Forum Discussion

Shellsatt's avatar
Shellsatt
Hanging out
29 days ago

Linked email address SIM Fraud

After a SIM swap fraud, I logged out of all devices after changing my email password but when I went to log in, it said to register. I registered again but there's an email linked to my account now which isn't me. 

This was reported to your fraud team that apparently take fraud seriously - 9 days ago. The email address is still linked to my account, I still can't access my email so your fraud team really do not take it seriously! How hard must it be to delete an email so I can get in my email? 

I am cancelling my services as you have not taken this seriously and expect me to pay to let someone access my account information, use my netflix, go in my email, it's absolutely disgusting. 

I've been your customer for over 16 years, very very disappointing. 

 

 

5 Replies

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    28 days ago

    Hello Shellsatt

     

    We're sorry to hear of the account issues and the impact this has had, we appreciate you taking the time to raise this via the forums.

     

    We understand the frustration and concern a compromised account can cause, we can see you have spoken to the team recently and the issue was raised to our support team. Typically these tickets take upto 5 working days but due to current high volumes they are taking longer.

    We appreciate your patience, once resolved the team will be in touch.

  • Shellsatt's avatar
    Shellsatt
    Hanging out
    28 days ago

    Is there any way I can get into my emails in the meantime? 

    This is day 10 of no access to my emails and I need to get in so I can start changing emails addresses. I am concerned that they may be registering for all sorts and requesting passwords to accounts. 

    I need to get in asap. 

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      28 days ago

      We are very sorry, as this is already with our fraud team we're limited to what we can do via this platform. If you haven't had an update from the fraud team by the end of the week, please pop back to us and we'll see if we can chase a response for you. 

      • Shellsatt's avatar
        Shellsatt
        Hanging out
        20 days ago

        9 days since your reply (nearly 3 weeks with your fraud team) and your fraud team have not been in contact. Someone has had access to all my details for nearly 3 weeks now and as you have not kept my data secure, it will be reported to Information Commissioner's Office as well as the ombudsman. 

  • Shellsatt's avatar
    Shellsatt
    Hanging out
    19 days ago

    Can someone do a chat please? I am getting nowhere with Sabrina B, and she refuses to acknowledge I want the complaints policy, 3x I have asked, each time she has ignored. I want to make a complaint about her now.