Security passed by someone else- SIM taken out in my name

[Catenaccio]

Hi,

I received the following message:

I got in touch via chat and it turns out a sim was ordered in my name to a completely different address. This has been cancelled by EE but of course this is extremely distressing. 

My EE password has been changed (it already had and was very strong) is it the same password if calling EE on the phone, as I assume the person in question did?

I supposedly had a note on my EE account after reporting a failed attempt at my account a few months ago- I have been offered just 10% off two bills for my trouble.

Any further advice regarding security/next steps? I no longer feel secure on EE after 14 years...

[Chris_B]

@Catenaccio  Why is your password for your account the same as the password you need to give customers support when calling them. 

Someone calling customer support pretending to be you might just say they can not remember the password so security questions can be asked.   Like  where did you get the current device from ?   How much was your last bill ?  It can be anything that’s related to your account.    

This person needs this sort of information and this starts with someone collecting information about you.    A call to customer support isn’t the first part of trying to get a contract in you’re name.    I wouldn’t be surprised if your rubbish hasn’t been looked through.   Your online social accounts haven’t been looked through.  They need to know your full name for a start.   Do you shred all post that has your name/address on it ?  How have you setup your social media accounts?  what are you sharing online ? 

EE don’t have to offer a 10% discount because some #### has tried to get a contract in your name.  

[Catenaccio]

I am always careful when disposing of post etc, and in terms of social media have private accounts etc. 

Speaking to customer service, the proper procedures weren't followed in the changing of comms email on the account and in placing an order to another address, which luckily has been cancelled. 

Any other advice welcome: will report to Action Fraud, of course.

[Chris_B]

@Catenaccio  You could report this to the police and inform them that EE was given an address to post this too.  This is attempted fraud and an address is known.