Pursuing BT over security breach - worth the hassle?

[zax]

To cut a long story short - aged parent's BT account breached this Monday, email hijacked, almost-identical scam address set up with forwarding rule and used to send out requests for money to contacts. 6 hours on chat with BT on Monday, multiple requests to disable the scam account, no action taken and no further updates.

I've already moved him to another email provider and gone through all of the online services he uses to scrub his BT address wherever we find it.

Today (three days later) one silly but well meaning friend sent 250 via paypal to somebody via this scam email address, which remains active despite my warnings and requests to terminate.

I'm a bit annoyed. We have a complaint number, have shared this with the guy who was duped along with support chat transcripts where the scam email account was highlighted and shutdown was requested. Has anyone managed to get anything better than a sub L1 support response from BT on a topic like this, or am I best just to drop it and move on?

[Jordie Barretts sock]

What makes you think it's BT's fault the email got hacked?

[zax]

Jordie Barretts sock said:

What makes you think it's BT's fault the email got hacked?

Good old PH

[Jordie Barretts sock]

Sorry for stating the obvious. But I suspect these scammers scrape more than just BT emails with their software.

Bottom line OP, BT won't want to be bothered.

[judas]

Dumb question, but did you get a crime number from the police? That may be necessary to prompt any action from BT.

https://www.actionfraud.police.uk/

[zax]

judas said:

Dumb question, but did you get a crime number from the police? That may be necessary to prompt any action from BT.

https://www.actionfraud.police.uk/

Thanks, I'm visiting from abroad so wasn't aware of this site. Report now submitted and crime number obtained. Didn't take long, let's see if it helps.