EE Broadband Account issue - someone else's card details

peteduk

Hello,
I was about to set up a DD on my account but thought for the 1st payment i would use my credit card.
When going to add my card someone elses details were there (Name / Last 4 digits)
I phoned EE and they are raising internally. They advised I should (but may not) receive a reply.
I paid over the phone and am waiting to see what happens without creating a regular payment method at the moment.
EE could not see the details in my account and could not give me an email address to send them a screen dump to help their investigation.

Can anyone advise if this could be a 'dummy card' view set up by EE or has my account been compromised in some way?
I wasn't reassured that I may not receive a reply……

Thyank you,

Peter

mebu60

Email the CEO with 'Formal Complaint' in the subject line:

claire.gillies@ee.co.uk

It will be dealt with by an 'executive assistant'. I would highlight the failure to provide an email address to enable submission of the screen dump as a particular concern.

JSmithy45AD

https://forums.moneysavingexpert.com/discussion/6662272/ee-broadband-account-issue-someone-else-039-s-card-details

Possibly cross contamination in the database?

Unless it's simply pre-populated so you can see where to put your details.

jaybeetoo

I had at least two data breeches by EE last year. Their systems are dreadful in my experience. I made sure they reported the breaches to the Information Commissioner’s Office.

peteduk

Hi,

Thank you for your advice. As suggested I have written a complaint and will update when I receive a result for others' information.

FYI If I try to change / look at my payment method now it says I am not logged in, even though I am. So I think they have locked that part of my account and applied an incorrect error message.

peteduk

Hi,
Than you all for your advice. I'd like to update those interested in the outcome of my discussion with EE.
TBH I'm a bit frustrated but at least my account no longer holds someone elses card details.

Although EE didn't seem to know, it appears you can only set up a card payment / see card details when there is something to pay so I couldn't check again until my latest bill.
When I checked no-one elses card details were there so my account now seems clean, and EE have taken some action.
I have been advised that the team who investigate such incidences give little info to the complaints team but that they ensure any reporting to authorities occurs and that they make countermeasures to prevent reoccurrence - this seems a bit like marking your own homework and I am not reassured that the reason was found to prevent the same happening to someone else.
When I said something similar had happened to a bank account of mine many years ago I was told my account it would be noted account - I suggested the fix should be for all, not just me, so it shouldn't need it 😀
The case has now been closed