My phone got hacked and they changed my sim card number

[sharlener06]

Hi there, my phone got hacked today and the hackers changed my sim card instantly making me lose access to my public mobile account and all my other financial accounts since they use 2 factor aunthentication. I've been frantically calling all my financial accounts but i don't know how to get in touch with public mobile and let them know about this incident and I don't know how to get my phone number/ account back. Any help would be greatly appreciated!

[Luddite]

@pmbc Small fyi: private messaging the agents is not email, rather something more similar akin a texting app. It's only accessible while you're logged into your Community account. 

[esjliv]

@sharlener06 - sorry to hear this! 

1-Let the Customer Support Agents (CSA) know about this as well, submit a ticket here – to be connected to the Fraud Management Customer Support Agent (CSA) team who will be able to restore your original SIM card. 

2-Also recommended to contact your financial institutions (which is sounds like you started doing this) to ensure your banking and credit card accounts have not been accessed and checking your social media accounts for any suspicious activity. Make sure you change your passwords to these accounts immediately. 

3-You may also want to report the fraud to your local police and the Canadian Anti-Fraud Centre at 1-888-495-8501, as well as contact the two national credit bureaus to request a copy of your credit reports and place a fraud warning on your file (Equifax Canada Toll free:1-800-465-7166 and TransUnion Canada Toll free: 1-877-525-3823).

[hTideGnow]

HI@sharlener06

please message PM immediately (After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM) 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[pmbc · Accepted solution]

@sharlener06  You should contact a CS Agent to help you with this.  PM is all online so this is the only way to reach them.

You can contact an agent using the chatbot.  Type "agent" and click contact us to go through the wizard.

https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If for some reason they don't respond to the ticket, you can try to send an email directly to the CS Agent here.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Here is a help article about how to contact the CS Agent.

https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

[dust2dust]

Unfortunately, the only way is through the chatbot or sending a private message. There's no talking to anybody here.

@CS_Agent