I’m hoping someone help as I’m hitting my head against a brick wall with Customer Services.
Recently topped up a PAYG SIM with a considerable amount for my elderly folks only to discover that the phone and sim have just been damaged by water. I called Customer Services to get a replacement SIM (and credit) sent out and found out that the account holder of the SIM card is no one we know! They have owned the SIM from new and until we provide Virgin with the full account holder name there is nothing they can do.
Thanks for your reply. The SIM card is really old...potentially 10 years+ and they can’t remember where they bought it from. I wouldn’t mind if it only had tenner on it but there’s quite a lot on there and I’m sure they never registered the phone.
It’s really frustrating as I can more than likely answer all the security questions that customer services would ask. I could even tell them the numbers they’ve called.
Thanks for your post. I would agree with @enlli that it would not be fraud if you or your family is in possession of the SIM and are currently using and maintaining it. It might also be linked to the origin of the SIM, where it came from and perhaps how it was registered at the time, which they unfortunately can't recall.