Knowledge Base

Account hacked

Started by: hannahtompkin12345
On: 13/01/2019 | 11:10
Replies: 7

by: hannahtompkin12345
on: 13/01/2019 | 11:10

Hi all, 


In the absence of someone to speak to, I would appreciate any advice. My father has his phone with giff gaff and his account has been hacked, along with this his emails have also been hacked and all account passwords have been changed so he no longer has access to anything. 


We have spoken to the bank and they are unable to cancel the giff gaff direct debit, he is unable to contact giff gaff through an email so I have done this on his behalf and contacted an agent.


Further to this his phone now has absolutely no signal? Is this common when a phone is hacked into? 


If there is anything I can do to speed up a response this would be appreciated.



Message 1 of 8
by: natty88
on: 13/01/2019 | 11:15

'  you'll need to  inquire with the agents about it via any topic in list then use the how can we help box and explain the issue given your dad's full name address mobile number last time topped up by what method and how much plus any other email address they have access to and explain the problem contact the agents



remember allow from a few hours up to a maximum time of 24hrs for agents replies which will show here when logged into your account 


Remember agents work from 8am until 11pm daily 

Get a free giffgaff Sim
Message 2 of 8
by: markwynn
on: 13/01/2019 | 11:31
@hannahtompkin12345 I would request you to contact agent for investiage they will help

Agents can take upto 24 hours to reply but are normally quite quick.
Message 3 of 8
by: tazzy19
on: 13/01/2019 | 11:40


Has your father recently responded to a text apparently fom giffgaff stating his sim has been blocked or suspended ?

As the hackers have been able to access his giffgaff account which appears to have banking details stored, you MUST report the problem to your bank, notify them that his card details have been compromised.

The bank will issue a new card, this will stop further payments from the card.

Message 4 of 8
by: dez_d
community giff-staffer

on: 13/01/2019 | 11:59



Hi there

I'm Dez, a Community Educator here at giffgaff. I've just sent you an email regarding this issue.

When possible can you respond.


Best regards


giffgaff Educator

Message 5 of 8
by: jfc1951
on: 13/01/2019 | 13:42

@hannahtompkin12345 giffgaff does not take payments by Direct Debit but by a Continuous Payment Authority (CPA).


It used to be the case that banks could insist that a customer cancelled a CPA by contacting the retailer. However, this is no longer the case and banks should act on customers' instructions to cancel such payments.


A read of this may help when you go back to the bank and insists it takes action:

 Weaseling out of things is important to learn.  It's what separates us from the animals ... except the weasel.  -  Homer Simpson

Message 6 of 8
by: various_mm
on: 13/01/2019 | 14:02

there is no reason why the bank will not stop the payments from his bank accounts .

if he explains that he has been victim of fraud/ identity theft etct then the bank should step in.

to be honest. if a customer says to the bank to stop payments from their account, the bank should act on that

If my answer resolved your query then please mark it as a ' solution '. Thank you!
Message 7 of 8
by: z201205
on: 13/01/2019 | 14:25
Email referencing your case to get it expedited.
See for more information.
Message 8 of 8