Victim of fraud

[Amna]

Basically someone ordered IPhone on my name , I was shocked when direct debit is set on my account, I informed my bank and cancel it , reported to 02 also to action fraud , it’s been 8 months, I called hundred times, send a lot of emails to fraud team , when I called the customer service they said our manger will call you in 48 hours , but no one call me back, never, I’m fed up, please help me , I’m international student here , they put default account on my credit report, I don’t know what to do , please help me

[Bambino]

@Amna This is not O2. This is a customer community. If you've reported the fraud to O2, to the police, and to your bank there's no other advice or help anyone here can offer. The only thing you can do is to continue contacting customer service in the hope that a competent person will act on your request.

You could try contacting O2 via social media if you haven't done that as yet:
Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

There are also these links to look at if you haven't before:

https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice
https://www.o2.co.uk/help/safety-and-security/unwanted-calls-and-messages
https://www.actionfraud.police.uk/

[Oxonian]

@Amna 

In your position, I would be inclined to make a formal complaint to O2 about the apparent lack of progress :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

Now there are reasons why the fraud team cannot update you about an ongoing investigation ; these are connected to criminal law and also to the money laundering regulations. And your case could be part of a much larger investigation into a group of "professional" scammers. If you search this forum, you will find links to various national newspaper articles and a television programme about scams carried out in the name of O2. 

Hence, I suggest that you do not consider taking your complaint further. Given that eight months have elapsed, you are simply using the complaints' procedure as a way of reminding O2 that you await an outcome and are desperate for some kind of finality. 

Please keep us informed of developments.