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?

[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.