Phone Fraud

@Donavon -

Please contact as soon as possible: https://www.idmobile.co.uk/live-chat

Type ‘Fraud” and let the agent know you've been disconnected. We’ll handle the rest and get you reconnected back to iD as soon as possible. Thanks.

I have already done that. What I am worried about is how the fraudsters were able to do this in the first place. I have been told that they had my details and hence my email must have been hacked. But I can find no evidence of this. Moreover they need my Pin as well as my name and number and my pin is not shared anywhere online or in my email. Its only in my head. So it looks like the request for a PAC was done without a pin and that worries me as it appears ID mobiles procedures for PAC requests are not robust enough and hence this could happen again.

Hey there @Donavon, we completely appreciate your frustrations and worries.

We’re aware of eSIM fraud at the moment and how it affects our customers, and we’re looking at implementing further security measures in the near future to hopefully prevent this from happening.

We can only apologise for the inconveniences this has caused.

Thanks,

Tyler

What I want to know is how this  sim fraud happened in the first place. ID mobile allowed someone to request a PAC code without sufficient checks to confirm their identity. I don’t know how the fraudsters should have been allowed to request a PAC without a Pin...something that is in my head and not shared with anyone. Can an investigation be made as to how this happened?  Also I was on a number of occasions told that the PAC was cancelled and my number would not be ported. However this information was incorrect and because of that valuable time was lost in securing my back accounts which the fraudsters have gained access to because they were able to take over my number which is linked to those accounts.

Finally  I am without a number and cant use my phone. I am paying a monthly fee for a service I cant use due to ID mobiles inadequate security.  When will this be resolved? I have been told that the ID mobile technical team will recover my number within 48 hours(which has elapsed).

It would be good to know when I will be able to use ID Mobile again. I have a mobile phone that I cant use and paying for a service that I am unable to use. Would it be possible to get another number and associate that with as my account as previous number is now compromised?  Also it would be good to know what ID mobile are doing to enhance their security to ensure this doesn’t happen again.

Morning @Donavon. Due to the sensitive nature of the topic, I’m going to follow up with you in Private Messages. Thanks.

This morning I received an email from ID Mobile telling me my PAC Code request had been received. I hadn’t requested a PAC. 

I contacted the Customer Service team over LIVE CHAT, to be told that i could ignore the request as the email was sent in error. When i pressed the Rep to confirm that no one had requested a PAC Code they then asked me if i had requested a replacement SIM any time this week. I told them that i hadn’t requested a SIM and that my phone was no longer making/taking calls or able to access the internet. The Rep again confirmed there was no PAC code request but they would block my SIM and raise a complaint on my behalf. They also asked me to setup a password for my account for future security. As my SIM card was now blocked I would need to go to a local Curry to get a replacement SIM (at no cost). This i have done and once activated i should be back online again in about an hour.  Apparently i will be notified via email when the complaint has been raised with a complaint ref no. 

Im not clear how someone can request a PAC Code for a transfer without confirming their identity??

Im not confident that this will not happen again.             

Hey there ​@Paul Stevo, we’re very sorry to hear that.

If this has been raised with our complaints team, then they’ll be in touch with you ASAP to discuss this further.

If you’d like us to PM you to look into this further, we’d be more than happy to.

Thanks,

Tyler

Hi my complaint ref no to get my no back is 443876511 and the complaint about how the PAC code got to be transferred when I contacted ID yesterday and the rep did not take the correct steps to stop the transfer is 443883671.

Can you confirm the complaints have actually been raised ? 

Thanks

Paul

Hi ​@Paul Stevo 

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