Sim Swap Fraud

[Numbnut01]

Why won't EE admit fault?

I was working in Germany in October 2022 and someone contacted EE pretending to be me and got through part security. From all of the information I have and from the ICO's investigation, which backed up my claim, they did not follow their own security guidelines and did not confirm that the caller was actually me by ensuring the security code was sent to my phone. Due to this I have had credit taken out in my name which I have had to work hard at getting returned, they blocked my emails with rules so I didn't receive them, they had access to my eBay, PayPal and Amazon accounts too.

I only knew about this once I arrived at my hotel in Germany and got on the WIFI only to receive a PAC request confirmed and that I was moving to O2. 

Currently the case is now sitting with solicitors and I ask anyone who has had this issue contact me and I will forward information on to you regarding the case and maybe help you out too.

I found it disgusting that after all I went through and the grief I have had sorting this out I was offered a £50 goodwill gesture. Not good enough. I will be leaving EE very soon, Poor service, over priced rubbish reception and the worst customer service I have ever received.

[Justchrisr1]

https://hnksolicitors.com/


Sent from Outlook for Android<>

[RickVigorous]

"but this could have happened with any company - if for some reason you cannot receive the OTP (network outage, broken sim) then they will try and confirm your identity another way. "

Not with giffgaff, they don't even have a call centre! I joined the EE forums to find a more secure provider, but all the "safety measures" (from all companies!) are just pointless. I hope that OP gets restitution.

[Justchrisr1]

We asked for £4k compensation that EE have not upped  there offer to £1500

We have dropped ours now to £3k happy to take it to court if not as we have a really good case 

[MrFelson]

Hi @Numbnut01 @Justchrisr1  - what were the outcomes from your cases in the end?

It is shocking that the Telco's aren't held to account and they just think it is your problem. These need to be reported as personal data breaches and the fines followed up. (well done you two for going that route)

The potential damage to the victim is huge, with so much stored in our iCloud / GDrive etc now 😞

[Justchrisr1]

EE have offered £3k that's been rejected at the moment waiting for a new offer now

[KCRCIC2024]

Hi, I have unfortunately found myself in the same position. EE verbally gave out  my pac code to a scammer claiming to be without a one time pin,  when the account was under fraud watch from previous attempts in the days before. They then ported it over to Vodafone and took 6 days to get it back to me! 

I have currently escalated this with the ombudsman but was wanting to take it further as the scammers have gained access to my emails through one time pins to my phone and now have ALL my personal details (even accessed my HMRC).

can I ask what evidence the solicitor needed. I’ve requested the notes on my account and have saved messages from EE?

Any  info would be much appreciated. This has honestly been horrendous.