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Because there will always be people like my mom who can't remember their account PIN but get super pissed when on the phone, ask to speak to a manager, etc...

Defending against social engineering attacks is HARD, because the only real mitigations against them could also result in locking out the real owner of the account.

It is frustrating, but we have to accept that a phone is not a security device.

Or strive to fix the issue.

In Russia unlike Europe one has to provide an ID to reissue a SIM card, but criminals often have accomplices inside a provider who can do it without any documents.