pac fraud/number stolen

This is my conversation with the first advisor .

Which turned out to be an absolute waste of time - I even mentioned the term fraudalent which should have set alarm bells ringing

Also the idmobile app now just errors out on me with 'oops something went wrong'

I'm not filled with confidence at all here.

Do you have any idea how they did this? I am noticing this still keeps happening and I was under the impression iD has tightened up their security - but this is worrying.

Supposedly chat have barred it , are sending me a sim through the post to reregister it .

 This was yesterday evening and actually happened while I was speaking to an advisor on chat  .Been continually checking my banking accounts etc today and nothing untowards .

Their chat systems uses a bot for the 1st contact. Too late now but if you start the chat with fraud it should’ve put straight to right team.

Until I check my idmobile app and now apparantly owe £80 odd.

This has happened today so I don't even actually know if the esim has been blocked , I only have chats word that it has.

Absolutely fuming at the moment.The first chat advisor I spoke to was useless , I managed to get in touch as sort as I got a pac number notification by text.

I’d be fuming too. However any monies/charges your incur after reporting should be refunded.

I got fobbed off , had they been on the ball  and proactive they could have stopped this from happening.

​​​​​​The second chat advisor I got was more helpful but by then it was too late as the esim was already being activated.

How in gods name does someone fraudently request a pac , order an esim , and get the number ported all within a 1 hour timeframe without any actual ID ??

I have no answer for how their chat team deal with these kinds of things, but I really do wonder sometimes.

As I’ve spotted of late, ordering an eSIM cancels the SIM with immediate effect. I find this concerning as I would have expected the SIM to ‘die’ only when the eSIM is registered - but the eSIM gets sent via email so iD should be able to track where this eSIM went. Maybe iD should implement 2FA on the app so we can accept the eSIM was ordered by us and that we are about to activate it.

Also this forum will not let me create a post using google chrome or any offshoot.

I've had to download edge browser just to post this which is a little bizarre .

Using Firefox myself, with a few add-ons and for the most part it seems to work ok. No idea why chrome (etc) would have an issue.

Anyway, I genuinely hope iD sort this pronto

Hi ​@matt.hewes 

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’. 

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview  

We’ll see you there. 

Tom

Numbers been changed now on my idmobile app , nothing is accessible on there .No bill or payment history , monthly contract amount has changed.I have to pull a day off work now tomorrow to physically go to my banks and speak to someone because their security systems are tied to my original number.

I cant even get through on the fraud line because of this.

Still waiting on a pm back from Tom but at the minute finding the whole situation laughable.

If I cant get my original number back  which I've had for over 25 years then I'll stop the direct debit and ID can take me to court for non payment if they like.

At the minute I have absolutely no faith in them at all .

Right at the moment I now have my old number up and active after receiving and activating a replacement sim.

Until about 10 minutes ago I had 2 active accounts in the idmobile app or web login with the same number. Both with different payments amounts and both with different direct debit amounts.

After the sim was fully activated one of these disappeared.

So now only my original is showing which is fine BUT.…

I can't see any plan details or usage etc just the 'oops we encountered an error message'

I can see my current billing though for the past and this months due.

The Original contract amount of £16.17 looks to be ok but I also have one for termination of contract.

Clearly I'm not going to allow this to come out of  account so at the moment I've cancelled the direct debit until this is sorted out properly.

The webchat is absolutely useless imo , its almost scripted even when you do get a real person .

The account showing on web logi /app is the one the advisor told me to remove as it is defunct. 

Luckily I left it 10 minutes or so because they were blatantly wrong.

I was going to say this clearly eSIM fraud. iD had a lot of this a few weeks back. I thought iD had implemented internal security improvements. I’m beginning to wonder if there's more to this…?

I have to pull a day off work now tomorrow to physically go to my banks and speak to someone because their security systems are tied to my original number.

Yep, that’s the bad part with all this. Again a guy on here reported a £6k loan (might be 8k) after his iD account was taken over. I know of another elsewhere having an £18k loan took out in his name and 2x iPhones too added to his (non iD) phone bill.

I cant even get through on the fraud line because of this.

Where, via iD? You need to report this to the police, for a crime ref number and Action Fraud would be a good idea too.

Still waiting on a pm back from Tom but at the minute finding the whole situation laughable.

That’s the downside to how they do things IMHO. They can only respond when they’re on shift. Plus all the other customers they’re dealing with. But I do feel for you.

If I cant get my original number back  which I've had for over 25 years then I'll stop the direct debit and ID can take me to court for non payment if they like.

I’m sure you’ll get this back. All I would say is with your bank knowing some tend to be really helpful monitoring your account.But changing multiple passwords etc is the ball achey part.

At the minute I have absolutely no faith in them at all .

I would say iD must be getting well versed by this know, you’re not the first one to have to go through this.

Right at the moment I now have my old number up and active after receiving and activating a replacement sim.

I would, where you can, create another email address and tweak any apps to use this new one - just in case the scammer can view your original email account. Then on those apps you can set up 2FA. I have this on my email (as an example) and if any other device logs in I get a prompt to see if its me. Action Fraud would probably offer guidance on this sort of stuff too.

Until about 10 minutes ago I had 2 active accounts in the idmobile app or web login with the same number. Both with different payments amounts and both with different direct debit amounts.

That sounds like how iD get the account back - create a new one and delete the old one. I would definitely go in after this is all done and change your customer PIN. I won’t say how yet until you get full control back.

After the sim was fully activated one of these disappeared.

So now only my original is showing which is fine BUT.…

I can't see any plan details or usage etc just the 'oops we encountered an error message'

The other account disappearing sounds like things are being sorted. Are you trying to look via the app? If so go to Apps, look for the iD App, click on it and delete the cache and try again. If it still doesn’t work delete the cache and data, uninstall and reinstall can get help with the oops message.

I can see my current billing though for the past and this months due.

The Original contract amount of £16.17 looks to be ok but I also have one for termination of contract.

I wouldn’t be too concerned as I would have thought this might be in part to iD trying to rebuild the account. Now if you lose your phone service then this might be an issue.

Clearly I'm not going to allow this to come out of  account so at the moment I've cancelled the direct debit until this is sorted out properly.

I get your logic, though the payment date is 18 December. I would hope to think iD will have all this sorted by then. You could query this on the private messages you’re exchanging with iD.

The webchat is absolutely useless imo , its almost scripted even when you do get a real person

As I mentioned on the reply above, typing fraud at the start of the chat would have put you through to a human (yes I know you wouldn’t have known this at the time) but moving forward start the chat with either talk to person or speak to person bypasses their automated chat bot.

Again, I hope this gets sorted and you manage to sort any other bank issues out too.

Yeah mate , everything seems a-ok at the minute apart from.

1. That termination charge

2. The fact I cant see usage or any details on the id mobile app or the web login. Just a 'oops' error

I'll be leaving the direct debit closed and they can send me a physical mail demand before I will even consider authorising it as I cant see the actual current amount owing on my account.

I honestly don't think my email has been compromised at all , I use Gmail and its tied to only 3 devices. If I ever have to login on another device I have to authorise it on my mobile phone.

Vice versa with banking.I only have 1 accessible bank account and they are incredibly secure when it comes to logging in.

No sign of anything untowards on anything else apart from the sim theft.

I still can't get my head around how they actually did it but I have an inkling that chat have given out my pac code from within a chat session itself which should NEVER happen.

This happened to me today and so I’ve lost £9k on my credit card and been trying to secure other accounts for hours, can’t speak to ID mobile as after hours and can’t find a fraud number to call, FFS unbelievable!

matt.hewes wrote:

1. That termination charge

2. The fact I cant see usage or any details on the id mobile app or the web login. Just a 'oops' error

 

I'll be leaving the direct debit closed and they can send me a physical mail demand before I will even consider authorising it as I cant see the actual current amount owing on my account.

I honestly don't think my email has been compromised at all , I use Gmail and its tied to only 3 devices. If I ever have to login on another device I have to authorise it on my mobile phone.

Vice versa with banking.I only have 1 accessible bank account and they are incredibly secure when it comes to logging in.

No sign of anything untowards on anything else apart from the sim theft.

I still can't get my head around how they actually did it but I have an inkling that chat have given out my pac code from within a chat session itself which should NEVER happen.

Yep, I can see where you’re coming from. Your problem getting into the account is likely due to technically having 2 accounts under the same credentials. iD need to completely delete one before the other works correctly.

My email address for the forum differs to the phone account, and if I start seeing any oddities with my number or account I’ll probably just bin iD and move on. I have been spending way too much time on here lately, and yes I know these places tend to be all negative, but some of them really do question my decision to join iD.

I do have some thoughts as to how too. And a certain retailer leaving a customers full details on view on a computer monitor probably doesn’t help - the GDPR police would’ve had a field day!

Jrcal73 wrote:

This happened to me today and so I’ve lost £9k on my credit card and been trying to secure other accounts for hours, can’t speak to ID mobile as after hours and can’t find a fraud number to call, FFS unbelievable!

Wow, just also read this out to SWMBO and she’s 99% done with iD. Her friend has been scammed too - the nectar points scam - a redirected DD - and a recurring payment.

For fraud related concerns the only way I know of is via their live chat - and start the chat with the word fraud. This should put you straight to the right team.

Hello ​@Jrcal73 

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’. 

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview  

We’ll see you there. 

Nat