Chapter 2 - Fraud Types Affecting Customers
Case Studies Of Telco Scams
Case Study of how a Telco should respond to SIM-Swap Fraud
(Click on the cards below for more information)
What Happened?
A criminal spoofed a Telco company’s number and swiftly moved the customer onto a messaging site, claiming a new SIM was needed. They persuaded the customer to forward emails and pay for a fake SIM-swap, then ordered a high-value device on the customer’s account. After receiving unexpected device-contract emails, the customer contacted the company directly, and the account as confirmed as compromised. The company then stopped the delivery, preventing the criminal from obtaining the handset.
What Did The Telco Company Do Well?
- Detected unusual account activity:
- Recognised that the device-contract emails did not match the customers behaviour
- Responded promptly when contacted:
- Acted immediately once the customer queried the unexpected emails
- Identified the account had been compromised:
- Confirmed the fraud quickly and prevented further misuse
- Stopped the device delivery:
- Prevented the criminal from obtaining the high-value handset
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