EE ESim Fraud - Porting

[Harleybond16]

I received a text on friday (25th july) at around 4pm that read:

Hi from EE - PLEASE BE ALERT TO FRAUD. As requested, we've ordered a replacement eSIM for you which will stop your current SIM from working. If you weren't expecting this, call us straight away on 150. Thanks.

It seems EE have allowed a fraudster access to my account who have then been able to order a replacement eSim. The fraudsters took over my phone number and email address. I spent 3 hours Friday night on the phone to EE who were some of the most unpleasant, unhelpful customer services people I have ever talked to in my life who at the end of all the calls instructed me to go into a local store with my ID to get a new sim.

I did so, however the lady in store said I need to ring up EE as there is porting going through to Lyrca mobile tomorrow (28th). I rang 150 and requested this be stopped (26th July) They said the request has been raised and will be dealt with in 24 hours.

I have just rang back and the porting has still not been cancelled- The number is due to port out tomorrow and once done it will be gone forever. I need help and the people on live chat and phones dont seem to be able to just stop this fraudulent request.

[Rach_H · Accepted solution]

Hi @Harleybond16,

Welcome to the Community!

I'm so sorry to hear about what is happening here, and I can understand how concerning this must be for you.

This isn't the service we aim to deliver, and I'm disappointed to hear this hasn't been resolved when you've spoken with our team. 

We do not have account access here on the Community, so it would be best to get back in touch with our team over the phone. If you have a complaint open then you are able to request that this is escalated to a Team Leader, and then our Executive Complaints team, until this is resolved.

Rach