I have raised a very serious complaint regarding my partner’s EE account and sent to phishing@ee.co.uk and abuse@ee.co.U.K. I am tweeting EE and being ignored, chasing that my complaint is being dealt with urgently. Due to a gross violation of GDPR, my partners mobile number was stolen and the scammer received one time password texts that allowed them to steal his email, bank, PayPal accounts and more. They have stolen thousands of pounds from him because of this.
Two days ago, my partner received a text from EE to say this was his one time password, and then another to say this is your new PAC code. He called Ee immediately to report as fraudulent, as he had not contacted EE to amend his provider.
It has transpired after he called Ee to report the fraud that a scammer had been calling for days, trying to access this account. The scammer had failed security checks from vigilant advisors. Unfortunately, the scammer got through to an advisor who disregarded any security checks and allowed the scammer to request a network provider change. Someone at Ee offered a mere £30 credit for this disgusting disregard of any proper checks, and said they’d issue a new number and new contract which would also waiver the £600 leaving fee he was told would incur.
Yesterday, my partner had a text from Lebara welcoming him as a customer. I won’t pretend to understand the logistics of how this scam works, but the end result was that the scammer could receive any texts received. What ensued from this was the scammer used the mobile number to get one time password codes for his banking information, PayPal, emails and more. The scammer changed all of his passwords so he could not access them, and used his finance accounts to make purchases. They made total transactions of thousands of pounds.
Due to the seriousness of this, the police have been contacted and we have reported identity theft. He will need to start again with all his information once his number is reinstated/replaced with a new one and he can access his accounts.
This has had a serious impact on my partners wellbeing. None of my chasers on Twitter are being answered, I assume to cover up your gross negligence of data protection laws. This could have all been avoided had the advisor performed the correct account checks.
He deserves compensation. We will be reporting this to the media.
What we need from you is:
- a response as soon as possible as to what action you are going to take on the back of this
-to advise what you are going to do in the future to prevent this happening to anyone else
-an apology and compensation to my boyfriends account for the damages caused
-an outline of the training conducted with advisors and what your security procedure is
- why you think £30 credit is an acceptable compensation for a breach of data protection
- why no one from EE contacted him to tell him someone was trying to access his details for days
