Security

[joanner33]

Hi

i I was recently a victim of fraud where there was a data breach with EE. EE are now advising me the fraudster passed security by providing just my name address and bank account number. Details that many folk have. I just wonder how customers of EE feel knowing EE will give your PAC code to someone with just that level of security check. No pin to phone or email check required.  Giving someone access to all your online accounts and money and taking no accountability. Yet when I try to get my PAC code with the details used in the fraud EE won’t give it to me.  Thanks @EE

[Katie_B]

Hello @joanner33. 

Thanks for coming here. 

I am sorry to hear you have experienced this. 

Whilst we do have a range of options for initial account security, we won't issue a PAC without the confirmation of a one time PIN to the relevant number. 

When you last spoke with someone was this a member of our customer care team?

Speak soon, 

Katie

[joanner33]

Yes I tried to resolve this with EE. I have the phone transcript where EE advise the person was not asked to do pin verification via text or email. That she only provided my name address and bank account number. EE closed my complaint stating she passed security. If that is the level of security EE deem sufficient their customers should know. However when I try to get my PAC code I can’t without the verification pin and also you state I wouldn’t. I would agree that is what should happen. Maybe someone can explain to my why my PAC code was given without this security check?

[Chris_B]

@joanner33  I do hope your as hard on yourself as you seem to be on EE,   Your bank account number!   I’ll be very concerned about that 

[joanner33]

Well I hope the same doesn’t happen to you. I’m sure you have transferred money to people?  Meaning they get your bank account number and sort code. I wonder how you would feel if your phone provider gave someone your pac code meaning they can then access your bank account. PayPal. Amazon and so on. Let’s hope it never happens to you eh. And no I am not hard on myself 

[Northerner]

Hi @joanner33 

• Set up a fresh email account unlinked to any of the other accounts.
• Change any emails for financial/shopping services and set up two stage authentication with an authentication app.
• You can use the transcript to support any claims made/items purchased if these cannot be cancelled.
• Contact Citizens advice for further help https://www.citizensadvice.org.uk/

Make sure any personal information is kept secure and letters/post shredded. Don't give out anything don't want to be known. 

Good luck.

Thanks 

[joanner33]

Thank you. Yeah I have changed my bank account , phone numbe and email. . A whole change of identity I had to make due to the data breach. Also set up the two step authentication.  Be good if EE advised you steps to take instead of leaving you to figure it out.  Thank you for all your advice. I really just want EE to take accountability for the breach. Thanks again 

[Lesley_W]

Thanks for the extra information @joanner33 

I'm sorry that this has happened, I know how unsettling this can be and I'm pleased that you have been able to take steps to make sure everything is secure again.

If you are unhappy with the outcome of the investigation or that your complaint has been closed, I'd recommend getting in touch so that the complaint can be reopened and your concerns can be addressed. You can see the ways to do so here Make a Complaint.

Lesley

[joanner33]

Thank you tried that they will not re open this or answer any questions around it. Seems I also can’t get my pac code without going into a store with id.  I understand EE might want to be more cautious given their serious security breach. Making me jump through hoops to leave doesn’t feel like the best solution 

[Michael_D]

I can appreciate where you are coming from @joanner33.

If there has been any fraudulent activity on the account like this, we would need the ID to be shown in store so we can unlock the account and reset some of the security information on the account.

This isn't just due to you wanting to leave, it would be the same for any customer.

When you say that the complaint will not be re-opened, have they given you a deadlock letter?

Michael