Yesterday I unknowingly became victim or possible victim of a Sim swapping scam. I do not know if the scam was to swindle my new hardware from a recent upgrade or to skim my personal information. Luckily a quick thinking UPS lady saved me from losing my new Iphone.
While I take full responsibility for my initial error, Telus’s handling has been a enraging. Once I determined something bad was going on I immediately used *611 to speak with an agent. He proceeded to start a fraud report but said that’s all he could do and said I would receive a call within 24-48 hours. This is the first major flaw because I may not have a working phone then, I was operating on a fraudulent SIM as far as I knew. No mention of changing passwords, no mention of changing pins, nothing. I did take these steps on my own accord. After doing some research I called another agent to try and get a proper Telus esim to ensure I would no longer be compromised/lose my phone number but this agent was unhelpful.
At 11:30pm I received a prompt that Telus had LTE calls were turned off by Telus on this account. I was now without a phone. I also received emails that an account had been unlinked from my account. When attempting to log in to my Telus it would not allow me to login. At this point I felt the fraudsters were now taking my information. Of course, Telus has no overnight technical support even for fraud or emergencies, so I was completely helpless.
I sit here 24 hours after my initial report without a single call, update, or anything. The 4th agent I spoke with was no more helpful then the first 3 reiterating a call was coming after investigation. How do they know what they are investigating with only the brief synopsis I supplied to the first agent? This is an egregious and unacceptable course of events which could be jeopardizing my small business. I do not know what steps to take now except hope I receive a call. Shame on you Telus.
