Fraudulent Access

Hi,

Bit of a long one, but in short my wife's email was compromised, where the fraudster has now managed ot get into her O2 phone account and has ported her mobile number away (despite O2 saying they cancelled the PAC request), so now have full access to everything and have been causeing havoc.

Virgin have been very unhelpful (understatement) at getting the account fixed, was on phone for 2.5 hours yesterday and was told this could take 5 days to fix!

So here's the long bit...

Her email account is a blueyonder one. It was set up as a secondary email to the main acocunt holder a long time ago. In the past if there was a forgotten email you could log into the main acount holder account and reset it that way, which is no longer the case as their systems have changed so much over the years.

When she tries to log in to change the password, it comes up with a message saying the account is locked due to security concerns. She still has access to emails on her phone, along with the fraudster, until such times we can change the password to lock them out.

Virgin on the phone last night seemed helpless to be able to grant access back into the acount online to be able to go in and reset the password, and they were unable to reset it at their end supposedly. They kept trying to get me to sign up to products via their gadget team which can scan for malware which I dont see how that would help in the immediate short term whilst it is a password/account issue at Virgin side, not a phone issue.

They said they have unlocked the account, which I still cant access, and I am now waiting 3-5 days for a call back. Meanwhile someone still has access to the emails and along with now having her phone number is able to access banking apps etc.

I am speechless that Virgin cannot help or put a stop to this when a fraudster is actively carrying out financial fraud, taking out credit in her name etc. Does anyone have any ideas on how to get back into the account to be able to reset the password to lock the other person out?

Thanks