Pharmacy Manager Loses $534,000 in Bitcoin Due to SIM-Swapping Scam

Raelene Vandenbosch, a pharmacy manager from Squamish, has initiated legal action against Rogers Communications and Match Transact Inc., alleging that she lost over $534,000 in bitcoin in 2021 due to a SIM-swapping scam. The bitcoin, which was worth approximately $1.8 million as of July 4, 2025, was stolen after a hacker, posing as a Rogers technician, convinced a Match-owned mobile phone kiosk employee in Montreal to share their computer screen. This allowed the hacker to gain access to Vandenbosch's account information and download it onto a SIM card in their possession. The hacker then hijacked her account, locked her out, and stole the bitcoin.

Vandenbosch's lawsuit alleges negligence, breach of privacy, and breach of contract against both Rogers and Match. She is seeking restoration of the amount the bitcoin was worth at the time it was stolen, plus damages and a public admission of wrongdoing by Rogers or Match. In response, neither Rogers nor Match has admitted or denied the allegations, instead arguing that any resolution should be made through arbitration rather than in the courts. Vandenbosch signed an arbitration agreement with Rogers as part of her cellphone plan.

In a recent decision, B.C. Supreme Court Justice Anita Chan ruled that the case must go to arbitration, except for the part seeking a public admission of wrongdoing, which the judge ruled can proceed because it is in the public interest. Chan did not rule on the facts of the case in her decision. The effective result could be that if Vandenbosch continues the suit and either company is forced to admit fault, she still doesn't get paid back for the lost bitcoin. She could continue to pursue the case with the possibility that she will not be able to recoup much of the money, or she could opt to appeal Chan's decision.

Vandenbosch's central argument for why she should not be required to go through arbitration rests on amendments made to the Business Practices and Consumer Protection Act in March. The government amended the legislation so cell phone companies can no longer impose these agreements on customers, arguing forced arbitration hurts consumers. Vandenbosch contended that these new rules must be retroactively applied to her case. Justice Chan disagreed, citing comments by Attorney General Niki Sharma in the legislature in which she said the rules are not meant to be retroactive. The B.C. Ministry of Attorney General clarified further, stating that the prohibition came into force on Royal Assent of Bill 4 on March 31, 2025, and applies to new disputes that are launched after the date of Royal Assent. This means if a supplier had a pre-existing contract with an arbitration clause, the parties are no longer bound to arbitrate if they were not already in arbitration at the time.

In her decision, Chan offered one caveat: the case can proceed under a section of the Business Practices and Consumer Protection Act that allows for resolution in the public interest. This section predates the spring rule changes and allows for a judge to order a company to publicly accept responsibility or make changes and restore "any money or other property or thing" that was acquired through activity found to violate the act. Vandenbosch's claim seeks to have Rogers publicly declare it engaged in "deceptive" or "unconscionable" acts in this case, but this "restoration order" might not apply to the bitcoin. It is generally used to force a merchant to pay back money to a customer who is suing. In this case, the money wasn't taken by Rogers or Match. And, according to her court filing, after four years, Vandenbosch still does not know who took the bitcoin.

The case highlights the growing concern over SIM-swapping scams, where criminals gain access to personal information through various means, including purchasing stolen info on the dark web, then posing as the victim to a wireless provider. The Canadian Telecommunications Association has noted that SIM fraud is a global phenomenon and that wireless providers are continually strengthening their security measures to protect customers against fraudulent activity. However, the case also raises questions about the effectiveness of arbitration agreements in protecting consumers' rights and the need for stronger regulations to prevent such scams in the future.

This lawsuit underscores the increasing demands for enhanced security measures by telecommunications firms in the face of frequent SIM swap scams targeting the crypto sector. The theft of 12 Bitcoin, valued at around $531,000 during the incident and now worth approximately $1.8 million, emphasizes the significant financial losses individuals can experience due to these scams. The persistent threat to cryptocurrency security highlights the need for better protection mechanisms by service providers to safeguard against such incidents.

Vandenbosch expressed her distress, stating, "The value of what was stolen has risen dramatically, and it feels like an injustice that I may not be compensated for this." The lawsuit against Rogers reflects broader issues affecting the telecommunications sector, placing a spotlight on the demand for enhanced customer protections to prevent such scams. Legal and regulatory perspectives may evolve in response to these lawsuits, potentially leading to more stringent security protocols. Historical trends demonstrate a repeated pattern of financial loss through SIM swaps, prompting calls for better protection mechanisms by service providers to safeguard against such incidents.