My BT email was hacked last month (password was reset according to BT) so as to try and compromise my credit card. I am rather disappointed BT apart from knowing the time of the password change have little more information. It appears after speaking to them that a few months ago, someone called pretending to be me to change the mobile on my broadband account. I wasn't alerted by BT to this to add extra security and only found this out after my email was hacked.
I thought I had 2SA set up but they can't confirm if I did, they can't confirm how the fraudster managed to reset the password - I keep asking the question was it done by the fraudster online or did a BT guide ( live chat or phone) assist the fraudster to access my account. The Tier 2 email team said we don't have this information - which I struggle with, there must be an IT audit trail of how a password is changed, this is a telecommunications company - if you have phone records why not email ones!
I have held an BT and email account for a long period with them and I rather disappointed no information is forthcoming, I have raised a complaint and I waiting for a manager to call me back this week.
They can't even tell me if the fraudster accessed my broadband account!
Any advice or questions I need to raise with BT would be helpful. I am realising now no email is secure!
