topic Re: Order not delivered, payment taken and fraud accusation?! in Discussions & Feedback

Order not delivered, payment taken and fraud accusation?!

IssyA — Wed, 12 Jul 2023 17:10:03 GMT

I ordered a Pay Monthly phone/tariff on Sunday and it hadn't arrived so I called up customer services - on SEVERAL OCCASIONS - to be placed on hold, passed to other departments, and had the call dropped. When I finally spoke to someone, they said that the order had been flagged as a fraud case, hence why it hadn't been shipped.

They told me they'd pass my case over to the fraud team to get it sorted but I STILL haven't heard from them and I'm currently hundreds of pounds out of pocket because of it. Nobody had tried to contact me about it, and it took me reaching out no several occasions to even get to this stage.

Shocking customer service - I just want to know what's going on, whether the order is coming, or how I can cancel it and get my money back. Hoping that someone from the O2 team sees this and helps me get it sorted.

Re: Order not delivered, payment taken and fraud accusation?!

madasaf1sh — Wed, 12 Jul 2023 19:23:46 GMT

@IssyA

If you are suspected of carrying out a fraudulent transaction, or committing fraud then what o2 can tell you is limited by law..

If you want to cancel then call 0800 081 0255 and speak to the Sales Team and they can process that for you.

But just so you are aware the fraud investigation will still continue..

Re: Order not delivered, payment taken and fraud accusation?!

IssyA — Wed, 12 Jul 2023 21:04:06 GMT

I've tried calling but either been fobbed off with a 'there's nothing we can do, the credit check is still pending', or the line has been disconnected.

I'm just feeling really frustrated because I've been trying to get this sorted for the last couple of days and am currently hundreds of pounds out of pocket, which, as you can imagine, isn't ideal in the current climate.

Re: Order not delivered, payment taken and fraud accusation?!

MI5 — Wed, 12 Jul 2023 21:25:16 GMT

@IssyA

I'll ask @O2Sarah- to look into this in the morning for you.

Re: Order not delivered, payment taken and fraud accusation?!

IssyA — Thu, 13 Jul 2023 07:34:17 GMT

Thank you!

Re: Order not delivered, payment taken and fraud accusation?!

O2Sarah- — Thu, 13 Jul 2023 07:42:03 GMT

Thanks for the tag @MI5

@IssyA I will send you a private message so we can look into this