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.

[bristolian]

Hi @Profile closed 

There is no account access on this (public) web forum, so you'll need to contact EE C/S to discuss this. You can use 0800 0798586 which is a free call from any UK phone.

As an aside, if your wife's account address is correct, then I don't see how this could happen - and the text message notification is the fraud-prevention check working as intended.

My understanding is that replacement SIMs can only be sent either to the account-holders address, or photo-ID is required to collect them from an EE retail store.

Is it possible that if C/S had no record of a replacement SIM, that the text message wasn't actually from EE but was a spam? Are you able to post the exact wording of the message on here?

[Profile closed]

Text message was from 150, no links in the message, just text. The fraudsters changed our home address but not billing address. They ordered 2 new phone contracts, Nintendo switch as well as emptying £1200 from her bank account and £600 from credit card.  The worst part is that after speaking to EE’s fraud team this morning, they never mentioned the sim, then she lost her mobile signal. We took the sim out to confirm the number, whoever she spoke to went very quiet when they realised her number was now active on a different sim. 

[Profile closed]

I’ve checked my account online lots of times today, I now see over £70 of extra charges which I did not make. Looks like my account may be compromised now. I have a year to go, but I’m ending my contract as soon as someone answers the phone...

ok, now the extra charges have disappeared and showing as zero after logging off and back on again. I have zero faith in the reliability of EEs systems. £250 to end my contract seems a reasonable price to pay to avoid the potential for thousands of pounds of fraud, no ability to pay via card for days and compromise of phone number.

End of thread - no need to reply

[Profile closed]

I have an offer on my account for unlimited data for an extra £5 a month. Don’t let EE try and charge you any more than that.   I hardly use my phone, usually less than 1gb of data a month on an original plan with 4gb (although part of an offer it was upped to 24gb). At the same time as offering the £5 upgrade they offer add ons for ridiculously high sums of money.

[Profile closed]

Does it matter when they called?

congratulations on leaving EE, changing to a new number with a new provider is something every EE customer should do.

all the best

[Katie_B]

Hello @Profile closed. 

Thanks for coming to the community and making us aware of this. 

I have sent you a private message to gather some more details. 

Katie 🙂

[Profile closed]

No idea where the private message is, but please don’t waste your time with me, unless you’re going to waive the fee for me to exit my contract early. 

new sim arrives on Friday from three, then Just the PAC code and we’re done for good.

edit - found the private message in my email, I’ve replied.

[Leanne_T]

Hi @Profile closed

Thanks for coming back to us.

Sorry we can't see your email reply, could you reply to the private message on the community here, we will help you get this looked into.

Thanks.

Leanne.

[Profile closed]

Despite talking to a few helpful people, ultimately I have zero confidence in EE and today my account was closed/number transferred.

You can’t make this stuff up - the EE fraud team closed the case, claiming it wasn’t fraud. 2 fraudulent numbers were left open and my wife received a bill for £160 of fraudulent activity. 

EE fraud team rang the mobile number when it was in the hands of the fraudster, so never spoke to the real account holder before closing the case - idiots! 

Please close my account in this community, I have nothing more to say.