topic Re: Sim/Account Ownership Letter - About to throw my phone out the window in Pay As You Go

Sim/Account Ownership Letter - About to throw my phone out the window

olw_josh — Thu, 02 May 2024 17:52:34 GMT

Frustrating rant ahead.

Bit of context, I bank with Monzo and have a PAYG sim with o2

Monzo have asked for me to verify my telephone number with them by providing a "Sim Ownership Letter / Account Ownership Letter / Sim Purchase Reciept" from O2 as my number is currently registered to someone else's account, so I need to prove its mine in order to rectify this.

Fast forward 4 days later, I've spoken with 4445 (the supposed PAYG team) on four separate occasions with zero success, nobody knows what I'm talking about and say they can't help me as they can't view any details of me having an account, they tell me to go to the physical store or try live chat

Both live chat and the store tell me it's not possible and point me back to 4445 the customer service team.

I've tried to raise a complaint but nobody ever responds, I've tried live chat over and over (how awful of a service btw) and keep getting the same copy and pasted messages before the chat terminates and a follow up "rate your interaction" text comes through.

Why is it so hard as a PAYG customer to get any sort of proof that it's indeed registered to me and that I pay the top up each month, why is it so hard to speak to someone without them transferring me to a different department or sending me round in a loop?

Anyone have any idea that will prevent me from throwing my phone out the window

Re: Sim/Account Ownership Letter - About to throw my phone out the window

MI5 — Thu, 02 May 2024 18:32:43 GMT

@olw_josh

Try asking on social media

Re: Sim/Account Ownership Letter - About to throw my phone out the window

Bambino — Thu, 02 May 2024 18:50:43 GMT

@olw_josh How, exactly, would throwing your phone out the window resolve your issue? You also said in your post 'my number is currently registered to someone else's account', so it technically isn't your number. You will need the person the account is registered to to contact O2 to sort this out.

Re: Sim/Account Ownership Letter - About to throw my phone out the window

olw_josh — Thu, 02 May 2024 19:01:42 GMT

It is my number, it’s registered to me on o2 with my name, date of birth etc

You misread the point, a random someone in the world has used my number when setting up a Monzo account, I guess by accident. So now monzo need to check this number is really mine.

as for throwing my phone out the window, the customer service I have received so far is beyond atrocious and being sent round in loops is disrupting my zen (but it’s a figure of speech, not everything needs to be taken literally)

Re: Sim/Account Ownership Letter - About to throw my phone out the window

Bambino — Thu, 02 May 2024 19:16:12 GMT

@olw_josh I know it's a figure of speech.

You didn't say that it was a random someone who somehow took over your account. It sounded like you knew who it was. Do you have any idea how that happened? They probably won't, but have you asked your bank to help?

Re: Sim/Account Ownership Letter - About to throw my phone out the window

MI5 — Thu, 02 May 2024 19:19:59 GMT

@olw_josh

Anything you can show from your MyO2 that would help ?

My O2

Re: Sim/Account Ownership Letter - About to throw my phone out the window

olw_josh — Thu, 02 May 2024 19:37:02 GMT

I haven’t got any clue how it’s happened.

If I had to guess there’s a few things that could have happened:

- my number has had a previous life with someone else and it’s been rehashed when given to me

- the other random human when creating a monzo account has made a mistake and entered my number instead of there’s

But to be honest, this isn’t the point, Monzo have been incredible customer service wise - Monzo have asked me for a document from o2 which is usually called one of three things (as outlined in original post) and have confirmed that they have had examples of this type of doc from other PAYG o2 customers to verify telephone numbers so it should be relatively straight forward for them to verify my number on there side once I have it to give them.

My issue is talking to anybody at o2 who has any idea of what I’m talking about without pointing me in the direction of another team/department/method of communication - even the ‘supervisor’ wasn’t available and I was told it would take them 5-8 days to even address me

The myo2 app doesn’t provide any letterheaded official documents to download that show my name + my number and screenshots don’t cut it

Also as a PAYG customer the live chat service isn’t available, it’s only for pay monthly customers according to them (someone should tell the phone team on 4445 that as they keep sending me back to it)

Re: Sim/Account Ownership Letter - About to throw my phone out the window

pgn — Thu, 02 May 2024 19:54:05 GMT

You can get O2 via Social Media to send you a Proof of Usage, looks like this, @olw_josh

https://community.o2.co.uk/t5/Apple/Phone-barring/m-p/1614704/highlight/true#M170951

Do persist with nudging O2 via your preferred channel, all ways in the link just below - it took about 3 days of occasional nudges to get them to engage with me some months back, but at 08:00 one Sunday morning they reached out, and later that day I had received an apology and a refund, in my account as a credit. So it goes. Good luck!

Re: Sim/Account Ownership Letter - About to throw my phone out the window

MI5 — Thu, 02 May 2024 19:58:20 GMT

Indeed, socials suggested at the top of the page.

Re: Sim/Account Ownership Letter - About to throw my phone out the window

olw_josh — Thu, 02 May 2024 19:59:18 GMT

Wow, thank you - four days of speaking to customer service through the phone and live chat and nobody thought to mention this.

I’ve just messaged on Instagram and X and will cross my fingers.

Re: Sim/Account Ownership Letter - About to throw my phone out the window

pgn — Thu, 02 May 2024 20:09:18 GMT

@MI5 wrote:
Indeed, socials suggested at the top of the page.

Clearly tl;dr 😉

Re: Sim/Account Ownership Letter - About to throw my phone out the window

MI5 — Thu, 02 May 2024 20:10:38 GMT

Just pointless further post distractions.

Re: Sim/Account Ownership Letter - About to throw my phone out the window

Oxonian — Fri, 03 May 2024 18:15:38 GMT

@olw_josh wrote:
You misread the point, a random someone in the world has used my number when setting up a Monzo account, I guess by accident. So now monzo need to check this number is really mine.

@olw_josh

I am absolutely bemused by this and would suggest that it isn't your problem.

Surely the issue is between Monzo and the person trying to open the account ?

If you tell Monzo that you have not tried to open an account with them and will not be communicating with them further, then they will have revert to their potential customer and refuse to open the account.

Re: Sim/Account Ownership Letter - About to throw my phone out the window

olw_josh — Tue, 07 May 2024 16:32:29 GMT

I bank with monzo myself as mentioned in original post - all I’m trying to do is link my o2 number with my monzo account but I can’t because someone has already used my number

also, update o2 told me everything was good and they will get me a proof of usage letter out for my payg sim, I chased today and got this

‘😔 Proof of usage will refer to your handset only. When you're a Pay As You Go, your sim is not registered to your name unless you're in a Pay Monthly. As a resolution for this, are you able to log in to My O2? If not, try to register here ➡️ https://accounts.o2.co.uk/register This is the only way you can see that this number belongs to you.‘

pretty frustrating that so far I’ve been told 6 different things and my complaint after the first days phone calls still haven’t been addressed.

Re: Sim/Account Ownership Letter - About to throw my phone out the window

madasaf1sh — Tue, 07 May 2024 16:46:49 GMT

@olw_josh

Why not call o2 and ask them to change your number to a new number, as that way you know it hasnt been used, unfortunately that will mean you would have to give your new number to everyone.

This is the problem with PAYG there is no requirement to capture any data on the customer.. A couple of other things that might help:

1. Top up the phone using the o2 website

2. Ask Monzo for exactly what they need? It would be worth knowing if this is to open an account, or is for an account that you have currently have open.

3. Port the o2 number out to another Network such as Three or EE, who might need you to register before you port in..

Sorry to say but you are in the hands of Monzo and what they will accept

Re: Sim/Account Ownership Letter - About to throw my phone out the window

deag123456 — Wed, 08 May 2024 09:25:58 GMT

I think a new number is your only choice, I am not sure O2 will know you own the number either.