topic Help please Fraud in Pay Monthly

Help please Fraud

Ed999 — Wed, 29 Nov 2023 09:23:43 GMT

Hello all,

I'm tagging in @O2Emma and @MI5 because I've read a lot of good stuff with them helping people.

I recently ordered 2 sims on 2 different accounts (one is mine and one is my partner). I ported in from our old providers. Mine ported and was almost immediately canceled, hers seems to have been cancelled mid port. No we both have no phone numbers (just bought a PAYG SIM).

I have called customer service who have told me to email the fraud team. I've done that with no response. I've also given customer service our temp numbers and they said they would pass on.

Can anyone please help!

Both of our phones are out and they are needed for our various parents emergency contacts, 2 step verification etc. I also have an email account I use for business that my number is connected to. Thank you!!!

Re: Help please Fraud

Enlli — Wed, 29 Nov 2023 09:28:38 GMT

Emma is no longer on the forum as all O2 advisors have been removed.

M15 is a customer like yourself.

The problem is that once things are in the hands of the fraud team everyone's hands are tied as to what they can do.

Re: Help please Fraud

Ed999 — Wed, 29 Nov 2023 09:34:26 GMT

Thanks Enlli. There is a lot of anxiety as to whether we will get these numbers back. We've had them for over 20 years. And a lot of 2 step verification needs you to verify in order to change the number for 2 step verification!! We could permanently lose access to some accounts.

Do the fraud team have a direct contact or a method to somehow speed up the process! I'll go to Telefonica HQ with my passport if I have to!

Re: Help please Fraud

MI5 — Wed, 29 Nov 2023 09:48:35 GMT

@Ed999

Ask O2 to provide you with a PAC for each number. There's no reason to refuse unless the accounts are in arrears.

Once you have the codes, move your numbers to a different network, either contracts or as PAYG.

Once fraud are involved it will take months to get a resolution and there's no sense into why we see so much of this intervention just lately either.

the fraud department are not customer facing and probably won't respond to you but their email address is o2fraudteam@telefonica.com

Re: Help please Fraud

Ed999 — Wed, 29 Nov 2023 10:40:21 GMT

Thank you, ive asked, but CS have said they can't give me a pac code while it's with the fraud team.... maybe I can try again as I'm aware things vary depending on who you speak to

Re: Help please Fraud

MI5 — Wed, 29 Nov 2023 10:44:06 GMT

@Ed999

I would certainly ask again and keep pushing.