Hacked email used for a scam, possible useful evidence

[zebidee88]

We have  a 92 year old friend and her email contacts were all sent an email saying she was unable to phone because she had lost her voice, this prompted a reply which then received a reply saying she was away from home and needed money could they send her some. Additionally she had not received any emails for three days. We sent her a couple but they did not get through.

I have just had a look at her email settings and found that someone had redirected all incoming email to a gmail account inher name which she does not own, and emails sent by her were being deleted. I have changed her email and main account passwords.

I have the email address her mail was being forwarded to, would TT be able to use it to trace what was done or who did it?

[Ady-TalkTalk]

As long as whoever registers for your friend has Power of Attorney I'll be able to help. Otherwise I think the best path would be to get a complaint raised into CEO the chat teams can do that for you. That would only be necessary if the devices are still hacked. 

Ady

[zebidee88]

Hi @Ady-TalkTalk      If I can just set the scene, I am the husband of a close friend who gets asked to help when there is a problem.   I have just called the affected person, she is over 90 has severe hearing problems, a pacemaker, and is not tech minded, she does not have the capability to join the forum and was not even aware that she had an online account. She will try and get one of her family (not local) to step in and help her.

In the mean time I have entered her email address, full name and address, TT phone number, account number, and the scam email address in my personal notes. Would it at least be possible to have a look whilst she tries to sort a distant relative to help her? I image that time is of the essence, she also appears not to be the only one on the forum with this problem.

[Ady-TalkTalk]

Hi zebidee88, I'd need your friend to register on here in order to help. But you need to run anti virus checks on all their internet connected devices and only once that's done reset the passwords again. Its more than likely your friend clicked on a link in a mail that let to the hack of their email. 

Ady

[Gliwmaeden2]

It's always better if the customer can post in their own right, @zebidee88, due to security issues.

Normally you would need to have PoA or nominated user status to help a friend on here.

If you put your friend's affected email address in Private Notes, and their full name, home address, Talktalk phone number and account number, staff may be able to take a look.

Also add the fraudulent address, clearly indicating it in Private Notes. 

This area is near the end of Personal Information in the profile area. SAVE CHANGES. 

Have you run a virus check  / malware check on all relevant devices?

Staff will be back during the day. Look out for their replies Monday to Friday in the thread.