SIM swapping and call forwarding scams
19 September 2024
3 min read
Scammers are finding new ways to gain access to your phone to enable them to commit fraud. We've seen a rise in criminals using SIM swapping and call forwarding scams to trick their victims.
Find out how these scams work and ways to protect yourself.
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SIM swap is a genuine service which allows you to keep your existing phone number when changing phone providers or SIM sizes.
Scammers are now using SIM swapping to get access to your mobile phone number to make and receive calls and text messages.
This means that if a scammer tries to access your bank account, they can intercept any calls, text messages or one-time passcodes from us when we’re trying to warn you of suspicious activity.
Scammers contact your phone provider to carry out SIM swaps by using the phone provider website, call centre or in their stores.
Spot the signs of SIM swapping scams
It’s important to look out for these signs to avoid SIM swapping scams happening to you.
You receive a message or email about a SIM swap
If you receive a message or email about SIM swapping but did not request one, make sure you do not ignore.
Reporting this early can prevent scammers from accessing your calls and messages.
Contact us and your phone provider immediately.
You lose phone service
You will have no signal if the SIM is swapped so will be unable to make calls, send messages or use your data.
There may be a genuine reason for this, but if you lose service in an area where your signal is usually good, contact your provider to check what the problem is.
If they confirm there has been a SIM swap, do not ignore this and contact us immediately.
A call forwarding scam involves scammers tricking victims into enabling call forwarding on their phones.
It allows them to intercept your incoming calls, including those from banks and other financial institutions.
This means that if we suspect a scammer is trying to steal your money and we try to call you, they can intercept the call to prevent us from warning you. They may even try to trick us into believing we are speaking to you.
Spot the signs of call forwarding scams
Step 1
The scammer calls you and pretends to be someone from your mobile or internet service provider or even your bank.
Step 2
They may tell you that your account has been compromised or that there is a security concern with your SIM card.
Step 3
They’ll then tell you that you need to dial a specific code to fix the problem, such as *21 or **62* followed by a number, for example, *21*07123456789. The code can differ depending on the service provider.
Once you've done this, call forwarding is activated on your phone and all incoming calls are then forwarded to the scammer's number.
They can then intercept all of your incoming calls, including those from us if we’re trying to warn you of suspicious activity.
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Report any unexpected messages you receive about SIM swapping straight away.
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Look out for a loss of service on your mobile device if you're in an area where your signal is normally good.
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Never give out personal information to someone who calls you unexpectedly.
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Be suspicious of callers who ask you to dial a number to fix a problem with your account – no bank or phone provider would call you and ask you to do this.
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Review your phone settings and check call forwarding is set to 'disabled'.
Report fraud
If you believe you may have been targeted with a SIM swapping or call forwarding scam, call us immediately on 159.
Lines are open 24 hours a day, 7 days a week. Call charges.
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