Locked out of hacked account

Sorry to hear this is happening to your mother. Two things to check right away: is her phone still working normally, and did she get a text asking her to reply YES to confirm a transfer? If one comes in, don't reply to it at all — that text is the confirmation step of a port request, so it should never be confirmed unless she started it herself.

Since the scammer changed the login email, the Forgot Password option won't get her back in — the reset would go to their address instead. Let me flag a rep here to follow up on her case.

Whether it's here, on the callback two things are worth asking for: a formal fraud investigation on the account, and Port Fraud Protection on the line. Port Fraud Protection is a free transfer block meant for exactly this situation — a victim of an unauthorized port, or of a breach / identity theft. It gets added within 24-72 hours and she'll get a confirmation SMS. More information here https://www.koodomobile.com/en/help/port-fraud-protection

this guide is worth going through as well https://www.priv.gc.ca/en/privacy-topics/identities/identity-theft/guide_idt/

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