'Scammers took out a £1,400 mobile contract in my name' – how to protect your identity from theft

Grace: 'I was at looking at buying a house – then my credit file took a hit'

Grace, 24, is self-employed and lives in Hampshire. In April 2026, a letter from debt collection agency Overdales arrived at her parents' address, where she'd lived until a couple of years earlier.

The letter said she owed £1,424.95 in relation to an iD Mobile account. "I have never had any dealings with iD Mobile, so I knew straightaway this was fraud," Grace said.

She immediately contacted Overdales, which directed her to iD Mobile. But when she tried calling the provider, she was asked to enter an iD Mobile phone number, which of course she didn't have. "It felt like I was going around in circles. It was incredibly frustrating."

Eventually, Grace managed to report the fraud by messaging iD Mobile's Instagram page on 8 May 2026 – but was still chasing for updates over a month later. By that time the debt had hit her credit report.

She told us: "I'd been working really hard on getting my finances in order as I was looking to buy a house and then this happened.

"I just don't understand how it was allowed to get to this point, why there weren't further checks and then why I only found out when debt collectors started chasing me for overdue debt."

iD Mobile confirmed the account was fraudulent

iD Mobile told us it investigated Grace's report "promptly" and concluded that the account was fraudulent within three days. Overdales then closed its case, and the negative marker was removed from Grace's credit file in June 2026.

The firm also acknowledged that it had directed Grace to the wrong phone line and said it was addressing this internally. Its dedicated fraud line – which doesn't require you to enter a mobile number – is 0800 652 1928.

How this type of fraud can happen

Report Fraud – the scam reporting service run by the City of London Police for England, Northern Ireland, and Wales (it's Police Scotland in Scotland) – told us Grace was likely the victim of identity fraud. This is where criminals use stolen personal information – for example, your name, date of birth and address history – to obtain goods or services.

iD Mobile told us that it doesn't require photo ID as standard when orders are placed or collected. Instead, it verifies orders using a debit or credit card matched to the applicant's address. It then only asks for additional proof of ID if there's "cause for concern".

This is different to some other providers' policies – three of the biggest (EE, O2 and Three) told us they DO ask for photo ID on collection, though a fourth (Vodafone) only asks for a debit card.

In Grace's case, iD Mobile said the card "matched the applicant's address", so its system didn't trigger additional checks.

While it's not clear exactly how the scam was carried out, there are several possible explanations. For example, Report Fraud says the fraudsters may have first taken out a card in Grace's name, then used that to place the iD Mobile order. Or they could have gotten hold of her genuine card details from a data leak, or through a 'phishing' attack where you're tricked into sharing your details.

How to protect yourself from identity theft

We've full help in our 20 ways to stop scams guide, but here are some quick tips:

1. Destroy important documents before throwing them away. This includes anything with your name, address or financial details on it.

2. Avoid sharing too many personal details on social media. Criminals can exploit what you share to target you.

3. Never reveal your password, login details or account numbers to unsolicited callers. Especially those claiming to be from your bank or building society. Also be aware that a bank will never ask for your PIN or for a whole security number or password.
   
   If you're concerned about the source of a call, say you'll get back to them, then either call 159 or find your bank's number independently.

4. Check your bank statements regularly and report anything suspicious. Keep a lookout for any payments you don't recognise. If you're expecting a bank or credit card statement and it doesn't arrive, tell your bank or credit card company.

5. Keep an eye on your credit report. If someone is making false applications for credit in your name, it will appear on your file. See how to check your credit report for free.
   
   It's especially worthwhile to check your credit file two to three months after you've moved house, Report Fraud says. You may also want to redirect your post after moving.

Lost money to a scam or handed over details to someone you suspect is a scammer? Head to our Help, I've been scammed! guide.