A dream vacation turned into a financial nightmare for a Grimsby couple after they became victims of a sophisticated “SIM-jacking” scam while on a cruise holiday.
Stephen Ratchford, 64, and his wife Karen had embarked on what they hoped would be a relaxing getaway. However, their trip took a distressing turn just days into the journey, which began on October 3 in Malta. The couple discovered they had been targeted by scammers who had taken control of their mobile phone numbers.
Speaking about the incident, Stephen explained, “Some scammer got hold of new SIM cards with our numbers, which meant we lost ours and they had total control of our phone numbers.” Shockingly, the couple had never clicked on a suspicious link or answered a dubious phone call, which left them baffled as to how the scam unfolded.
Once the scammers took control of the Ratchfords’ phone numbers, they gained access to Stephen’s emails and accounts through two-step verification text messages. This allowed the fraudsters to drain funds from the couple’s bank accounts, apply for loans, and even secure overdrafts. HSBC UK was among the banks impacted, and a £25,000 loan was taken out in Stephen’s name.
Stephen said the experience was both financially and emotionally draining. “When you are stuck on the other side of the world on a ship, and you hear this sort of thing going on, it is quite worrying,” he added. Fortunately, the cruise company, P&O, allowed the couple to use the phone to address the issue, providing some relief amid the crisis.
The psychological toll of the scam was significant for the couple, with Stephen admitting, “It definitely messes with your head,” and revealing that he had become “paranoid” since the incident.
Despite the severity of the fraud, Stephen was not financially harmed. Once the fraud was identified, the banks involved swiftly canceled the fraudulent loans and overdrafts. The couple’s mobile provider, iD Mobile, also covered a £150 charge that had been racked up by the fraudsters on their accounts via premium messaging services. Furthermore, iD Mobile implemented additional security measures to prevent similar incidents.
A spokesperson for iD Mobile expressed regret over the incident, stating, “We’re sorry to hear about what’s happened here and sincerely apologize to the customer for this. By December 2024, we had covered £150 in charges and provided a gesture of goodwill payment of a further £75. Additionally, we have instituted further security measures to strengthen our verification processes.”
HSBC UK also commented on the incident, with a spokesperson saying, “We are sorry to hear Mr. Ratchford was the victim of fraud. Fraudsters are devious criminals who use every trick in the book to steal money from innocent victims, without any thought or care for the impact it might have on their mental or financial wellbeing.”
The couple’s ordeal has drawn attention to the growing issue of SIM-swapping scams, where fraudsters transfer a victim’s phone number to a new SIM card, giving them access to security codes for account takeovers.
Stephen, who describes himself as “quite savvy,” is now raising awareness about the risks of SIM-jacking, stating, “Two-tier verification is only any good if you are in charge of your phone… I’m guessing a lot of people haven’t heard of SIM card swaps.”
In response, Claire Webb, Acting Director of Action Fraud, confirmed that multiple reports were filed in connection with the incident. However, not all cases are passed on for investigation due to the volume of reports received annually. Webb emphasized the importance of vigilance in the face of increasing fraud and scams.
Stephen’s advice to others is clear: “Make sure you stay informed about the latest scams and take steps to protect your accounts.”
