victim of sim swap fraud. live chat reporting not helpful | iD Mobile Community
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victim of sim swap fraud. live chat reporting not helpful

  • September 19, 2025
  • 7 replies
  • 246 views
J
New Contributor

I have been the victim of sim Swap fraud. I have a physical SIM card and received an unexpected sms message from id mobile saying that my SIM activation is in progress. The next day the SIM card in my phone no longer worked - no service, no calls, no sms messages. 
 I checked the id mobile account info and someone had changed the billing address and billing email. I was unable to change the address and email back to the correct as it required sms verification  

I contacted id mobile through live chat and explained all of the above including the fact that the billing address was wrong. They said they would send out a new physical sim and said they would send it to the billing address, even though it was the address of the fraudster!

I managed to eventually get them to agree to send it to my actual address by supplying a utility bill. 
 

currently waiting on new SIM card. Managed to block sim via the app. 
 

still cannot correct the billing email and the new address has a typo. 
 

can anyone help with the next steps I should take?

    7 replies

    Tyler C
    iD Mobile Employee
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    • Tyler C
    • iD Mobile Employee
    • September 22, 2025

    Hi there ​@Jfmelville3000, I would recommend re-contacting the live-chat to continue their investigation with you.

     

    Thanks,

    Tyler

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    J
    New Contributor
    • Jfmelville3000
    • Author
    • New Contributor
    • September 22, 2025

    Hi - I did re-contact them yesterday as the scammer has managed to change the billing address again. 
    I did not receive any reassurance that after receiving a new SIM card that the fraudster would not be able to steal my phone number again, unless I cancelled the phone number altogether. Is there any way to prevent a repeat of the sim swap fraud other than disabling the phone number permanently?

    Tyler C
    iD Mobile Employee
    Forum|alt.badge.img+24
    • Tyler C
    • iD Mobile Employee
    • September 23, 2025

    Hi there ​@Jfmelville3000, we’re very sorry to hear that. I would recommend asking the live-chat to set up a password on your account of your choice, that only you would know, and state that each time you contact us, you want the password to be sent as a further security protocol. You can also ask the agents to add an event on your account to ensure all agents moving forward are more vigilant when it comes to yourself contacting us, and so they may ask further security details only you should know.

     

    If you have any issues with them doing so, let us know here and we’ll drop you a PM.

     

    Thanks,

    Tyler

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    J
    New Contributor
    • Jfmelville3000
    • Author
    • New Contributor
    • September 29, 2025

    Tyler - thanks for the advice. We’ve received new SIM card and it has been activated however the mobile signal bars are greyed out on the iPhone 8 so not sure if the SIM is fully functioning at the moment. I’m doing some fault finding on that at the moment and then I will follow your advice on the account security. 
     

    if you have any advice for the greyed out mobile signal bars on the iPhone 8 then I would appreciate that. Thanks. 

    Tyler C
    iD Mobile Employee
    Forum|alt.badge.img+24
    • Tyler C
    • iD Mobile Employee
    • September 30, 2025

    Hi there ​@Jfmelville3000, sorry to hear that. 

     

    Unfortunately, the iPhone 8 isn’t supported on our network, so features such as data, texts and calls may not work I’m afraid due to the 3G turn off. Please see compatible devices below:

     

     

    Therefore, you may need to purchase one of these devices listed above to be able to use our network features I’m afraid.

     

    Thanks,

    Tyler

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.
    J
    New Contributor
    • Jfmelville3000
    • Author
    • New Contributor
    • October 5, 2025

    I did managed to fix it. Followed the help article about the 3G switch off. The thing that fixed it was to reenter my number under settings> phone. 
     

    also now added a password to my account via webchat and asked them to add an event. 
     

    thanks for your help. 

    Tom
    iD Mobile Employee
    Forum|alt.badge.img+25
    • Tom
    • iD Mobile Employee
    • October 6, 2025

    Hi ​@Jfmelville3000 

     

    No worries, let us know if you require any further assistance.

     

    Tom

    Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.

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