DebDeb56
Level 2: Rookie

Account Fraud Rectification Timeframes?

I have had a recent issue where someone gained access to my account and ordered a new iPhone on a payment plan and had it shipped to an address in Sydney (I live in VIC), after reading through the forum it would seem that this has occurred to several other people at least.

 

My main question is, does anyone know how long it is currently taking the "specialised high risk" team at Telstra to investigate these types of things and coming up with some form of resolution?

 

At this stage I have managed to get back into my account after the Telstra shop re-added my email address to the account, however, the fraudsters email address is still locked in as my Telstra ID so technically this person could reset the password at any time. It was also interesting that the new service that was ordered had the first payment paid using a direct debit from an unknown bank account. The Telstra shop has told me they can not change my Telstra ID without adding a new payment method which is obviously not a good idea, don't want to make payments from my card on a phone that I don't own. 

 

Any advice or insight would be greatly appreciated.

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Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Account Fraud Rectification Timeframes?

How long is a piece of string is the best answer that could be given. Each case is different.

 

As far as your account goes, the Shop has actually made things worse for you as they have left your account in a compromised state.

 

What needs to be organised is for your services to be delinked from your existing Telstra ID and a new Telstra ID be created and linked to your services so that you have access to be able to manage them and the unknown third party doesn't.

 

The way the Telstra Shop has done it means that the third party could reset your password and then cancel your services or order more services against your account.

 

You'll probably need to go through the complaints team to get it sorted out properly https://telstra.com/complaints or call 132200. I wouldn't use the chat function in the My Telstra app or the website as the third party may be able to access the chat transcripts.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
DebDeb56
Level 2: Rookie

Re: Account Fraud Rectification Timeframes?

Hi Jupiter, 

Thank you for your reply, everything you said makes perfect sense, this is what I would have expected to occur in the first instance. Unfortunately when I ring 132200 they are unable to help me as, like you said the account is still in a compromised state so they say they can't verify my identity satisfactorily and that I need to go into the Telstra shop with my physical licence, the Ballarat Telstra shop have said that they can do nothing further as they have reported it to the fraud section, we only spoke of updating the Telstra ID which they said they can not do, the term de linking was not mentioned, they had pretty much wiped their hands clean of it in store, I don't expect they will do anything further. Thanks for your advice on the chat, I actually tried that yesterday and they also told me there was nothing they could do until it was investigated by the fraud team, It probably didn't help that the chat I was talking on was from an account that could be re compromised at any moment. 

 

I think I will raise a complaint as you had mentioned. Is delinking services definitely a thing they can do in this circumstance or is it just something that should logically be possible but not actually experienced by anyone?

 

Thanks again.

 

 

DebDeb56
Level 2: Rookie

Re: Account Fraud Rectification Timeframes?

For anyone that is generally interested in how Telstra go at handling things of this nature I will have to admit their service and communication has been extremely poor. Over two weeks have passed, I have been in store twice, on the phone several times, raised a complaint, used the chat feature and also had mediocre email contact with the case manager. My Telstra ID still remains locked as the email address of the fraudster, there is still an unauthorised service on my account, and the iPhone that was ordered without my authority has long since been delivered to some random person in NSW with the initial repayment failed and Telstra is sending me overdue notices. I used to think that if you paid the premium price for Telstra you would get a premium service, how wrong I was. My case manager is in the Philippines and impossible to reach even on his supposed direct line with a PIN. I have no idea what to do about this, maybe a complaint to the TIO but I doubt that will produce any timely results. Am definitely going to port my number away from this compromised account, I can’t stand it any longer.

Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Account Fraud Rectification Timeframes?

You should find that you cannot port the service away until after you regain full access to the account.

 

If you can't get in contact with your Case Manager for more than a week, then you should definitely lodge a complaint with the TIO given the nature of the problem.

 

You should also consider lodging a report of the fraudulent activity with the police so that there is an independent record of notification. Include your Telstra complaints case number in the notification.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
DebDeb56
Level 2: Rookie

Re: Account Fraud Rectification Timeframes?

Hi Jupiter, thanks for your advice on the police report, that would probably be a good idea so that when Telstra wipe there hands clean of it and just send a debt collector I at least have an official report. I just finished porting my number to Aldi without a problem, it would seem that there was still enough legitimate information remaining on my account to allow it to go through. At least with an Aldi account the worst a fraudster could probably do is recharge my service or possibly order a new sim or something, they won’t be able to order a $2000 iPhone because Aldi obviously don’t sell hardware. Sounds like there is less risk with a bare bones provider.

Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Account Fraud Rectification Timeframes?

It's actually a bit of a worry that you were able to port a service that is supposedly flagged as being under investigation for fraudulent activity. That shouldn't be able to occur.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
DebDeb56
Level 2: Rookie

Re: Account Fraud Rectification Timeframes?

Hi Jupiter,

These sorts of things are making me increasingly concerned that my affairs are in the hands of monkeys rather than professionals. I have definitely raised the issue through what I believe to be the proper channels at Telstra, they have given me two reference numbers so far, a case number 23494712 and a complaint number 23613136, still not a single action appears to have been taken by Telstra. I had a look into a police report and in Vic they don't want to know about it, they direct you to make a report with the service provider. Considering the account was hacked and unauthorised products ordered a full 14 days ago now I think I will wait until tomorrow and if nothing has occurred I guess my only other option is the TIO complaint. Thanks for your advice and for being a sounding board through this very stressful time.

Kunal1
Support Team
Support Team

Re: Account Fraud Rectification Timeframes?

Sounds far from ideal, Deb. When was the last time you were contacted? Did the case manager mention when they'll be getting in touch next?

- Kunal

Kunal1
Support Team
Support Team

Re: Account Fraud Rectification Timeframes?

Did you still need a hand here?

- Kunal

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