Account was Hacked changed pin and security questions

Highlighted
Not applicable

Account was Hacked changed pin and security questions

My Account was hacked they changed my pin and security questions and my phone service just ran out so I can't Top Up so I can reset with my phone number. I don't have access toThe email address I signed up with. Please help

8 REPLIES 8
Highlighted
Agent

Hi there, @Adean1917. Please remove your personal information from the public view and send us a private message to take a closer look.

Highlighted
Newbie

Hi. My phone number is *****. My ex hacked into my boost act and changed the pin. And has been stalking every phone call I make etc. How can I fix this please help!

Highlighted
Agent

So sorry to hear that, @Krissy. We'll be happy to help. Please, send us a private message with your phone number and the last PIN you remember.

To send a private message just click on the picture of any Virgin Mobile agent and, in the next screen, click "send this user a private message". 

Highlighted
Not applicable

How can I email you! My screen is shattered and I can’t see my text to recieve my pin. Can u help me?
Highlighted
Not applicable

This just happened to me yesterday, Feb 23, 2019.  My phone was working fine in the morning.  Then I tried calling and it wouldn't go through.  It said something couldn't be validated and to call Customer Service.  I tried logging into my account on the VMUSA website but couldn't because my PIN wasn't working.  I later checked my email and I received a message saying my PIN and my security question and answer was changed.  The Customer Agent kept trying to send me a text with a new PIN but I kept telling them my phone wasn't accepting any calls or texts.  They tried calling me but it just rang and went to voicemail.  This person has activated a phone with my number and is now receiving my calls and texts!!!

I called back Customer Service today and they're FINALLY escalating my call to an account specialist who will supposedly call me back today.  I also checked my credit card and saw multiple Virgin Mobile charges on my account yesterday and today.  I'm sad to see this has happened before and not one email to let customers know about this potential security issue.  As a long time customer, I'm very disappointed.

Highlighted
Agent

We are so sorry that happened, Tamclain. Can you shoot us a private message so we can investigate?

Highlighted
Not applicable

I have the same problem...I received an email that my pin & security question/answer was changed. 2 purchases were made. I called the live advisor, we don't remember the answer to the security question. Help!
Highlighted
Agent

So sorry to hear about this experience, Jmess13. We want to help! We value your privacy and security. Due to the nature of your concern, we would like to authenticate your account, but for us to do this in a secure way we need to take this to a private channel where we can discuss private account information. Please send us a private message along with your phone number, the PIN and a brief description of your request.

Highlighted
Not applicable

Account was Hacked changed pin and security questions

My Account was hacked they changed my pin and security questions and my phone service just ran out so I can't Top Up so I can reset with my phone number. I don't have access toThe email address I signed up with. Please help