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Finding out you might have been a victim of mobile fraud can be stressful, but don't worry, you've come to the right place. We're here to help. This guide explains the different types of fraud and walks you through exactly what you need to do.
An iD contract has been set up in my name without my permission.
This type of fraud is when someone uses your personal details to open an iD Mobile account and purchase a contract without you knowing about it.
What to do.
Your first and most important step is to get a Crime Reference Number. Before we can investigate, you must report the incident to Action Fraud, which is the UK's national fraud reporting centre. You can visit their website at actionfraud.police.uk or call them on 0300 123 2040. Please make a note of the Crime Reference Number they give you.
Once you have your Crime Reference Number, the next step is to contact us on Live Chat. Our team is available from 9am to 8pm Monday to Friday, and 9am to 6pm on weekends and bank holidays. Just let the agent know what's happened and be ready to provide your Crime Reference Number and your contact details, including your full name, email, and postcode.
What happens next?
Our dedicated Fraud Team will then launch a full investigation, which can take up to 21 days to complete. We'll keep you in the loop and will email you with the outcome as soon as it's finished.
If we confirm the account is fraudulent, we'll take care of everything. We'll start by disconnecting the fraudulent account right away. We'll then work to remove any impact from your credit files with Equifax and Experian. Finally, we’ll blacklist the device’s IMEI, which stops it from being used on any UK network.
Someone has gained access to my iD Mobile account.
This is when a fraudster manages to gain control of your mobile number. They usually do this to intercept important verification codes, often called One-Time Passcodes or OTPs, that get sent by text from your bank or email provider.
This can happen in a couple of ways: an unauthorised number switch (PAC/STAC fraud) or a SIM swap.
1. My number was switched to another network (PAC/STAC Fraud)
This is when a fraudster gets a PAC or STAC for your number and uses it to move your mobile service to a different network. You might be a victim if you suddenly receive a text with a PAC or STAC code you didn't ask for, or if your phone unexpectedly loses service for a long time.
2. My SIM card was swapped without my permission (SIM Swap Fraud)
This is where a fraudster deactivates your SIM and uses a new one with your number on it. A key warning sign is getting a text to confirm a replacement SIM has been ordered when you haven't requested one. Just like with PAC fraud, another sign is your phone suddenly losing its signal.
What should I do?
If you suspect either type of account takeover, it's vital to act fast.
First, you should secure your other important accounts. Contact your bank to let them know your mobile number may be compromised and change the passwords for critical accounts like your email and online banking.
It’s also very important that you never share any one-time passcodes (OTPs) you receive by text with anyone - unless you're speaking directly with our customer service team via Live Chat or phone, and we’ve told you to expect one. In those cases, we’ll send a verification code for that chat or call by SMS and ask you to quote it back to us to confirm your identity. This is the only time it’s safe to share an OTP. If you receive a code and you're not in contact with us, do not share it - even if the request looks genuine.
Finally, get in touch with us on Live Chat straight away so our team can help secure your iD Mobile account.
What happens after?
When you tell us what's happened, we'll take immediate action. We’ll bar the line to prevent any more unauthorised use and add an extra layer of security to your account for peace of mind. If your number was switched, we’ll work quickly to get it back to iD Mobile. We will then send you a new, secure SIM card to get you safely reconnected.
