New contract after Sim Swap Fraud

[DS1]

We were victim of Sim Swap fraud a couple of weeks ago when 3 Customer services gave a PAC code to a fraudster who took over our number.  In order to get the number back, we have had to take out a new contract which is more expensive and has no data roaming like the existing one had.  Given that it wasn't us who stopped our contract - it was 3 giving away our number to criminals, can anyone explain how 3 get away with this? Its robbery both from the fraudsters and from 3, given it was their poor practice in the first place?

[jr0]

Hey @DS1 

I'm really glad that Three was able to recover your number, although not so good you are paying more now on new contract (with increased price and end term). Such lack of awareness and a bit out of touch imo by Three.
Any good costumer service would set things even, as they were before or close to it and then would offer some sort of compensation/voucher for all the troubles caused.

If I was in your shoes I would be on a call with support trying to get it sorted with someone reasonable and can relate to the situation (in other words, not the 1st level of support agents). No need to say I'd be raising a complaint with Three, ombudsman and ofcom, specially when the PAC was shared to the fraudster by the support agent (still wondering if was there any validation/authentication by the agent when talking with the fraudster)