EDF has added a random account & property to my app profile

spinningplates123

I discovered by chance last week when logging into the app that EDF has added another account to my profile on the app, connected to a property that I have nothing to do with at all. I can see the full address and the name of the person who lives there, plus copies of invoices. To stress, this property has absolutely nothing to do with me and I am not responsible for it.

I have contacted EDF by email and Whatsapp and they are taking a somewhat relaxed approach to investigating this. Meanwhile I am obviously pretty concerned about what has happened and who might be able to access my details.

This morning I checked the app again and have been logged out. My usual login details don't work and when I clicked 'reset password', the reset email does not come through to me. I have checked spam and requested the reset email multiple times. I also just clicked 'forgotten email address' and a message pops up suggesting I text them on 07480 589950 so they can help me log in - which seems odd.

This is all even more concerning with absolutely no updates from EDF.

Has anyone had anything similar happen and also, any suggestions for how to get some action and a meaningful response from EDF. I haven't tried calling yet which I will do today.

Thanks in advance!

Lorian

Is the property near you or have a similar postcode?

Might help hone in if this is a mistake or something more untoward

spinningplates123

@Lorian No it's 100 miles away so nothing like that at all

Scot_39

As to your access - They may have deleted or temporarily blocked the account whilst their IT teams try to sort the mess out - given its EDF i wouldnt hold my breath.

As to whether its a sign of being hacked or other problems - unsure - id phone edf cs direct - check for an independ3nt contact number - not the number on the app - after checking your actual online account - not just the app.

I also wonder if that might be viewed as a breach of GDPR for the other party whos details you can now see. Regularly see advice for others to redact not just name address, but meter serial numbers and full mpans etc in photos or statements posted here as they have privacy implications too.

And not to worry you - if you can see someone elses data - can they or someone else - see yours ?

IF SO any company should arguably have responded almost instantly and if any potential harm reported itself to ICO..

Id maybe think about reporting it to the ICO - as an individual.

https://ico.org.uk/for-organisations/report-a-breach/

Lorian

Definitely need to call them. Good luck. Possibly worth raising a complaint to dpo@edfenergy .com too.

WiserMiser

Welcome to the forum.

Check your bank accounts and make sure your SIM hasn't been swapped.

https://www.bbc.co.uk/news/articles/ckg885lxd3jo

spinningplates123

https://forums.moneysavingexpert.com/discussion/comment/81857985#Comment_81857985

Thank you. Apparently their technical team is looking into it…. still. I agree re ICO - has to be a GDPR breach I'm sure