HyperJar, fraudsters stole kids money

km1500

is it possible to 1. put a password on your EE account (telephone) and 2. put a SIM unlock.pin on your SIM ?

custardy

km1500 said:

is it possible to 1. put a password on your EE account (telephone) and 2. put a SIM unlock.pin on your SIM ?

You are thinking traditional sim card.
OP has a virtual 'Esim''
hence changes/swaps can be done over the phone

up-north-eng

custardy said:

km1500 said:

is it possible to 1. put a password on your EE account (telephone) and 2. put a SIM unlock.pin on your SIM ?

You are thinking traditional sim card.
OP has a virtual 'Esim''
hence changes/swaps can be done over the phone

I dont have a virtual sim, I’d never even heard of them before this. Mr Criminal did though ☹️

Alderbank said:

^^This.^^
That's how it's done. Easy as that.

There was discussion about this in the technical press when eSims started to appear a few years ago.
An example is here from Roger Entner, an industry expert:
https://www.fiercewireless.com/tech/could-esim-technology-make-your-smartphone-less-secure

According to Entner, when carriers move to eSIM, hackers may continue to call them and "ask them to transfer your number to a new device." He said hackers might be able to give the carrier the IMEI number for the new device and convince the customer service representative to make the change. "It all depends on how lazy and how unmotivated the carrier employee is to actually follow the rules," he said. "Sometimes these people are just trying to please the customer, and instead of pleasing the customer they please the criminal." 

It is your call as to whether EE customer service representatives are 'lazy and unmotivated'. I couldn't possibly comment.

I’d say very lazy, was 10:30pm so around clocking off time. 

jon81uk

up-north-eng said:

I’ve no idea how they’ve gained access to either my email or EE account, they’re both different passwords (and have since been changed again). 

Have you now set two-factor on your email password?

Access to your email is probably the password you need to keep most secure nowadays. (other than banking of course)

born_again

up-north-eng said:

Thanks to those that have replied with something constructive to say. (I’d expect better from those with over 10k posts 😬) The amount taken isn’t a lot, around £40. My issue is their disregard to investigate properly when even I can clearly see the linked bank account was changed twice in a few hours and all money removed. They actually informed me they were closing the account BEFORE I registered a fraud issue. So they must know something is up as that’s pretty random. I’ve offered proof from EE but they’ve stopped responding to emails and there’s no contact number. I’ve now referred the to the Ombudsman, not for the money back, but for their disregard to my concerns and frankly callous nature towards a victim of crime. 

>>How to make a complaint?

If you have a complaint about the HyperJar services, please contact us by:

• using the chat feature in the App
• emailing us at: support@hyperjar.com
• sending mail to us at HyperJar, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ

If your dispute or complaint relates to a merchant’s offer in the HyperJar App, or the goods or services you purchased from any merchant, irrespective of whether they are participating in the HyperJar Service, you should contact the merchant.

What happens next?

Our customer support team will do their best to resolve your complaint promptly and fairly.

When we receive a complaint, we will:

• send you a written acknowledgement that your complaint has been received
• contact you further if we need any additional information regarding your complaint
• fully investigate your complaint
• issue you with a final written response, including an explanation of our findings and, if we have rejected your complaint, our reasons for doing so.

We will aim to resolve your complaint within 15 business days, from the day we received it.

In exceptional circumstances, if for reasons outside of our control we are unable to provide a final response within that time, we will respond providing a reason for the delay and the deadline for our final response. The deadline will not exceed 35 business days from the day we received your complaint. <<

They have 8 weeks to respond to a complaint before you can take it to FOS. 

With a complaint it may take a while to respond. FOS gives timescales for responses. If you have sent them something with "Complaint" on it & they ignore it. Email is great as you have proof. If it then goes to FOS, they take that more serious than the actual complaint, as a major failure of the process they have to adhere too.

Hope it goes well for you. 👍