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We take the issue of SIM swap fraud extremely seriously and have put in place measures to tackle it. Every employee in our 400 plus retail stores is given mandatory training, reinforced by regular reminders, which makes clear that a customer must supply photographic ID before completing a SIM swap in-store. To support this progress we have provided our stores with ID scanners.
It is therefore very disappointing that two employees did not follow this process. We are also deploying a new system which will highlight where staff override the controls.
Overall, we have seen SIM swap fraud declining as a result of the requirement for photographic ID to be produced, as well as greater cross-industry co-operation. One such initiative is enabling banks and financial services companies to better protect customers who take out a contract with us against any fraudulent activity on a victim’s bank account as a result of SIM swap fraud. We will continue to strengthen safeguards for our customers and work with banks as criminals become increasingly more sophisticated and attempt new ways to carry out fraudulent activity.