Horrific handling of suspected fraud

Thank you for bringing this to our attention. We’re truly sorry for the stress and frustration this experience has caused. SIM swap scams are extremely serious, and you deserved more support and clearer guidance from the moment you reached out. While we're glad the situation was caught in time, we regret that our response left you feeling unsupported — especially with no immediate follow-up, limited after-hours help, and lack of direction on securing your account. That’s not the experience we aim to provide.

We'd like to take a closer look at the account so we'll be sending you a private message.