After more than an hour on the phone with two different representatives, I learned that on that day in May, someone went to a store in New Jersey and somehow convinced the employees that they were me, and got them to not only suspend the line, but to also change the address on my account to that of a house in Massachusetts (where I’ve never been nor lived), change the name displayed as my caller ID to “Doctor Avila,” and put a different number as a contact phone. “Unfortunately I can’t give you the number that it was changed to, and that’s for security purposes.
But it still shows T-Mobile needs to do more to protect customers’ accounts. “The weakest element here is the fact that the PIN [or passcode] is confirmed by people, not by a system unlock,” Jonathan Haas, a security researcher who studied SIM hijackings for a major social media company, said. “I think having a more robust identity structure would remove these concerns.
After she asked to verify my phone’s International Mobile Equipment Identity number, or IMEI, the representative restored service on my phone.
A representative told me that someone had reported my phone stolen, and asked my line to be suspended, which is why I didn’t have service. “This is very alarming,” the representative said, after I explained that I was on vacation and my phone was, indeed, not stolen.
Someone Hacked My T-Mobile Account And T-Mobile Won't Talk About It https://t.co/75BmPtzUPx— Digg Tech (@diggtech) July 18, 2019