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fraudulent number porting! account hacked.


Rant alert!

Summary: ID mobile security is not existent. My phone number was stolen!

 

Yesterday at 09:24 I got a txt message to say a SIM activation was in process. I was unable to log into the account to deny it was me, I thought I would try again later as I was busy with work.

Later that day I realised my phone signal was gone and only working from WiFi, checking my emails I can see that someone has reset my Amazon, PayPal and email account with my phone number so I was logged out! They were also able to work out my bank details from the accounts to try and access online banking. 

I managed to briefly get access to my accounts by using a recovery email, they then again kicked me out with the mobile phone number for password recovery method.

I set up a live chat with ID mobile around 5pm and they advised me the phone number had been stopped, and to get another SIM, I opted to go to Currys and pick one up before the shut at 8pm. But they were still able to get access to my accounts. The phone number I kept trying over night and it was still ringing so I called the automated phone and reported by phone stolen. I've been up until 4am this morning trying to get access to my accounts and get control.

After 2 hours sleep, at 6am I rang my number and it was still connecting so I made another live chat to try and stop the number, this time they were successful and shortly after the number was going to voicemail. (Not 100% proof that the number was blocked I admit), at the same time they activated my SIM from Currys as I don't have access to my account (same as a lot of people right now). 

After an hour still nothing. So another live chat and. After a while we were able to get my number back (thank F##k) but still unable to get onto my account.

I'm currently sat in fear my number will be taken again. As I still don't have access to my account or a personal email as i reached the recover email limits. And I've lost 2 days work as a result of dealing with this.

I am beyond angry with ID mobile, as I don't believe I've been an victim of phishing (but I could be wrong). How can someone just take my number?!!!! There was no verification by me either with my phone number or email to port it.

14 replies

Tom
iD Mobile Employee
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  • iD Mobile Employee
  • 7579 replies
  • June 5, 2024

Hi @Rab444 

 

I’m sorry to hear this, while we do take every security measure we can to ensure this doesn’t happen, we cannot unfortunately stop everything.

 

We’d recommend ensuring passwords and passcodes are up to date, unique and not shared elsewhere.

 

Should anything like this ever happen, please get in touch.

 

Tom


Emma Morris
New
 Contributor
  • New
 Contributor
  • 4 replies
  • September 13, 2024

Same thing  has happened to me nightmare how are they able to just take your number I too had sim activation. PayPal hacked.


Emma Morris
New
 Contributor
  • New
 Contributor
  • 4 replies
  • September 13, 2024

I don’t have a working phone 


Kash
iD Mobile Employee
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  • iD Mobile Employee
  • 7617 replies
  • September 16, 2024

Hi @Emma Morris,

Sorry to hear about this.

Have you contact somebody already regarding this?

If you still require assistance, please let us know.

 

Kash


  • New
 Contributor
  • 1 reply
  • September 19, 2024

Have have been with ID for only 4 months and tonight for the second time in 2 months my account has been hacked due to poor account security. Hackers added an email contact address to m account . Have requested an eSIM again same as last month. Have taken my number AGAIN, all security info was changed after the first time. How are ID allowing this to happen, starting to think there are problems at their call centre or somewhere else in their organisation, consulting legal advice tomorrow just want out of the contract and away from ID


Ann Corke
New
 Contributor
  • New
 Contributor
  • 3 replies
  • September 20, 2024

I too had my ID mobile hacked - thief then got into my account taking my number . I want out of ID mobile. I can’t see a number to ring to complain and cancel my contract


Emma Morris
New
 Contributor
  • New
 Contributor
  • 4 replies
  • September 23, 2024

Number is 08000491300


Tyler
iD Mobile Employee
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  • iD Mobile Employee
  • 2009 replies
  • September 25, 2024

Hey there @Kenneth Lawler, we’re very sorry to hear this.

 

Please contact our live-chat to have the new SIM card blocked and a new SIM card sent out and to have this reported as fraud.

 

https://www.idmobile.co.uk/live-chat

 

Hey @Emma Morris, we’re sorry to hear you’ve also been a victim of fraud. Please follow the above and contact our live-chat, or I see you’ve mentioned you couldn’t find a complaints team phone number, so you can also reach them on 0800 049 2402.

 

Thank you,

Tyler


  • New
 Contributor
  • 2 replies
  • October 12, 2024

This happened to me in August 2024. The company’s response was not us Guv. I am taking them to task as the are denying it is them and told me your the only one?  where have I heard that before!

In this day and age, large companies can no longer escape there responsibilities and there are places you can go to. Ombudsman, ICO, and No Win No Fee Lawyers willing type of cases on. (iD Mobile you have been warned).


Tom
iD Mobile Employee
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  • iD Mobile Employee
  • 7579 replies
  • October 14, 2024

Hi @Roy Boye 

 

Appreciate the warning.

 

Have you already been in touch with us about this? If so, please keep contact with that team.

 

Tom


  • New
 Contributor
  • 3 replies
  • October 25, 2024

Fraud SIM swapping

I reported to id mobile that someone has requested a SIM port on my number fraudulently, I have spent hours on live chat and still not had any reply from ID mobile even though they said it was be within 48 hours. It disgusting.

I have no phone number, had to get another phone to use. Last time I could access my account it said they had ran up a massive bill. The scammer had managed to change the address on my credit card and has a new one sent to it, I managed to stop all my cards, changed phone numbers and passwords on everything I can think of. Also in touch with Experian in case they use my credit file.

I still don’t know if the scammer is able to access my phone number, I certainly can’t!

iD mobile you are shocking and should be avoided by everyone for the way you treat your loyal customers. Please contact me to sort this out.


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  • iD Mobile Employee
  • 657 replies
  • October 28, 2024

Hello @Buster15 

 

Thank you for reaching out to us here on the community. 

 

We are very sorry to hear this has happened and understand it must be concerning. 

 

Can you please confirm if the team were able to block the SIM when you made contact?

Have they advised that this has been raised to our Fraud team for further investigation?

 

Please do let us know and we will do all we can to help.

 

Thanks, 

 

Nat 


  • New
 Contributor
  • 2 replies
  • October 28, 2024

iD Mobile sent me a Deadlock letter and advise to go to the Ombudsman service or ICO.

which I’m in the process of doing. And will be taking it further as I gain more evidence.


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  • iD Mobile Employee
  • 657 replies
  • October 28, 2024

Thank you for updating the thread @Roy Boye.

We are very sorry to hear a resolution was not reached. 

 

Please let us know if you have any questions.

 

Thanks

 

Nat