New SIM fraud

[Profile closed]

EE - your security is appalling.

my wife was notified by text that a new SIM card was on its way, but she had not ordered one. She reported this to yourselves but was told there was no record of it, maybe a system error. Now she has had thousands of pounds of fraud committed through EE and her bank and credit card. And to top it all off despite your fraud team being aware, her phone has no service as a sim was sent to a fraudster and they took over her number. Today an unknown individual will have been receiving calls from yourselves and various other parties about the very fraud they’ve committed. And now she is without a phone and can’t even change account passwords where there is 2FA using her phone . A right royal balls up. If you can see my details, please end my contract immediately as I’ve lost trust in you, I’ll pay you off for the 12 months remaining - good riddance to you. If you can’t do that without speaking to me, please get in touch before my next billing date as my direct debit will be cancelled.

[James_B]

Hi @Profile closed,

I'm sorry to hear this hasn't been resolved yet. Has your wife been back in touch with Customer Care since the fraud case was closed?

If you would like to close your community account please tap your avatar at the top left of your screen and select My settings. From here select Personal followed by Close account.

James

[Tom1221]

Hi all. My friend sim was scammed twice last week. Last saturday his mobile lost signal so he contated EE to explain that, last Monday he went to the branch to pick up his new sim card. And last saturday after midnight his mobile lost signal again. Right after that he received an email saying that the password to his financial platform has been changed. He contacted the support of this platform and likely was able to login using his face scan and change the password. 

I am also an ee customer and just called the support to talk about that. So I was told that if someone calls to make any changes on your account, firstly he is asked to give the password and if he can't remember then he needs to answer two security questions which (like I was told by the support) only the mobile owner will know. 

So the first question was - the last four digits of your direct debit account. - is that a secret knowledge? Any person in my life who paid any money to my account can know these numbers. Whoever paid you for something, friends from your work, someone from gumtree who bought something from you. LITERALLY ANY PERSON.

The second question was - how did you get your contract. This is even more obvious. I bet that 70% of contracts are signed online now. You can just do a blind shot on it and you are more likely to get this one correct. And what worries me even more is that the frauded friend was asked exactly the same security questions yesterday, when spoke to the support after his phone lost signal agan. 

And here you are! You are verified and from now one you can order a new sim card and cut off the real owner. I can't believe that it is so simple to steal such an important thing like a mobile number. There is an option offered by the support to get the note on your account that you can only make changes on your account by calling directly from the number you want to make changes on. It might sound sensible, but firstly - this is not a standard so you need to call EE to set it up first for you and I don't think many people have that. The other thing is that is pointless anyway, because by using some websites you can generate any number you want to call from.  

I bet that I can just randomly pick up 10 people who I paid any money, call EE and just go through these "security" with success at least with one number. So imagine, if someone is focused on this type of scam, how many numbers he can get.  

THIS IS RIDICULOUS. 

By having access to your mobile number frauders can get to your gmail, to your bank, they can reset probably 80% of your passwords. They can literally hack your life, steal your money, pictures, messages. 

Mobile phone numbers must be more protected. If someone dont know the password his power should be restricted to signing new contracts etc. 

Ordering a new sim card should be only available if you KNOW THE LOGIN PASSWORD, not someone's bank account number!! 

[Chris_B]

@Tom1221  You can also request that customer services only take calls from your phone number or other numbers that are on your account.  

[mikeliuk]

Hi @Tom1221 ,

Online security is absolutely something that all individuals need to take seriously and if we believe that some vendor, service provider, or bank is not taking the matter seriously, I would highly recommend that a replacement is sought as soon as possible and all security dependency on the weak link is removed.

For example, if a mobile account and phone number is compromised, a new secure SIM and number should be obtained and the compromised number removed everywhere, starting from bank accounts and email accounts.

Your friend may wish to review the guidance provided by Which magazine (link below) as to the safest online banks to use, in case your friend's bank ranks at the bottom of the list.

I'm not aware that EE's security is any worse than the security of any other mobile network provider, but if you or your friend believes this to be the case, immediate action should be taken. Good luck!

https://www.which.co.uk/money/banking/banking-security-and-new-ways-to-pay/online-banking-security/h...

[Tom1221]

You can generate any mobile number to call from by using very simple applications or websites.

Without knowing the login password, you should be able to only report that your mobile was stolen so the operator can cut it off. To order new sim cards you should or know the login password or go to the branch. 

What's even more annoying, that the EE doest even call the "lost number" to see if this is really true. They just cutting you off.