My ID mobile account was hacked on the 23rd October due to ID allowing someone to purchase an ESIM on my account. My online banking, Amazon and Paypal accounts were compromised straight away - within twenty minutes I had been locked out of my phone and the hackers had attempted to purchase almost £3,500 worth of goods.
Fast forward two days and, thanks to my bank, all but £15 worth of the fraudulent transactions had been cancelled.
ID mobile were initially very helpful, by cancelling my the ESIM, my SIM and placing a permanent block on any further ESIM on my account. I had to get hold of and activate a new SIM - my bank have put a permanent hold on their internet banking app on my current phone. I had to lose two very old email accounts, backing up as much email history as was possible, create new email accounts, change over forty passwords and login details, and install a random key generator for every account I own - my day to day mobile phone experience isn’t quite what it used to be, all thanks to ID mobile allowing the purchase of an ESIM.
I requested that my ID account be terminated straight away at no cost to me, as a form of an apology and compensation, which was denied, but I was offered £25 in compensation - this has never materialised, either as a credit on my account, or as payment into my bank account.
My bank advised me not to reinstall any shopping apps on my phone, and not having internet banking has caused quite a few problems over the past six months - so as you can imagine, I will be leaving ID when my contract expires in August.
Please could you pay the £25 offered as compensation into my account.
Regards, S Faulkner
