This is now the second time this has happened — once in August, and again today.
On both occasions, an eSIM was issued to another device without my permission, resulting in my bank account being hacked and unauthorised access to personal accounts.
I do use the iD Mobile app, but I did not request an eSIM change. The first I knew about it was a text message saying the eSIM was being sent and activated.
This shows there is a serious security flaw in iD Mobile’s eSIM process — there appears to be no robust verification or call-back to confirm that the genuine account holder has requested the change.
When I tried to resolve this by phone, I was told I had failed the security check because the hacker had changed my registered address. I was then instructed to email ID documents to support@idmobile.co.uk, which has a five-day response time — an unacceptable delay when my account and data are actively compromised.
The live chat service is also currently down, leaving me with no secure or immediate way to contact iD Mobile.
This is now the second major incident in just a few months, both resulting in financial loss, stress, and major disruption to my personal life.
I am requesting urgent action:
A full investigation into how this has happened twice.
Immediate action to secure my account and restore my existing number safely.
Written confirmation of what changes iD Mobile will make to strengthen eSIM security and customer verification.
Compensation for financial loss, time wasted, and the significant distress caused.
Please escalate this directly to your CEO or dedicated fraud investigation team, as frontline support channels are not resolving this and the risk of further loss is ongoing.
NB the issue above affected both my and my wife's accounts in August and mine this time round.
