Victim of fraud!!

Victim of fraud!!

Victim of fraud!!

SOLVED
I'm a Participant Level 2

Victim of fraud!!

Hi,

 

I have been a recent victim of fraud where someone was able to access my account and approve themselves as an authorized user. They then proceeded to upgrade my phone and take it for themselves, as well as sign me on to a contract (from being a month to month user). All of this was unauthorzed by me. I have a case opened and fraud department was supposed to call me back in 48 hours. It has been a week now, and eveytime I call customer service they are just promising me that I will hear from fraud department by the end of the day.

 

I am getting very impatient and worried that someone out there has my personal information and access t my account. I also now have a plan and contract that I definitely cannot afford to pay for. Please help me. I need fraud department to look into this ASAP. 

 

This is crazy that someone was able to impersonate me either via chat/phone and be validated by FIDO customer service. 

 

I am tired of waiting!!

 

 

Accepted Solution

Re: Victim of fraud!!

Solved by Senior MVP Senior MVP

Hello Dijo_65,

 

  Welcome to the community!

 

  Sorry to hear that there was fraudulent access to your account. Have you taken the appropriate measures? At the very least you should change your passwords and cancel your credit card...

 

  If you haven't already done so, you might consider informing the Canadian Anti-Fraud Centre. You should also consider the advice here. It may seem like a hassle, but any preventative measures taken now are definitely better than trying to sort out stolen identities after the fact.

 

Hope this helps Smiley

 

Cheers

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26 REPLIES 26
I'm a Participant Level 2

Really? This is what FIDO is going to do for this customer? How did someone manage to get approved as a user on your account? Obviously FIDO customer service put them on this persons bill. I have had a new phone number magically appear on my bill. This phone number called Wayzata MN for 88min and I was charged. I really hope FIDO takes immediate action on this. Their phone number is nowhere to be found when I log into my account. The fact this person did not even receive a call back is alarming. I have been a FIDO customer for well over 5 years now, and I will not continue on with them if they give me the runaround. I will report them to the Better Business Bureau and I will get my money back. And this person should also.

I'm a Participant Level 1

EXACT SAME THING JUST OCCURED TO ME AND THEY UPGRADED BOTH MY CELL PLANS....IM SOO UPSET YOU HAVE NO IDEA

I CALLED FIDO TO REPORT MY EMAIL INFORMATION WAS CHANGED ON MY FIDO PROFILE AND THIS IS WHERE I NOTICED EVERYTHING THAT WAS FRAUDED, THEN

I CALLED FRAUD DEPT

I CALLED CANADA POST

I CALLED TRANS UNION

I CALLED EQUIFAX

I CALLED UNITED PARCELS SERVICE

AND STILL I HAVE NOOOOOOOO **bleep** RESULTS...IT JUST HAPPENED LAST WEEK BUT I WANT EVERYTHING TO BE EXACTLY THE WAY IT WAS BEFORE IT WAS FRAUDED...IMMEDIATELY.

I DONT UNDERSTAND WHY HACKERS ARE ABLE TO DO ALL THESE IMPORTANT CHANGES AND I (being the account holder) NEVER BEING ADVICED AT A MINIMUM VIA TEXT...

MAKES NOO **bleep** LOGIC. THEY ORDERED 2 BRAND NEW IPHONES 7 PLUS AND HAD IT DELIVERED TO A DIFFERENCT ADDRESS.....HOW COME I WAS NOT GIVEN NOTICE....

I MEAN THIS IS INSANE THAT I WAS NOT SENT AN EMAIL OR CELL TEXT...

THEY CHANGED ALL MY PROFILE AND EVEN MY EMAIL..

THIS SHOULD NOT BE PERMITTED WITHOUT ORIGINAL EMAIL ACCEPTANCE

NOW, IM STUCK WITH ALL THE HEADACHES

PLUS EVERYTIME I CALL FIDO......I GET FRENCH OPERATORS....HELLOOOOOOOOO

I WANT ENGLISH SPEAKING AGENTS...

I HAVE ENOUGH TO DEAL WITH THAT I DO NOT NEED TO SPEAK IN FRENCH....

HIRE MORE ENGLISH AGENTS...I HAD THE PLEASURE OF SPEAKING TO 1 AGENT WHO WAS VERY NICE AND WAS ABLE TO SPEAK ENGLISH....HIRE MORE ENGLISH SPEAKING AGENTS...OR BILINGUAL...

NOT JUST FRENCH ALONE....RIDICULOUS FOR NOWADAYS TO NOT HAVE SERVICE IN BOTH OFFICIAL LANGUAGES FLUENTLY

Hey @bellapaniccia!

 

Thanks for posting Smiley

 

We take our customer's account security as a top priority and we have measures in place to prevent fraudulent activity like this from happening. That said, when it does happen we do our absolute best to rectify the situation as quickly as possible and with no impact to our customers!

 

From your post, it seems you've already spoken to customer care regarding this and they've opened an investigation with our fraud team. Once the fraud team receives it, they'll take care of reversing the charges and bringing back your account to the way it was and they will contact you to confirm!


I understand that it's frustrating, and there are some delays involved but rest assured it will be taken care of Very_Happy

 

 



I'm a Participant Level 2

Hello,

The same thing happenned  to  me today. Some people probably had access to my  Fido information and they have purchased an iPhone 7 256GB with that information from Pont Clair.  They have also ordered a new phone line.

 

I noticed the unauthorized activity the moment it happenned and I called Fido Customer Service right away.

The agent  opened a fraud case and wanted me to wait until the fraud team contacts me.

 

Unfortunately no one called me so far and I noticed that after almost 12 hours from my report, the package including the iPhone 7  has been shipped to lucky thiefs!!! (I received the UPS shipment tracking number in my email)

 

I think this is a clear fraud and most probably the leak comeas from within the Fido system itself, since it has been exactly similar cases published here.  I instanly changed my account password, but I do not understand why fraud team does not interact instantly and cancel all transactions and shipments?

 

Fido customer service    been notified instantly after the fraud, but   the package has been shipped 12 hours after my report!!! That's why I am suspicious that there are fishy activities from within the Fido. 

 

Anyways, I will also file a police report, but it is very strange that Fido customer service, or the Fraud Department had enough time of 12 hours to at leaset cancel the shipment and prevent further money loss for Fido. What could justify this delay and subsequent loss if some activities from within Fido intereferes with these simple issue. A simple call to shipment department to put shipment on hold to have the case fuly investigated. Is it that much difficult?

 

 

There is also another possibility. Maybe  Fido  database is not highly secured . This is also probable because according to my research I have noticed that log-in informations from within the Fido account including username and password are being handled through third-party (janraincapture.com). Maybe here comes  the source for a leak.

 

Anyways, nothing justifies the delay of Fido customer service / Fraud team to fail to put the shipment on hold.

 

I think these phone are finally being sold through kijiji to innocent people. At the end, Fido will block the IMEI number of the phone, but there would be additional victims (buyer from kijiji) through this delayed of action from Fido/Fraud team.

 

Any comments from Fido team?

 

Thanks,

Amir

Hi @amirvf!

 

Welcome to the Community!

Thanks for the details and I'm really sorry that this happened to you. 

Regarding Janrain, they are really secure and I don't believe the leak is coming from there. Lately there's been a lot of SMiShing attempts on our customers. You can read more about it here.  If you fall for one of these scams, chances are your information was compromised, which then facilitated the fraud.

No worries though, this situation will be resolved for you. Simply wait for the fraud team to contact you. 

 



I'm a Participant Level 2

Hi  

 

 

 

 

Thanks for the details @amirvf! I'll make sure to forward the feedback to the right persons. 

I'd like to take a closer look at your investigation, I'll send you a PM in a few minutes.



I'm a Participant Level 1

Yeah this seems to be a common theme for Fido as I was just notified by email about my declining credit score and found a 1500$ Fido bill for an account that Was to be closed in the beginning of December. My account had a credit and things were good. Mid December some person signs a new contract and gets a new phone. Now it's 6 months later and monthly bills + a new device and I am only just finding out about it. No wonder my credit score took a hit. Lucky for me the crooks didn't change my email address. So disappointed and now I see that I will be waiting AGES for the 'fraud team' to contact me. Cool.

Hey @VictimNoMore,

 

Welcome to the community!

 

I'm truly sorry to read about your current situation. 

We take these cases very seriously and would like to get this resolved as quickly as possible for you. 

 

Have you tried to reach out to our customer care service to escalate the existing case?

If not, you can reach them directly here



I'm a Participant Level 1

I just had the same experience! I noticed in the morning that two lines were added to my account with two new iphones. They changed my email address and billing address.I can't believe this is 2020 and FIDO still doesn't have 2-step verification? I noticed fido doesn't even ask anything else if you need to change your email address!! That's just ridiculuous!

 

I called customer service and I was promised that the fraud dept would call me. Looking at the messages here, I doubt if I will get that call!

Hey @halffedelf

 

Sorry to hear about your recent experience. I can assure you that we do take your account's security to heart. You can review the security options we offer with our representatives, such as adding a PIN, Voice ID, etc.

 

You can also reach out to our fraud department directly at 1-800-644-7174 to follow up on your situation. An advisor will review your file as quickly as possible Can you get in touch with them and let us know how it goes?

 

Hope this helps.



I'm a Participant Level 2

I just filled out the form. I also tried to reply to you. But I think there is a problem in your website here as well.

 

I received the following error message while tryin to reply to you:

You have reached the limit for number of private messages that you can send for now. Please try again later.

 

And that was my 1st private message ever!!!!!

 

Anyways, let me know if you need tracking numbers or not. I can share them with you if you could not find it in my profile.

 

Let me know here if you could find my profile and number in the filled form or not. Because the system does not let me send you Private Messages.

 

Thanks,

Amir

That's really odd! I've received the information, I'll try to send you another private message, let me know if you're able to reply. 



I'm a Participant Level 2

Hello, 

 

I am a victim of fraud. 

My account information changes on a daily basis... especially my contact information.

 

I have contacted Fido serveral times in regards to this matter. They suggested to add a PIN and a security question. 

I have completed that, along with changing my account password. Funny thing is that whenever I call Fido, all they ask is my name and postal code. Therefore, anyone who knows my basic information can go into my account. 

 

This person who keeps changing my contact information on my account is no longer on my account, and is NOT  authorized to make any changes to my account, but for some reason, Fido ALLOWS IT. This person uses my billing statements to get a hold of other parties and harrass them, in which the local authorities are well aware of this matter. 

 

I have filed many complaints about my account security and I feel like Fido thinks it is a joke. 

 

I am sick and tired of 'your account is secure with us' response from Fido. 

I would be more than happy to change cell phone providers if this matter does not get resolved ASAP.

 

Hello @hellokitty2 

 

I moved your more post here since it's about the same topic.


This is definitely not the experience that we want for any of our customers. I would like to take a look at what was done so far on your account concerning this.


I'm sending you a PM now to get this looked into. Talk to you soon.



I'm a Participant Level 2

No, this has not been solved. 

We have sent you a private message here on the community, you can answer there so we can take a look at it with you. Smiley 

 

If you're not sure how to access your PM, we have an article on the Library to show you how. You can find it right here

 

Chat soon! 



Senior MVP

Hello Dijo_65,

 

  Welcome to the community!

 

  Sorry to hear that there was fraudulent access to your account. Have you taken the appropriate measures? At the very least you should change your passwords and cancel your credit card...

 

  If you haven't already done so, you might consider informing the Canadian Anti-Fraud Centre. You should also consider the advice here. It may seem like a hassle, but any preventative measures taken now are definitely better than trying to sort out stolen identities after the fact.

 

Hope this helps Smiley

 

Cheers


@dijo_65 Did you file a report with your local police also?



Moderator

 Hey @dijo_65 and thanks for reaching out.

 

I do understand why you would feel that way. I can assure you that the security of our customer's information is really important to us,

 

I would like to take a look at your account to see what was done so far.

 

I'm sending your a PM now to get this looked into. At the same time, I would like to let you know that you can also reach us through other channels for anything related to your Fido account.

 

You can find our Contact Us page here.

 

Talk to you soon Smiley