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

[aarndt31]

I had the same today. 
I managed to call EE right away to check on it and cancelled the “order” right away. 
Concerning how the order got processed in the first place. 
I still haven’t received an answer as to how it could happen…

[Katie_B]

Hello @aarndt31. 

Thanks for coming here. 

I'm sorry to hear this has happened, however, I am pleased that this has been cancelled. 

Did our customer care team provide you with any more information?

Katie

[NW69]

Hi Harleybond16 - this happened to me in Oct 2023 - I can't believe that EE still haven't tightened up their security in this time.  Sadly you're not the only person it happened to - search for 'fraud' or 'sim swap fraud' on the Community pages and you'll see several instances of it happening.

For all EE's yap about being a forward-looking company operating with the latest technologies, they seem also negligent in their approach to adopt new and/or tighten their existing security processes.

Sounds like you've started already - but change all your passwords everywhere.  They went for my Amazon account very quickly but failed to be able to order the two items that they wanted (they got greedy 😄 ) ... also check your deleted emails on your account when you get it back.  You'll quite likely find some useful mails there (where they've succeeded in changing passwords, etc.)

Good luck.  Document every single thing (phone calls, texts, emails, dates/times, EE guide names, etc) and then go raise a massive complaint with EE's Executive Unit.

EE, this has to stop.  Pull your socks up and do better.