My EE Account Hacked

[Gymshoes]

On Thursday 11th August my EE Account was Hacked and someone bypassed EE security and Obtained a Pac code, They then used this to transfer my no to Lycamobile, EE sent me a Sorry your leaving Text which I new was wrong so I immediately contacted them but they said it was too late to stop it happening and I would need to wait until Monday. Over the weekend the hackers have accessed all my online banking app and credit card apps as they appear to have clones my phone. They have changed pass  codes to prevent my access and are trying to take money out of all my accounts---BEWARE 

[Katie_B]

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 

[Gymshoes]

Hi SYD07, 

To keep anybody up to speed with what finally happened and to air my disgust at the way I was treated by EE.

I contacted EE to request the recording of the phone call  when my pac no was illegally obtained (as this is something that we are all entitled to) it took 1 month to receive a reply and they said that as the recording clearly was not me IE it was an imposter  (who did not have a very English accent so obviously wasn't me ) then they were unable to release the recording !! I suspect that they were just covering their tracks as the EE employee had made a big error. Can't wait for my 4 contracts to expire then I'm off !! 

Don't use EE 

[Profile closed]

Hi pal - same thing has happened to me on 13th November. Got a message to say here’s your requested pac code. Never requested it, phoned ee and they said there’s a fraud on your account and my number won’t transfer- next day all of a sudden lost my coverage- half an hour later looked into my back account money all gone. 
ee is being hacked and the fraudsters are getting our bank details and address. EE like you say change email address and password - but the problem is with EE who are being hacked or my instinct is someone within the business is leaking data. 
if this happens to anyone - straight away take your number off your main email address and ring your bank and tell them what’s happened and remove your number from online banking until you get your number back

[Leanne_T]

Hi there.

I am very sorry to hear this has happened and a PAC was requested and money has been taken. 

EE take security very seriously when it comes to handling your data. You can find more information on our Privacy Policy page. 

You have done the right thing reporting this to us and your bank.

Is this being investigated with our mobile care team to get the number back? Please change all passwords that use the same email/password log in. 

Leanne.

[Smcturk]

Hi all,

The exact same thing has happened to me on 30th  November. PAC code requested on Wednesday and gained access to my bank account on Thursday. EE have been a nightmare to deal with so far, so seeing these posts doesn’t fill me with confidence. 

Would be interested in hearing if anyone has any further update? Clearly a massive issue with security for all EE customers! 

[Katie_B]

Good morning @Smcturk. 

Thanks for coming here. 

I am sorry to hear of this.

Please could you confirm if case has been raised to our fraud team?

Speak soon, 

Katie

[Gymshoes]

Thank you for showing an interest, not many people at EE have shown any. The thing that has annoyed me the most is that I have not been allowed to have the recording of the conversation between my imposter and EE of which I have been told there is a recording but as it is not me but someone purporting to be me then I cannot have it, more likely is that it incriminates EE as I believe the correct checks were not taken. Really in two minds whether I should involve a solicitor to take the matter further.  I have a full timeline of the events which show I responded within minutes to a text message asking me to contact EE if the request for the Pac code was not me.  EE systems and checks very poor.

[Katie_B]

Thanks for getting back to me @Gymshoes.

I understand your reason for wanting to obtain the call recording, however, if our fraud team are unable to offer this our customer care team can't go any further. 

Has our fraud team completed their full investigation?

Katie

[Gymshoes]

Thank you for your contact, I believe your fraud department (based in USA?) were not the slightest bit interested, I assume it is because it was EE's fault. The amount of distress caused by your operatives incompetence has been very hard for me to get over.Your follow up system is useless and protective of EE.James Huse

[Smcturk]

I have requested the transcript from my call too, but I expect I will have the same result. I have been told from someone at EE that the second security check would be a one time passcode sent to the registered mobile number, and this obviously never happened. It is a total data breach from EE. I’m finding that they are extremely difficult to deal with, and don’t follow up on any calls. I have been advised to report the incident to the ICO.