Some Digicel customers have had their WhatsApp accounts hijacked in recent days after experiencing an issue with their short message services (SMS).
The users, all of whom identified that they used the Digicel mobile service, told the DAILY NATION that along with the loss of their social media instant messaging account, they could no longer receive SMS messages.
Message system
The short message system, which relies on the cellular network, is used to send standard text messages among mobile users. It often serves as the medium for two-factor authentication and security logins for personal accounts such as WhatsApp or, in some cases, mobile banking accounts.
In the case of WhatsApp, whenever users make an attempt to log into their account, they are asked to enter a verification code which is sent to their phone number.
According to one user, the issue with their SMS began a few weeks ago where she received unrequested verification codes to her phone appearing to be from WhatsApp.
“When you get those, you don’t actually get a button to select anything. All it says is if you didn’t request it, ignore, so obviously I’m going to ignore it, but I was getting between two and ten messages a day. That also was then combined with getting emails that when I hit translate were in Arabic, but from WhatsApp.
“I reported it to WhatsApp, because I was concerned. And then WhatsApp got back and said that as long as I do not respond or not use the verification codes, and that I have my own two-step verification code in place, which I do, that there is no way that someone else can hack my WhatsApp basically,” she said.
Two days later she was abruptly logged out of her WhatsApp account, and attempts to regain access by requesting a verification code were unsuccessful since her phone was not receiving text messages.
“I could not get my own verification code by a text message or by a telephone call. Then it would say you’ve requested too many times, but I had only requested it at that moment, so obviously someone else was trying to get in,” she explained.
The customer said she contacted Digicel after discovering that other customers were experiencing the same problem, but pointed out the telecom company reported that there were no issues from its end, linking it instead to a WhatsApp matter.
Another customer said his account was intact but has since been receiving messages with verification codes sent to his account.
More complaints
A third user said he made complaints at the Warrens, St Michael branch of Digicel where he was informed by customer service that other users reported the same issue.
“My WhatsApp account was stolen, many other people that I know had their WhatsApp account stolen and for some reason, Digicel cannot give a public statement about this at all,” the frustrated customer said. “The worst part is that a lot of our SMS verifications are used for banks. Everyone is talking about WhatsApp but what happens when the bank sends you a verification code? You can’t receive it, you can’t use your bank account, and somebody needs to ask some questions at Digicel,” he said.
The DAILY NATION reached out to Digicel for comment, but up to press time there was no response.
Earlier this year, the company experienced a data breach where a file containing personal information, including customer names, physical addresses, email addresses, phone numbers and Digicel account numbers was shared externally.
(JRN)
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