Hackers keep diverting my mothers landline

[fatbelly]

I am totally exasperated with BT.  They keep allowing hackers to call into BT and request that they set up a divert on my mothers landline to their mobile number.  The hackers then go on to hack her bank account, receiving the associated one time code on their mobile via the call divert.  This has happened twice now. 

How can we stop BT call handlers from doing this?  They are enabling the serial defrauding of a vulnerable BT customer.

Is it not possible to permanently block all possibility of call diversion on a BT landline?

[Devon_Dave]

Hi. I have asked one of the forum moderators to reply to this one. 

[imjolly]

If it has happened twice have you informed the police of the fraud /theft?

[fatbelly]

Yes, but they do not investigate domestic fraud.

[licquorice]

What do you mean they don't investigate domestic fraud?

If someone is fraudulently accessing her account, a criminal act has been committed.

How did the hackers obtain the necessary account details to initiate the divert?

[DavidM]

Hi @fatbelly and welcome to our community.

I'm sorry your mums account has been hacked. She should be able to set up a password so no changes can be made but I'll be happy to take a look at that for you. I've dropped you a private message so please reply with the details and we'll take it from there.

Cheers

David

[fatbelly]

What I mean is that you report the crime, receive a crime number, and then no action is taken. They say this themselves when they respond, they tell you that they will log that the incident happened, add it to statistics, but will not be following it up because they do not have sufficient resources to investigate individual cases.

[fatbelly]

Also, BT will not tell us what information was given over, or give us access to the call recordings!

We think they most definitely should! 

[garybs29]

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@fatbellywrote:

Also, BT will not tell us what information was given over, or give us access to the call recordings!

We think they most definitely should! 

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https://www.bt.com/privacy-policy/

Specifically - 

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[rbz5416]

@fatbelly 

I'd be inclined to have a chat with the ICO, both about the apparently cavalier way BT are handling your Mum's data & their refusal to supply details of the calls.

https://ico.org.uk/global/contact-us/contact-us-public/public-advice/

Could you also look at getting a mobile number associated with the bank account instead?