This is what happens when you offshore jobs
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The copy of the complaint is here (pdf).
https://www.courthousenews.com/wp-content/uploads/2018/08/SIMSwap.pdf
Says that the employee was "cooperating with the hacker". That's a bit different from saying that the employee was deceived or tricked by the hacker.
Probably a sleazy non union ihx rep
And they have identified the insider retail sales rep..(USA based) who assisted. Sounds like someone didn''t do their job correctly or benefited from the act.
Actual damages was $23.8 million. The rest is a plea for punitive damages.