VM completely ignoring my reports of fraudulent access to account

[wingman-67]

1 year ago i informed Vm that the account holder details on my fathers account  had been removed and replaced with somebody else's name

 VM  allowed this person who called them to change the account holder to change passwords and login details of the my fathers  emails which then allowed them to review all the emails relating to financial institutes and accounts in my fathers name which then allowed them to visit login portals and hit forgot password which then allowed access to other  accounts which over a very short period it became apparent that i as power of attorney was locked out off many  accounts in dads name, as they had  changed all the login details, passwords, memorable  words, phases, security question etc,etc virgin would not entertain my calls

 I have  pleaded, i have call their  support many times (the last being 4 calls to support last week) and cried fraud, unauthorised access, unauthorised changes to account, i cried GDPR, hacking of mails,, i exhausted every red flag keyword I know in an attempt kick start a investigation or as a minimum to call me back,  alas despite over 8 calls to them and onlinecomplaint  form submittal VM have ignored my reports,. on the first call to VM in JULY last year they stated someone had called them stating the account holder was suffering from dementia and the caller  needed to take them off the account,,this was a total lie  but VM made  the changes. i have been promised call back after call backs from the fraud team but i am still waiting....this is how serious VM take fraudulent actors 

[wingman-67]

1 year ago i informed Vm that the account holder details on my fathers had been removed and replaced wit somebody else's name

 VM also allowed this person to change  passwords and login details of the account holders email which then allowed them to review all the emailsrelating to financial institutes and accounts in my fathers name which then allowed them to visit login portals and hit forgot password which then allowed access to other  accounts which over a very short period it became apparent that i as power of attorney was locked out off many  accounts in dads name, as they had  changed all the login details, passwords, memorable  words, phases, security question etc,etc virgin would not entertain my calls

 I pleaded,  i have call their  support many times (the last being 4 call to support last week) and cried fraud, unauthorised access, unauthorised changes to account, i cried GDPR, hacking of mails,, i exhausted every red flag keyword I know in an attempt kick start a investigation or as a minimum call me back,  alas despite over 8 calls to them and online form submittal VM have ignored my reports,. on the first call to VM in JULY last year the stated someone had called them stating the account holder was suffering from dementia and they needed to take them off the account,,,this was a total lie and but VM made  the changes. i have been promised call back after call backs from the fraud team but i am still waiting....this is how serious VM take fraudulent actors 

[goslow]

Report to Action Fraud if you have not done so already. Unlikely to result in any useful action in itself (despite the name) but I believe you should get a crime ref no. which might help when you have to clear up the subsequent mess from the fraud activity.

https://www.actionfraud.police.uk/

Sounds like you may already have made a VM complaint. Have you contacted the VM data protection officer (DPO)?

To raise a subject access request visit - https://www.virginmedia.com/help/dsar-faq

If you have already complained to VM, with no useful outcome, you should be able to take the matter to the ICO (a slow process to get ICO involved but may help in getting VM to respond).

https://ico.org.uk/global/contact-us/contact-us-public/public-advice/

Mod Edit 

[Ashleigh_C]

Hi there @wingman-67 

Thank you so much for your post and welcome to the community forums, it's great to have you here.

I am so sorry to hear that you have faced this issue with your Dad's account I would be happy to take a closer look into this with you via a private message. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

[Carley_S]

Hi @wingman-67 

Welcome to the community forums. 

So sorry to hear of this ongoing issue regarding your father's account. 

I can see that one of my colleagues is supporting you via private message to investigate this further, Please do reach out and respond to their questions through the private message and they'll continue to support from there.