BT stopping services but we have not asked for this!

[SD007]

My Mum’s email was hacked. We called BT and discovered that as well as setting an auto forward on her email, the hacker was trying to port her mobile number to a different provider. on Saturday  I was told this porting was stopped and would not happen.

Today she received an email saying services would be stopped and in her account it looks like this ‘order’ is being progressed.

How do I stop this???? This is has been very distressing for her.

I believe BT has a major security issue here if a hacker can access someone’s email, take control of an account and change services yet the actual account holder can’t get this stopped! 

[imjolly]

you need to phone CS 03301234150 who will be able to help

[SD007]

We have already done this many times. We spoken to them on 26 October, 27 October and now on 29 October. Nobody can help. We just get passed around and we are no closing to sorting.

and now my Mum’s number has been ported to Lebara. BT allowed this to happen even though my Mum (the account holder) did not request this. How can this be possible? This is a major issue. 

[rbz5416]

Sadly no help to you but they have form for this:

https://www.bbc.co.uk/news/articles/c93yk56ek7go

[Linzi_H]

Hi @SD007 

I really do appreciate your concerns here, and I understand how urgent this will be to get sorted.

On the back of @imjolly's advice, please make sure to call us directly so we can work on getting this fixed. 

If our team is unable to resolve the issue or advise on the best next steps, you can raise this with our complaints team to be managed.

Linzi 

[SD007]

We reported it over and over again.

the hacker now has complete control of my Mum’s phone, her email and landline. 

BT need to shutdown the account. How will we even contact them to do this? We can’t pick up PIN numbers etc from phone as everything is compromised.

What do we do now??? 

[Katie_B]

Hi @SD007. 

Have you been able to contact our customer care team since your post yesterday evening?

The team will need to look into this as a matter of urgency. 

If you are unable to call 150 from a BT Mobile please call 0330 1234 150. 

Katie