Two Phone Numbers Have Been Hacked and Took More than a Month to Get Back, What Compensation I Can Ask for?

jowu15 on 11/08/2025 - 14:31
Last edited 11/08/2025 - 14:43

I recently went on an European holiday for 7 weeks, about half week into my holiday I noticed my Australia phone number has no reception, but I had international roaming. I rang Amaysim and I was told the phone number has been steal from me(I did not lost my phone). I request to disconnect the photo number from hacker and get it back. I was told to disconnect from hacker I have to supply my Ids and takes a couple of days. I was so worries hacker can get into my banks account so I rang my bank and take netbank offline, I had great difficulties to access my money and at greater cost, but better than lost all my savings.

I contacted Amaysim again and got instruction to download esim but its not working, then my second phone number also been hacked. I have to buy two more numbers from Australia to maintain both business and personal contacts. I contacted Amaysim to activate esim but I was told their resolution team will contact me to get it connected. Thats the only way to get my phone to activate. I waited for three weeks still no calls from Amaysim and I lodged a complaint to Telecommunication Industrial Ombudsman.

Within a few days all sorted but Amaysim refuse to compensate me for unable to use my mobile phone number for just over a month.

These days Amaysim had no customer service at night and their response to hacking are really slow and unsatisfactory, thats why I have to take my Netbank offline. Anyone who choose Amaysim has to be careful about it.
What kind of compensation I can ask for?

Thanks for reading my post

PS: I changed my password right after Amaysim told me my phone number was stolen and I changed my password and even email address two days later but my second phone number still been stolen.

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Comments

  • Fredfloresjr on 11/08/2025 - 14:36

    $410,000

    Fredfloresjr on 11/08/2025 - 14:36 (Collapsed - Offtopic. Show)
  • mskeggs on 11/08/2025 - 14:38
    +1

    You can take legal action against your supplier for any direct costs their actions cost you.
    Amaysim might argue they did the best they could in the circumstances of your travel and a hacker accessing your account.
    There would not be damages for consequential losses - if you had to pay extra for phone calls home or similar.

    • jowu15 on 11/08/2025 - 14:41

      Thanks for your reply. I forgot to mention in my post, I changed password right after Amaysim told me my phone number was stolen and I changed email address and password a few days later but hacker was still been able to hacked into my Amaysim account and steal my second phone number.

      • freefall101 on 11/08/2025 - 15:49
        +1

        Are you sure they hacked into your account? Porting out a phone number doesn't require account access, they just need to provide enough ID to a provider to do a port.

        Considering the timing, I imagine someone has gotten access to your passport and used that as ID, finding out your phone number would be easy (and if they needed a medicare number or something that's pretty easy to find thanks to multiple data leaks).

        It's a pretty good scam, people leaving the country are less likely to be monitoring their phone while overseas and you need to show your passport to a lot of people when exiting the country. It's lucky you were diligent.

        • jowu15 on 11/08/2025 - 16:01

          You raised a great question. I am not sure if they hacked into my account or just ported out my phone number. How do I determine which one they did?

        • Edeena on 11/08/2025 - 20:08
          +1

          You need both ID and the verification code they send to phone to port number nowadays. How did this happened not once but twice? OP should have received an sms with the code to port, how did you miss it if you were using roaming?? How did the hacker get the code to confirm porting? Is this hacker someone you know? Like if you use Apple devices, Messages are linked on all devices (Watch, iPad, Macbook etc) so hacker doesn't need to have your phone, they could still get the code via your other devices if they have access to it. Or maybe if you use ios, your Apple ID is hacked, hacker just used their own Apple device, signed into your account and got those messages and deleted before you could see it.

          • Hirolol on 12/08/2025 - 10:53
            +2

            @Edeena: yeah something doesn't add up
            he must have fallen for a phishing scam and was maybe trying to activate a travel sim?

          • jowu15 on 13/08/2025 - 15:28

            @Edeena: Hi Edeena thanks for your details reply. I thought about this verification code issues as well. I did not receive it, or at least I did not see it when I lost my first phone number; the second time, they rang me and pretend to be from Amaysim and I was waiting for Amaysim to ring me because my esim not work, so I did got the verification code and gave to them.

          • jowu15 on 13/08/2025 - 15:39

            @Edeena: I am very sure its not hacked by anyone I know. My partner who is the only one can have access to my devises and we were travelling together at the time and he cannot even fully use his smart phone.

            • Edeena on 13/08/2025 - 16:37

              @jowu15: If you use iPhone, they probably hacked your email, got hold of your Apple account and got the code through it for the first number. But you don't have Apple id linked with the second number and so they couldn't get the code. They rang you instead and unfortunately you gave them the code.

              • jowu15 on 14/08/2025 - 13:54

                @Edeena: Thanks for the explanation. You are right I am using an IPhone and they hacked my email address.

              • ATTS on 14/08/2025 - 15:29

                @Edeena: How do they usually hack email addresses?

                Also is it true when they notice login from different device they send a notification email?

                • Edeena on 14/08/2025 - 16:59

                  @ATTS: My guess is OP was using same password on his accounts and didn't have two factor authentication on. Another possibility is that OP was using a hacked public wifi or accidentally clicked on some phishing links and gave away info.

                  They send notification when there's a new log in for Gmail. You can add a recovery email and whenever there's a new device logging into your account, you will get the notification to that email too.

                  • ATTS on 14/08/2025 - 18:17

                    @Edeena: Thanks, oh same pwand no 2fa, also if using unsafe public wifi does using an vpn safeguard you?

                    So phishing links if you accidentally click and close without entering has anything already been compromised?

                    That gmailfeature is good!

                    • Edeena on 28/08/2025 - 13:39

                      @ATTS: Accidentally clicking on phishing links and not entering anything would be no problem, just clear the web browser history and cache after that.

                      If you have VPN subscription then turn on VPN whenever you use public wifi/free hotel wifi. That should be good enough.

        • NeoX on 01/09/2025 - 14:13

          I think with the 1 ecosystem eg, you can get text on your phone and any device linked to it like ipad etc. I think it's easy for scammers to obtain the key sent to your mobile.

          That's my theory. Of course person would had gone through a phishing email or something first too.

  • Stewardo on 11/08/2025 - 15:00
    +2

    Call Jim Rockford, $200 a day plus expenses.
    His methods might be unorthodox, but he will get this sorted out.

    • DashCam AKA Rolts on 11/08/2025 - 15:35
      +2

      Yeah, nah. Dennis Denuto is your go to.

      • Stewardo on 11/08/2025 - 18:22
        +3

        Just don’t ask Dennis for a copy of the contract.

        • Montyjpm on 12/08/2025 - 07:20
          +1

          Can't believe no-one said Better Call Saul.

          • kiitos on 12/08/2025 - 07:51

            @Montyjpm: I'll phone a guy who'll phone a guy…who'll phone another guy.

    • battler on 12/08/2025 - 08:51
      +2

      I prefer:
      Got a problem? Odds against you? Call the Equalizer.

    • dan2k on 13/08/2025 - 09:04
      +1

      If you've got a problem and no one else can help, and if you can find them, maybe you can hire, the A-team!

  • try2bhelpful on 11/08/2025 - 15:10
    -1

    Itemise your out of pocket expenses and then ask for recompense. They probably won’t compensate you for just inconvenience.

    • jowu15 on 11/08/2025 - 15:56

      Thanks Thats a great idea and fair one as well, but Amaysim staff said they can only compensate me on the money I spend with them, plans I paid for.

      • simplystu on 11/08/2025 - 20:23

        Which is pretty much standard … They only owe you for the $ of service that they are CONTRACTED with you for …. even according to telco ombudsman website.

        If you wish to be reimbursed for say - lost "potential business" - while your business number was unavailable … You would need to take it to court.

      • Muppet Detector on 17/08/2025 - 21:25

        This makes the most sense to me.

        They're only responsible for the service they didn't provide.

        So if service cost $50 a month and they failed to provide that service, then that's likely the most they would be liable for.

        If you wanted additional compensation, you probably need to prove they were negligent and I doubt they will voluntarily help you to do that, somebody else is going to have to do that, determine an amount you are owed and then force that payment.

  • McMaferMur on 11/08/2025 - 16:00
    -1

    Even optus didnt get fine… you wont get anything

  • payless69 on 11/08/2025 - 16:18

    Ombudsman: 20 calls, 70 emails and you get $20!

  • Stealtho on 11/08/2025 - 18:09

    Must be a full moon tonight

  • minniethemoocher on 12/08/2025 - 13:16

    More importantly did you find out how they were hacked? There are some pretty stringent safeguards in place.

    • jowu15 on 13/08/2025 - 15:32

      They hacked into my email address.

      • JumpingUnicorns on 18/08/2025 - 16:20

        So nothing to do with Amaysim then?

      • Muppet Detector on 29/08/2025 - 06:59

        They hacked into my email address.

        So why do you think that this is an Amaysin fault and they are liable for any loss or inconvenience you incurred?

      • Muppet Detector on 29/08/2025 - 07:18

        . I was so worries hacker can get into my banks account so I rang my bank and take netbank offline, I had great difficulties to access my money and at greater cost, but better than lost all my savings.

        Matey, if they've hacked your email, you probably have a few more things than your phone number to be concerned about.

        e. I waited for three weeks still no calls from Amaysim and I lodged a complaint to Telecommunication Industrial Ombudsman.

        Within a few days all sorted

        What do you mean, all sorted?

        Is the email account that was hacked still in play?

        Amaysim refuse to compensate me for unable to use my mobile phone number for just over a month.

        They weren't the reason that your email was hacked and you lost access to your phone number, so why do you think they owe you compensation?

        Sure, I get they could compensate you the service fee for the three weeks you couldn't access their service, but I don't understand why they would have to because they did provide the service but something from your end prevented you from accessing it.

        These days Amaysim had no customer service at night and their response to hacking are really slow and unsatisfactory,

        But the hacking had nothing to do with them, did it? Wasn't this caused because your email was hacked?

        How could they have responded to something outside of their control?

        What kind of compensation I can ask for?

        Maybe the three weeks service fee for which you couldn't access, but realistically, I can't see a legal reason for that, they did provide the service that you paid for, apparently the reason that you couldn't access it was at your end, not theirs?

        I have to buy two more numbers from Australia to maintain both business and personal contacts. I contacted Amaysim to activate esim but I was told their resolution team will contact me to get it connected.

        This all makes sense to me. They became aware that something from your end had been hacked. Presumably they had to make sure the next numbers they connected weren't also at risk of hacking especially if this could somehow affect their framework and that of other users.

  • Banks on 15/08/2025 - 11:08

    You should turn off messages syncing on your iPhone.

    Regarding Android, Google Messages will only sync if it is the same number so it's difficult for a hacker to read your messages unless they steal your sim card.

  • nekro on 17/08/2025 - 11:03

    Bikies?

  • Muppet Detector on 29/08/2025 - 07:22

    rang Amaysim and I was told the phone number has been steal from me(I did not lost my phone). I request to disconnect the photo number from hacker and get it back.

    How did the phone number get stolen?

    What was the point in disconnecting the hacker and reassigning the same number back to you?

    If the hacker was able to take control of your number the first time, what would stop them from doing it again?

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