topic Re: Is it normal for o2 to request card details including cvv for direct debit? in Pay Monthly

Is it normal for o2 to request card details including cvv for direct debit?

Wanny89 — Sat, 16 Sep 2023 08:57:38 GMT

I'm starting a new sim only deal and they requested cvv along with other bank details. Is this normal? I'm worried I might get scammed.

Re: Is it normal for o2 to request card details including cvv for direct debit?

madasaf1sh — Sat, 16 Sep 2023 09:26:13 GMT

@Wanny89

Yes if done on the website, it is used as another step of verification, and the £1 gets refunded straight back to you, in a store you would be asked to use your card via chip and pin..

All networks do this..

Re: Is it normal for o2 to request card details including cvv for direct debit?

Wanny89 — Tue, 19 Sep 2023 06:30:50 GMT

Thanks, but it was over a phone call and they had called me back which was what made me suspicious

Re: Is it normal for o2 to request card details including cvv for direct debit?

TallTrees — Tue, 19 Sep 2023 06:49:08 GMT

Hi @Wanny89

Welcome to the o2 Community forum

I understand your concern. It's very worrying now even talking to legitimate people.

If you are still concerned perhaps you could pop into an o2 shop.

Good luck

Re: Is it normal for o2 to request card details including cvv for direct debit?

MI5 — Tue, 19 Sep 2023 06:58:49 GMT

@Wanny89

If you think you’ve been the victim of fraud – whether it’s because you’ve given details to someone over the phone, or clicked on a link in a suspicious text or email there are things you can do:
Contact your bank if you think you may have given out financial information. They can help protect your account and stop transactions.
Change your account and online account passwords. Not just your O2 account. All of them.
Forward fraudulent texts to O2 for free on 7726.
Contact Action Fraud on 0300 123 2040.
Call your Virgin Media or O2 customer services number if you think somebody’s taken out a contract using your details.
Virgin Media customers can phone 150 from their landline or 0345 454 1111 from any other phone.
O2 customers can call 202 from their O2 phone or 0344 809 0202 from any other phone.

You can block the number that called you, or any number you think may be suspicious.

How to block a number:

https://www.samsung.com/us/support/answer/ANS00062352/

https://support.apple.com/en-us/HT201229

There are also these links to look at:

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/

Re: Is it normal for o2 to request card details including cvv for direct debit?

MattieT — Thu, 05 Oct 2023 07:04:08 GMT

A similar thing happened to me recently and it felt very suspect even though I called them on the official number. First they explained the CVV was for a credit check and then when I questioned this they changed and said it was for a direct debit. I wrote a complaint to O2 a few weeks ago as this felt like a scam, but not heard anything back yet

Re: Is it normal for o2 to request card details including cvv for direct debit?

Bambino — Thu, 05 Oct 2023 08:55:12 GMT

@MattieT If you initiated the call and were using a number from the official O2 website your concerns are unfounded. If you give O2 a credit or debit card number over the phone, they need to be able to verify that you are who you say you are, and to do that they need the CVV number of the card you've given them. If they don't have that they can't authorise any transactions.

Re: Is it normal for o2 to request card details including cvv for direct debit?

Oxonian — Thu, 05 Oct 2023 19:31:00 GMT

@Wanny89

Please take careful note of the words of @Bambino :-

"If you initiated the call and were using a number from the official O2 website...."

Please do not click on links in text messages or e-mails sent to you and do not return a missed call purporting to be from O2. Something called "number spoofing" can make it look like O2 are are 'phoning you when it is actually a call from a scammer.

Re: Is it normal for o2 to request card details including cvv for direct debit?

MattieT — Thu, 05 Oct 2023 19:59:14 GMT

@Bambino @Thanks for the response. My concern is they didn’t even need my credit/debit card for what they were asking for - a basic credit check (needing name, address etc) or a direct debit mandate (needing sort code and account number). I realise it’s standard practice to stop the call recording when sensitive financial information is given, but something doesn’t feel right when the recording is stopped and then an unnecessary level of information is needed with card details, expiry and CVV. If agents are asking for this stuff they need to be able to articulate why it’s needed and the reason they gave didn’t stack up..

Re: Is it normal for o2 to request card details including cvv for direct debit?

jonsie — Thu, 05 Oct 2023 20:08:22 GMT

Over 25 years with O2 and I have never been asked for my CVV number except when topping up a PAYG account

I think I would be looking at getting that card blocked and a new one issued unless it's your only debit card

Only takes a few days to receive a new card in the post

Re: Is it normal for o2 to request card details including cvv for direct debit?

Oxonian — Thu, 05 Oct 2023 20:33:13 GMT

@MattieT

Have you considered making a complaint ?

How to Complain | Help | O2

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

Re: Is it normal for o2 to request card details including cvv for direct debit?

MattieT — Thu, 05 Oct 2023 20:46:56 GMT

Yeah I made a complaint on 8th Sept, followed it up on 25th Sept, and again this morning - and not had any response back yet..

I only moved to O2 in early Sept!

Re: Is it normal for o2 to request card details including cvv for direct debit?

Oxonian — Fri, 06 Oct 2023 17:56:29 GMT

@MattieT

I think that Resolver might be your next step :-

How to Complain | Help | O2

Re: Is it normal for o2 to request card details including cvv for direct debit?

fuqa2 — Sun, 10 Dec 2023 12:22:56 GMT

Firstly I have been with O2 for over 20 years.

I called O2 yesterday initially to have my PAYG SIM reactivated as they keep deactivating it even though it is used a lot. Still waiting... I use this for authentication for one of my email accounts and can't access my email, thank you O2. I called them again today and was informed they only action this Monday to Friday!! Why wasn't I told yesterday.

I also want to upgrade my PAYG SIM only contract and during the call the advisor spoke at 100 miles an hour, I kept asking him to please slow down as I wanted to hear what he was saying before I agreed to the new tariff. O2 still haven't updated my new adress which I submitted over a year ago, and each time I speak with an advisor and ask them to do this it is not done.

It got to a part where he said he was turning the recording off and then asked me for my long card number, my account number and sort code. I have never been asked for these before when changing my tariff as I have a standing direct debit with O2 and when I change tariff the amount just changes, I don't need to provide any further bank or card numbers.

For me this sounded the alarm bells. I told him I wasn't proceeding, he was very disappointed, and I rang off.

The offers are also much cheaper when you call than choosing an option online. As O2 outsource to a call centre and some of the staff are abrupt and just want to close a deal or pass you off to a different team as soon as possible, I find trying to get the correct support very annoying. Some staff are way more helpful than others, but you can't always get through to them.

O2 please improve your service, you've gone down hill.

Re: Is it normal for o2 to request card details including cvv for direct debit?

madasaf1sh — Sun, 10 Dec 2023 12:36:46 GMT

@fuqa2

First off it you have PAYG you do not have a direct debit you have a Continuous Payment Authority, which is completely different to a direct debit.

Secondly under PCI rules call centres are not allowed to record Card Details been passed over the phone, this is to protect the customer, this is completely normal and to be honest more call centres will pass you to another line to make the payment, then transfer you back, some don't they hit a button which blanks out the card number as you read it out...

If you are PAYG You are not on a contract, so just get some sim cards from other networks and move simple as that, you just need to get your PAC code from o2..

Re: Is it normal for o2 to request card details including cvv for direct debit?

fuqa2 — Sun, 10 Dec 2023 12:47:18 GMT

@madasaf1sh

Thank you for the reply. Sorry that should have read 'upgrade my monthly contract SIM', not PAYG SIM. I know the difference it was a typo. As I said O2 have not asked me this before for when changing my tariff under my direct debit. I get turning the phone off so details are not recorded, but I'm not prepared to give every single bank and card number, expiry date and security number over the phone when they've never asked for these before. Thanks for your suggestion but I'll be staying with O2 for both SIMs, but will be going to an O2 shop to get my SIMs sorted.

Re: Is it normal for o2 to request card details including cvv for direct debit?

Oxonian — Sun, 10 Dec 2023 15:40:31 GMT

@fuqa2

Going to an O2 retail store is an option, but you might not get the most competitive prices whilst on the High Street :-

Store locator | O2 UK | Find Your Nearest O2 Store

https://stores.o2.co.uk/

An alternative is to upgrade via Uswitch :-

SIM Only Deals: Compare our best in December 2023 - Uswitch

https://www.uswitch.com/mobiles/compare/sim_only_deals/

I have never used Uswitch myself, but I understand that this is a wholly automated system that takes you to MyO2 to complete the upgrade ; so that avoids giving your personal details to any individual.

Re: Is it normal for o2 to request card details including cvv for direct debit?

fuqa2 — Wed, 13 Dec 2023 20:55:16 GMT

Thank you for your suggestion, I used Uswitch and was redirected back to O2 to the 'non visible' offers and upgraded to the tariff I wanted using my existing direct debit and did not have to provide any bank or card details during the process. Result!

Re: Is it normal for o2 to request card details including cvv for direct debit?

Calrid123 — Thu, 14 Dec 2023 13:52:39 GMT

To be honest I would never give my cvv over the phone it's so open to fraud, I had O2 phone me, and asked for it and I just hung up on them. No way on Earth I am giving that out, not even if they were standing in front of mr asking for it, the Bank does not even know it. It's actually sad that they even ask since they have no right to ask whatsoever for that information. Even the bank would never ask you that.

Re: Is it normal for o2 to request card details including cvv for direct debit?

Oxonian — Fri, 15 Dec 2023 19:04:45 GMT

@fuqa2

I am glad you are sorted !