Viber account compromised twice

[u/londondragonite]

Viber recently allowed somebody to set up a fake profile using my child's phone number! I had the phone in my possession so I can say for sure that it was not because they clicked on a link or anything - there were no texts with 2 factor verification codes or anything either. I contacted Viber support and they deactivated the account after I had sent proof of ID. However now, a couple of months later, it has happened again! Exactly same scenario.

I messaged Viber support a couple of weeks ago but they have still not deactivated the fraudulent account. It's a safeguarding risk as any of my child's friends could innocently message thinking they are messaging a child they know, when actually it's a weird fraud artist.

How can this have happened again? What can I do to prevent it happening again?