Norwich man says fraudsters took over his phone after EE failings

EE has acknowledged the failings in securing Mr Skinner’s account and admitted that the fraudster passed appropriate checks, including email verification. The fraudster requested a replacement e-Sim with a built-in 24-hour delay, which is a normal fraud mitigation measure. However, EE did not act as quickly as normal when Mr Skinner raised concerns about the replacement e-Sim order. EE has provided coaching to improve their customer service in such situations. Although Mr Skinner’s account was secured quickly and a replacement Sim was arranged for him in a retail store, EE has apologized for any inconvenience caused.

EE declined to comment on other cases similar to Mr Skinner’s reported by the BBC. Action Fraud, the national reporting centre for fraud and cybercrime, confirmed that it had received a report of fraud in Mr Skinner’s case. However, the body does not have investigative powers and passes all reports to the police for intelligence purposes. Action Fraud emphasized the importance of reporting fraudulent activity promptly, as each report helps in building a bigger picture of fraudulent activity in the UK. Reporting fraud is crucial in catching offenders and preventing further crimes from happening.

The case highlights the importance of robust security measures and quick response times in dealing with fraudulent activity. Companies like EE need to ensure that their customer’s accounts are secure and act promptly when potential fraud is detected. Secure authentication processes and protocols should be in place to prevent unauthorized access to accounts. Customers should also be vigilant and report any suspicious activity to their service provider or relevant authorities promptly to prevent further fraudulent activity.

In conclusion, the incident involving Mr Skinner’s account highlights the need for companies to strengthen their security measures and improve their response times when dealing with fraud. Both companies and customers play a role in preventing fraud, with companies needing to implement robust security measures, and customers being vigilant and reporting any suspicious activity promptly. By working together, fraud can be prevented, and offenders can be caught and held accountable for their actions. Reporting fraud to authorities like Action Fraud is essential in building intelligence and catching offenders, ultimately reducing fraudulent activity in the UK.