Good morning, @merovic. Welcome to the Virgin Plus Community, and thanks for your post.
Your concern is totally understandable, and no one could blame you for wanting to take extra steps to make sure your account and identity are safe. Rest assured though, we at Virgin Plus take every step before a SIM swap can be completed, either legitimately or fraudulently, to make sure you as a Member are kept safe.
For starters, any SIM replacement as you describe must be completed in-store with a piece of legitimate, valid photo ID. The representative in-store will also take steps to confirm that you or anyone else are authorized to complete the change on the account. They'll explain our text authentication process, and the steps you'll be taking alongside them to protect your account and identity. At this point, you'll have 90 minutes to approve or deny the authentication.
Lastly, if at any point our retail representatives are skeptical or run into difficulties with the authentication process, they are encouraged to contact our Loss Prevention team ASAP. As part of of the authentication process to make sure you stay safe, they have the discretion to pause and have our experts double check and investigate further. Once our Loss Prevention team is satisfied with the info provided both by you as a Virgin Plus Member, and that provided by the retail representative, they'll approve the SIM replacement to go ahead.
For more info on how we at Virgin Plus work to keep Members like you safe, check out our page on Security and Privacy at Virgin Plus
If you yourself believe yourself to be a victim of fraud and your Virgin Plus account may be potentially compromised or at risk of being compromised, you're strongly encouraged to contact us at 1-800-509-9904 for immediate assistance.
We hope this reassures you that you're safe with Virgin Plus. Let us know if you have any further questions or concerns.
