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I didn't order that! What to do if your mobile network provider account gets hacked

Ashleigh Allsopp | Feb. 22, 2013
A Macworld reporter had her Vodafone account hacked this week, and was almost charged for a BlackBerry she didn't order

Most network providers offer online accounts to enable customers to check bills, change contracts and upgrade to new models. However, the nature of online means that personal data stored in your account is at risk of being accessed by hackers.

When checking my emails on a Thursday evening, I was confused to discover a message from Vodafone informing me that my change of details had been successful. I hadn't changed any of my details. But it was late so I went to sleep and vowed to check it out in the morning.

I awoke to a text message from Vodafone thanking me for my order, along with an order tracking code. Of course, I hadn't ordered anything. I'm perfectly happy with my iPhone 4S.

Alarm bells were ringing, so I tried using the tracking code to find out what I had supposedly ordered and when. The tracking code didn't work because I needed to wait for 24 hours.

Instead, I tried logging in to my online Vodafone account. Again, didn't work. The hacker had changed my details and locked me out. When I requested a password reminder, I never received it. The hacker had changed the email address.

I was shocked that it could be that easy. But had I not received an email and then text message from Vodafone, I would have been none-the-wiser.

As soon as I could, I called Vodafone and explained the situation to the helpful representative. I was told that someone had changed the address and email address on my account, and ordered a BlackBerry at 12.15 AM.

He told me that, unfortunately, due to the nature of online accounts, this happens to customers on Vodafone and other networks all the time. He also told me that Vodafone has previously worked with the authorities to allow hackers to commit fraud on fake accounts in order to track down their address and prosecute them.

A fraud case was opened and my account was completely deleted, so that I can set up an entirely new one. I'm reluctant to do so, however, in fear that it will be compromised again

The representative advised me to change all of my passwords for websites on which card details may be stored, and also to contact my bank and ask them to call me should any unusual activity occur.

If you notice an odd email or text message from Vodafone, or another network provider, the key is to call the company and inform them as soon as you can. It may be that the message has been sent out by mistake, but more likely, that someone has accessed your account.

 

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