topic Cancelled order and told to call the fraud team @Dave_O2 in Pay Monthly

Cancelled order and told to call the fraud team @Dave_O2

leepoll71 — Tue, 06 May 2025 19:13:36 GMT

My wife recently ordered an upgrade on her pay monthly tariff. The order was processed and was out for delivery this morning.

Not long after recieveing a timeslot from DPD, she got a text message to say the phone was on it's way back to o2 because I (the main account holder) had reported fraudulent activity, which I haven't.

She was told to contact the fraud team, but after 6 phone calls between us we havn't been able to speak to the fraud team and just keep getting told that they (the adviser) have put a note on the account requesting that the fraud issue is removed.

Has anyone else experianced this recently? Is there anyone who can help to resolve the issue.

We have been o2 customers for 10 years and never had such poor service.

Thanks in advance.

Re: Cancelled order and told to call the fraud team

MI5 — Tue, 06 May 2025 18:58:55 GMT

@leepoll71

You can't contact the fraud team and even if you could, they wouldn't talk to you whilst there is an active investigation ongoing.

All you can do is to keep badgering customer services

Re: Cancelled order and told to call the fraud team @Dave_O2

leepoll71 — Thu, 08 May 2025 15:17:00 GMT

All sorted now. I went to an o2 store who dealt with it there and then. 202 customer service and the social media is a waste of time.

Re: Cancelled order and told to call the fraud team @Dave_O2

pgn — Thu, 08 May 2025 18:32:02 GMT

@leepoll71 wrote:
All sorted now. I went to an o2 store who dealt with it there and then. 202 customer service and the social media is a waste of time.

You got, as most of O2 CS is a bit below par, lucky. Well done @leepoll71

Don't knock it 👍🏼

Re: Cancelled order and told to call the fraud team @Dave_O2

MI5 — Thu, 08 May 2025 19:13:10 GMT

Good news @leepoll71