Lost email account and scam

[Jwl123]

A few days ago both the email accounts linked to my VM account stopped working.  At the same time friends started receiving scam emails allegedly from my wife’s account.  As far as we know only one sent money.  I got my own primary account back via the help desk and a password reset but my wife’s email doesn’t now show on my account.  VM staff told us the loss of both email was part of a planned closure and we’d been notified.  Nothing could be done to restore. We use both accounts every day and have received no notification.  Once I got to a supervisor the story changed and they are currently trying to restore the missing account.  Meanwhile 5 days in a scammer could be doing anything with the account.  It seems to still be active as I get no undeliverable message.  The lack of urgency not to mention security is breathtaking.  Any suggestions?

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[Steven_L]

Hello Jwl123,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your wife's email account. This sounds like the agent and managers that you have spoken have raised this with our support team to be investigated, if they have advised it can take up to 5 days to be resolved. Have you been given any reference from the team for this? If not, we can get this looked into further from here.

Kind Regards,

Steven_L

[Jwl123]

Thanks for your reply.  I’ve just had a call from someone in the FMS team only to find out that he thought he was dealing with my email address (which is working) rather than my wife’s.  Clearly there has been some miscommunication in the call centre. He said it might take 2 more days to sort out. Meanwhile my wife is worried sick about this.  The lack of care and urgency are unbelievable. I will hold VM liable for any losses that result.  Can anything be done to expedite this?

[Ayisha_B]

Thanks for the update.

How did the FMS team leave things with you?

Did they say they'd be back in touch after the 2 days specified? 

[Jwl123]

Yes they did on Saturday  But it’s Monday night now and nobody’s been in touch.  Now 9 days since we lost this email address and the scammer could be doing anything with it.  The lack of urgency is astounding.  Can’t anyone get this sorted out?  Writing to the CEO and Ofcom tomorrow.

[Sabrina_B]

There can be complexities with the email address in question that can take longer than desired to resolve, the first thing that they will do it ensure that the email address cannot be used any further by locking the account. This will be why our FMS team would have reached out to you. So that we can check further into this, please can you join me in a private message, look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina