How to prevent malicious fault report and call divert

[tarbat]

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@RobbieMacwrote:

I have been in touch with the fraud team who are investigating this and I'll have a further update for you tomorrow.

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So, I’ve heard nothing 😞  All I’ve had is yet another email telling me that “We've now closed your complaint. Your reference number isVOL013-xxxxxxxxxxxxx. Sorry again about the issues you've had. If you need to talk more about your complaint, or you're not happy with how we handled it, please give us a call.”

So,  back to my question. How do I contact BT’s fraud department?  

I’m sick with worry about this, and all I’m getting from BT is obscuration and delaying tactics.  It’s two weeks now since BT allowed this hacker to divert my landline to their mobile phone and perpetrate a hack against my bank accounts, and I’m no nearer to understand how they did this, and how I can prevent this happening again. I don’t normally get angry about things, but BT’s attitude to this serious hacking attempt has really angered me.

 If BT think I’m going to quietly give up on this, they’re sadly mistaken. I will pursue this issue.  Empty promises of an “update tomorrow” won’t put me off from pursuing this serious security issue,

[licquorice]

Probably not a good idea to post a reference number on a public forum, particularly when complaining about security.

[tarbat]

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@licquoricewrote:

Probably not a good idea to post a reference number on a public forum, particularly when complaining about security.

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Thank you, I’ve a anonymised the reference. If you have any suggestions how I get this security issue resolved, please help. Another sleeepless night ahead as I worry about this attack on me,

[licquorice]

Wheels grind exceedingly slow at BT. Stick with the mods, they are the best option for sorting it.

[tarbat]

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@licquoricewrote:

Wheels grind exceedingly slow at BT. Stick with the mods, they are the best option for sorting it.

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Thanks,  but to be frank, I don’t know who to trust at the moment. MODs who promise an update tomorrow and then I hear nothing make me wonder if I’m trusting the right people.

[licquorice]

You can trust the mods, they have an extremely good track record. They are at the mercy of being updated by their sources though unfortunately.

[tarbat]

I really can’t handle the worry anymore.  A simple question - how do I contact the BT Fraud Team who are supposedly investigating this?

[tarbat]

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@RobbieMacwrote:

I have been in touch with the fraud team who are investigating this and I'll have a further update for you tomorrow.

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@RobbieMac , how are you trying to contact me on this?  I'm worried that you might be doing the same as @DavidM  did and are phoning the hackers mobile number. Have you tried to contact me about what the fraud team have said?

[NeilO]

Hi @tarbat I'm sorry you have not been contacted back. We are at the mercy of other teams who can investigate this fully, I am sure you can appreciate it needs specialist attention. @RobbieMac is on his day off today, he'll be back tomorrow and I'll make sure he gets back to you. We also have your correct contact information.

Thanks

Neil 

[tarbat]

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@NeilOwrote:

@RobbieMacis on his day off today, he'll be back tomorrow and I'll make sure he gets back to you. We also have your correct contact information.

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So I'm guessing that "tomorrow" didn't actually mean tomorrow - maybe the next working day, so Monday? Or when? Or did you phone the hackers number again?  I waited by the phone all day.

I can't believe there isn't someone at BT who can explain to me how this hacker diverted my landline, and so perpetrated this fraud attempt.

All I can glean replaying my recording of the phone calls with the BT employee on Wed/Thu is that somehow the hacker setup a new BT ID and linked it to my BT account, and was thus then able to report a fault and divert my landline. How is that possible, don't BT need the authorisation of the account holder to do that?

When can I expect a full explanation? At the moment I don't know what data, if any, I need to change to prevent the same hack, or what BT are doing to prevent the same hack against my landline. I'm constantly checking to make sure my landline hasn't been diverted again, as I just don't know how to prevent that happening again.