Ants41 — Sat, 21 Oct 2023 16:59:44 GMT

Hope you got this sorted, I too had my contract with EE hacked, they managed to activate an esim thereby cancelling my sim in my phone. As they had access to my bank account details via EE, they then signed up for a loan at my cost. To sort it and I must say it was down to me, I changed the phone number via EE and cancelled the old number and am dealing with "my" new loan with the companywho provided it. EE were not much help. I reported it to Action Fraud and note there was a major ransomware attack and data breach by EE a couple of years ago. I'll be raising this with EE and ofcom as well as the FCA.

Re: Account hacked

Christopher_G — Sun, 22 Oct 2023 08:30:24 GMT

Hi @Ants41

I'm sorry to hear this. Do you know if this has been investigated by our fraud team through EE customer services? If you haven't discussed that side of things with them, I'd recommend doing so as soon as possible.

Chris

Re: Account hacked

Ants41 — Sun, 22 Oct 2023 16:53:35 GMT

Hi Chris,

Thanks for the reply. I have liaised with EE customer services a number of times, but I'm not aware of the issue having been referred to your fraud team by them at all. I'd seriously like to understand how that someone can access my account but not heard anything about that and if it hadn't been from my actions, the fraudsters would still have access to my phone number with EE. So disappointed.

There is supposed to be contact from someone I spoke to on Friday evening from EE ringing me tomorrow. I also spoke to 3 other customer services staff on Friday about this prior to 1 staff member taking responsibility. The customer services staff, aside from Dennis who is ringing me tomorrow, were lacking in training on how to deal with the situation.

Re: Account hacked

Katie_B — Mon, 23 Oct 2023 06:45:54 GMT

Hello @Ants41.

Thanks for getting back to us.

Are you due to receive a call back today?

If yes, could you please keep us posted on the outcome of your call.

Katie

Re: Account hacked

Ants41 — Mon, 23 Oct 2023 09:04:56 GMT

Thanks Katie, it was actually someone called Christopher not Dennis who was calling me back today for 9am, but he has messaged to say he couldn't make the agreed time and will contact me before 9am tomorrow.

Re: Account hacked

Katie_B — Mon, 23 Oct 2023 09:07:34 GMT

Hi @Ants41.

I am sorry to hear the agent has been unable to call back at the agreed time.

Hopefully, they can get back in touch soon with an update.

If you do not wish to wait till Christopher can call then please get back in touch with our customer care team on 150 who will have access to all your notes.

Katie

Re: Account hacked

Fuz113 — Tue, 20 Feb 2024 16:12:44 GMT

I have a question …… why doesn't EE have a more robust system if this is a growing trend. The onus must be on them to secure the account. I have gone through my setting and there is nothing I can see that would stop any one from altering my details. I can only suggest if you have been hacked and lost money taking legal action against EE.