GiffGaff have not acted to freeze mobile number

wudyacmereyous

Yesterday a family member had their phone hacked and the number has been updated so that the hacker has access - they have subsequently accessed their emails. Their identity has now been stolen.
The first thing they did was try to contact Giffgaff who only use a form to ask for action. That was at 3 pm yesterday. Today at 10 they replied and asked for verification and said they’d act immediately. However this information can also been seen by the hacker. 

They are beside themselves with worry, banks etc have done their part but Giffgaff have done nothing.what rights exist for someone that this happens to when it comes to leaving Giffgaff?

oldernonethewiser

Have you made a formal complaint to giffgaff?

Mark_d

The phone got hacked?  So you mean malicious software ran on the phone?

Your phone number should be linked to your SIM card - so unless the number has been ported, you can simply take the SIM card out of this phone an use it another phone.

If you think someone has access to your emails, change your password!

What do you want Giffgaff to do?  When you mention freezing the number - do you mean block incoming calls and messages?

QrizB

Mark_d said:

Your phone number should be linked to your SIM card - so unless the number has been ported, you can simply take the SIM card out of this phone an use it another phone.

It sounds a bit like a SIM swap attack, in which case their phone number is no longer linked to the SIM they have.

https://en.wikipedia.org/wiki/SIM_swap_scam

cw8825

from the little what OP has said, it does not sound like Giffgaff have actually dont anything wrong
if the OP's friend wants to leave join any other network but if the same was to happen again its likely to be a similar outcome

edels

If you’re unable to resolve the situation through their support system, you may have grounds to terminate the contract early without penalties

QrizB

edels said:

If you’re unable to resolve the situation through their support system, you may have grounds to terminate the contract early without penalties

GiffGaff are a PAYG network, I don't think they offer contracts.

born_again

QrizB said:

edels said:

If you’re unable to resolve the situation through their support system, you may have grounds to terminate the contract early without penalties

GiffGaff are a PAYG network, I don't think they offer contracts.

Not so sure as they do sell new phones & mention data 18 month contract 

https://www.giffgaff.com/mobile-phones/apple/iphone-16/new

There are 18 month contracts or a rolling contract.

Jenni_D

GG have recently started to offer contracts, but the PAYG options are still available.