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Account hacked

Fazzell
Explorer

‎16-04-2023 08:34 PM

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.. 

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14 REPLIES 14
Ants41
Investigator
Investigator
In response to Christopher_G

‎22-10-2023 05:52 PM - edited ‎22-10-2023 05:53 PM

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. 

 

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Katie_B
EE Community Support Team
In response to Ants41

‎23-10-2023 07:45 AM

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

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Ants41
Investigator
Investigator
In response to Katie_B

‎23-10-2023 10:04 AM

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. 

 

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Katie_B
EE Community Support Team
In response to Ants41

‎23-10-2023 10:07 AM

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

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Fuz113
Visitor

‎20-02-2024 04:12 PM

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.

 

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