Dubai: Fraudsters are using stolen or lost Emirates IDs to subscribe to post-paid phone numbers, leaving residents with bills worth thousands of dirhams, victims told Gulf News.

After losing their IDs, the victims have received huge bills for multiple phone numbers in their name, as well as reminder calls from their phone company to settle the dues.

Customers said they then have to take time off work to file and follow up complaints with their phone company and authorities.

In some cases, weeks after one subscription fraud complaint is resolved, another fraudulent subscription pops up for the same customer. Customers said they have to start the process of resolving the issue all over again.

It is not immediately clear how exactly fraudsters pull off the scam, since a customer is normally present in person when subscribing to a new number. Signatures are also checked for a match and other documents, such as salary certificates, are sometimes needed as well.

Earlier this month, Gulf News reported on the plight of a customer being asked to pay at least Dh14,000 in bills related to six post-paid mobile numbers fraudulently issued in his name. After investigations, his issue was resolved. Now, a number of other victims have stepped forward with similar complaints since then.

One customer, who identified himself only as M.K., said his phone company is re-investigating why he is being billed around Dh27,500 for five post-paid numbers and five mobile phones, which he says he never bought.

M.K., 39, who is from India, said his wallet was stolen on a Dubai public bus last November. He added that he promptly reported the theft to police and a new Emirates ID was issued to him based on the report. However, since last December, he said he is receiving bills from a telecom company.

“Initially, they said their investigation found me liable. But how can that be? I was never at the customer terminals where the subscription applications were taken; I never signed anything; and the ID used was a stolen ID,” he added.

Another victim of identity theft said he is facing a bill of Dh4,200. Umma Shiri Mahendran, a Sri Lankan, said a copy of his Emirates ID was used to subscribe to services of a phone company.

“Instead of resolving my issue, I was offered to make a payment of Dh2,000 to close the case. They say there is a contract against the number. I’m not disputing there isn’t a contract. My complaint is that the contract was signed by someone else — it is clearly not my signature. A copy of my ID was stolen and used. Someone has created an account in my name without seeing me or my original ID,” Mahendran said.

Meanwhile, Indian expat Jasmin Sibi said she had been receiving calls from phone companies since November 2014 to settle dues for numbers she never subscribed to. She lost her wallet, which contained her Emirates ID, in April 2014.

“Every alternative month I would get a call regarding charges for another fraud number. And every time I would have to repeat the whole story again to the phone company representatives. The bills were approximately between Dh3,500 and Dh4,000 each time. I was really fed up,” Sibi said.

“The phone company has solved my case and the calls have finally stopped. I can relax now, I’m so happy. But you wonder how this person — or persons — managed to take out so many numbers in my name.”

Telecom operators’ response

UAE telecom firm etisalat said it uses biometric fingerprint verification as added security for its new customers.

“New subscribers have to present valid documentation like Emirates ID or passport at the retail outlet. Biometric fingerprint verification is another level of security introduced at etisalat retail outlets while registering new customers,” it said.

“In a scenario when a customer’s Emirates ID or passport is stolen, the customer is required to lodge a police complaint immediately and notify etisalat’s customer care. This will help avoid misuse of the customer’s original ID and any resultant fraud activities using the customer’s documents.”

Du, another UAE telecom operator, said it always urges its customers to be on guard as well.

“As a responsible operator, we do our utmost to educate our customers on fraud. Reiterating the seriousness of the issue, we encourage them to be vigilant and take action to prevent fraudulent activity which could impact them and other members of society,” du said.

“In the instance of a lost Emirates ID, du urges customers to immediately notify the authorities and report the matter as soon as they notice their card is missing, so that the card can be deactivated.

“In the unlikely event of fraudulent activity reported by a customer, we escalate the matter to the relevant authorities and carry out a concurrent investigation. Once the case is confirmed as fraud, any telephone number related to the fraud is immediately disconnected and the customer is not liable for any of the charges incurred.”