[kictanet] Unauthorised SIM swaps while roaming

[Mike Theuri]

Dear Listers,

There seem to be a number of sim swaps reports that point to possible
insider actions within the service provider. Ostensibly such swaps seem to
target Kenyans traveling or living outside the country for an
extended period of time.

The most likely way they seem to happen would be if the service provider
employers were involved in facilitating the swap.

As these tend to be Kenyans resident outside the country, what recourse or
measures can they take to ensure the problem is addressed and action is
taken against the culprits?

Are there regulatory contacts and/or corporate officers other than customer
service where such issues can be drawn attention to, more so for
individuals who cannot present themselves in person by virtue of being
outside the country?

Are there alternative consumer protections that exist where a provider
cannot be expected to credibly investigate and implicate itself in such
actions for liability reasons or alternatively where procedures are
employed in such a way that a consumer faces numerous hurdles and laborious
procedures to resolving such issues?

Being asked by some of the likely actors of the swap to report such issues
to a police station which is thousands of kilometres away is impractical in
a timely fashion. Particularly when it appears the acts are being carried
out within the service provider by employees taking advantage of Kenyans
they determine to be living abroad and likely in collusion with 3rd parties.

More detail in the below articles. In the first instance, the complainant's
comment in response to the news article offers more context to their
complaint, they appear not to have exhausted procedures outlined in "Terms
and Conditions". While they did not succeed in the court case, it is
apparent they were able to prove the aspects of insider actions. Without
insider collusion such acts would be difficult if not impossible to carry
out.

Regards,

Mike

US man who sued Safaricom for Sh4,300 due to fraud loses case
https://www.facebook.com/standardkenya/posts/pfbid0gdoH1xbvRh8SUtcw195SX1bUC43oL1E2byx2ZQeg2wsNNK2phDWsFhXf7VkVUqGtl

Man In Court Seeking Ksh.400K From Safaricom
https://www.citizen.digital/news/man-in-court-seeking-ksh400k-from-safaricom-n307745

Incident 3 involving customercare at safaricom.co.ke. Some potentially
identifying minor detail is omitted:

I misplaced my Kenyan phone while traveling here in Canada sometime in May
this year .
I called Safaricom on June XX, 2022 asking them to replace my SIM card with
one of the SIM cards I had with me.

They advised that since I was out of the country , I could not do it over
the phone but needed to email them the request.

I sent the email to them on June XX. On June XX, 2022 they sent an email
asking me to send all my details:
1. New SIM card serial
2. Passport / of number
3. Passport copy and ID copy
4  My most recent MPESA transactions

On June XX, 2022 I sent them all the details minus copies of my id /
passport

They responded by asking me to send them a copy of ID, passport and exit
stamps.
I did not send them this and a few days later I found my previously lost
phone.

I called Safaricom and they advised me that my phone is not locked /
blocked and that I could continue using it.

Since I do not use my Kenyan phone while in Canada it was not charged.

On September XX, 2022 I noticed Whatsapp activity on my Kenyan phone.

I called Safaricom and they said: You swapped your phone on June XX, 2022
and you have been using your MPESA account a lot recently.

In summary:
I do believe the Safaricom employees swapped my phone immediately I sent
them information indicating I was out of the country
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