Weak security on transferring a mobile number
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02-10-2021 01:51 PM
My wife had her mobile number stolen. Someone called EE and with data they had discovered, they managed to pass the security. They then moved my wife’s number to a pay as you go number and changed the address. We spoke to EE and this is their process.
I suggest that EE change the process to require a call to the phone number being transferred.
From control of the phone number, they then accessed a credit card which required two factor authentication to steal some money.
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02-10-2021 02:30 PM
Hi @BigGuy1
It might be worth having better security on your wife phone as I assume it wasn't unlocked?
Thanks
To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
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02-10-2021 02:46 PM
Hi @BigGuy1
I am very sorry to hear this has happened on your wife's account.
After speaking to our Mobile Care team and had the transfer cancelled and the address changed to the correct one?
Please see our Safety and security with EE, Help page for advice on staying safe.
Speak soon.
Leanne.
