Fraud for the second time on my account

ricriley

Hi Everyone,

I'm looking for a little advice.

This week for the second time I've had some fraud carried out on my mobile account. The first was two years ago with O2, and now I've had it again with my Orange contract.

Both times I've had unauthorised upgrades on my account. I work in IT and I take my online privacy very seriously, all of my passwords are ultra secure so I'm fairly certain that the breach hasn't come from their.

When it first happened with O2 they didn't convince me that it wouldn't happen again, and I was extremely concerned how someone simply called them up changed the name/address then ordered the newest phone on the most expensive contact possible. Should raise a few eyebrows no? This was enough for me to leave O2.

Now the same thing has happened at Orange, and I'm not happy at their dealings with this either. When I received a text message saying 'thank you for your upgrade' I called them right away to be met with hostility about not being able to cancel it! Informing them I hadn't upgraded and I don't want the phone, they simply said don't accept the delivery. This doesn't sit well with me at all, since I don't want a new phone ending up at some fraudsters house!

Anyway Orange customer service has been ridiculous every time I've called them, having to explain the full story and being no further on.

So i have a couple of questions.

How are these scumbags getting away with this? How have they managed to get in to my account twice? I was told on both occasions someone called from my number. I've only had my newest sim for 3 months and it was fully sealed when I received it.

Also I'm only halfway through my orange contract, and have had the worst experience with them. Is there any way out without any penalties? Should I speak with someone more senior at orange?

Thanks in advance,
R

gjchester

ricriley wrote: »

How are these scumbags getting away with this? How have they managed to get in to my account twice? I was told on both occasions someone called from my number. I've only had my newest sim for 3 months and it was fully sealed when I received it.

The way I read it you have to contracts with two companies that have been affected. O2 and Orange will have separate systems, so its more likely that your end has been compromised.
Could you have uses a password manager that's been compromised?

ricriley wrote: »

Also I'm only halfway through my orange contract, and have had the worst experience with them. Is there any way out without any penalties? Should I speak with someone more senior at orange?

Try keeping a log of all the issues, so if you complain you have the details, calling each time and logging the fault will put it on your record too.


If each fault has not been recorded how would the network know you have issues? I realise that could be with the help line staff as well as technical which makes it harder, but you always have the option of writing a complaint in as well as phoning one. Writing usually elicits a response better than a call.

Browntoa

Android phone. Compromised app ?

d123

ricriley wrote: »

Hi Everyone,

I'm looking for a little advice.

This week for the second time I've had some fraud carried out on my mobile account. The first was two years ago with O2, and now I've had it again with my Orange contract.

Both times I've had unauthorised upgrades on my account. I work in IT and I take my online privacy very seriously, all of my passwords are ultra secure so I'm fairly certain that the breach hasn't come from their.

When it first happened with O2 they didn't convince me that it wouldn't happen again, and I was extremely concerned how someone simply called them up changed the name/address then ordered the newest phone on the most expensive contact possible. Should raise a few eyebrows no? This was enough for me to leave O2.

Now the same thing has happened at Orange, and I'm not happy at their dealings with this either. When I received a text message saying 'thank you for your upgrade' I called them right away to be met with hostility about not being able to cancel it! Informing them I hadn't upgraded and I don't want the phone, they simply said don't accept the delivery. This doesn't sit well with me at all, since I don't want a new phone ending up at some fraudsters house!

Anyway Orange customer service has been ridiculous every time I've called them, having to explain the full story and being no further on.

So i have a couple of questions.

How are these scumbags getting away with this? How have they managed to get in to my account twice? I was told on both occasions someone called from my number. I've only had my newest sim for 3 months and it was fully sealed when I received it.

Also I'm only halfway through my orange contract, and have had the worst experience with them. Is there any way out without any penalties? Should I speak with someone more senior at orange?

Thanks in advance,
R

As there is absolutely no link between Orange and O2 it is much more likely to be a security breach from your side, if not in your passwords or online security I would suggest that you might have a dishonest friend or family member who is privy to (or close enough to you to guess) your password and be responsible.

The odds of fraudsters at Orange and also at O2 targeting you are pretty remote.

ricriley

Thanks for your replies.

My contracts were completely separate, I closed my account with O2 to then open one up with Orange.

These incidents happened roughly two years apart.

I don't use password managers and I have had an unjailbroken iPhone for the whole time.

I know the breach is likely to be at my end, but I run quite a tight ship. I also use a Mac for my day to day PC use, much less likely to pick up nasty vulnerabilities (though not impossible).

Cheers,
R

Jon_01

Sounds like someone you know, or someone that knows you well enough to answer the security questions after they've stated that they've forgotten the password.

Anyone around you suddenly have a shinny new phone??

sdduk

Could be near home

I just upgraded my Sim Only deal
I rang the company and they asked me for my password and that was it got the deal

Has the phone been delivered? do you know if not try and find out what address they were delivering it to
They would have to change the delivery address
Also you should report it to the police.