topic Re: Account existed for 2 years I never made and being charged in Discussions & Feedback

Account existed for 2 years I never made and being charged

w_G_A — Tue, 21 Oct 2025 18:27:34 GMT

I recently discovered that a O2 account I never made has existed and I have paid the bill of for two years… raised a fraud ticket was closed instantly tried to call the customer service team I may as well have asked my dog for information won’t give me a update because I can’t pass the security checks on a account I didn’t make but I pay for then told me to go to store this is absolutely ridiculous what can I do to close all O2 accounts now including my main one as this has been so irritating they can keep a account that shouldn’t exist more secure than my own bank details

Re: Account existed for 2 years I never made and being charged

w_G_A — Tue, 21 Oct 2025 18:44:21 GMT

Short of escalating to the communications ombudsman I don’t know what else to do it’s annoying as I have been with O2 for nearly 6 years and this is the first bad experience but it’s quite severe

Re: Account existed for 2 years I never made and being charged

madasaf1sh — Tue, 21 Oct 2025 18:50:12 GMT

There is nothing anyone can do to help you as this is not customer services, but a customer to customer community.

In my view, if you have paid the bill for 2years, then the onus will be on you to prove you didn't create the account, as by paying the bill you have accepted liability, and why has it taken you 2 years to report it..

Sorry to say somat sounds off..

Re: Account existed for 2 years I never made and being charged

w_G_A — Tue, 21 Oct 2025 18:53:01 GMT

I get that I had a watch plan that was a similar price and when I run out of contract I assumed it came in a separate bill when I cancelled that two months ago and saw a bill come through last week I then looked into it and realised it’s a completely separate account with a number I have never had and a account I cannot even access contacted chat etc and not got anywhere was looking for advice rather than a instant solution

Re: Account existed for 2 years I never made and being charged

w_G_A — Tue, 21 Oct 2025 18:53:47 GMT

The bill price was within pence to what my watch plan was so I always assumed it was that only when I looked a lot closer I found it was not

Re: Account existed for 2 years I never made and being charged

MI5 — Tue, 21 Oct 2025 18:55:06 GMT

@w_G_A

make a complaint

Customer Complaints Code

Re: Account existed for 2 years I never made and being charged

w_G_A — Tue, 21 Oct 2025 18:59:22 GMT

Where do I complain I’ve raised a fraud ticket and they closed the case with no updates or even a email I can’t even get a update as I don’t know the information for the account as it’s not mine 😅

I had a collegue who had a similar problem where his phone number and email were used but not his bank details and it took him months to sort just that

Re: Account existed for 2 years I never made and being charged

MI5 — Tue, 21 Oct 2025 19:28:18 GMT

All details in the links I posted @w_G_A

Re: Account existed for 2 years I never made and being charged

w_G_A — Tue, 21 Oct 2025 19:33:37 GMT

Thank you I’ll be going down to my local O2 in the morning and then to the bank if I have no luck there appreciate your time 👍

Re: Account existed for 2 years I never made and being charged

MI5 — Tue, 21 Oct 2025 19:41:07 GMT

Good luck

Re: Account existed for 2 years I never made and being charged

jonsie — Tue, 21 Oct 2025 22:51:45 GMT

As a matter of interest a watch plan comes with it's own phone number different from your own mobile number.

Re: Account existed for 2 years I never made and being charged

w_G_A — Wed, 22 Oct 2025 16:00:35 GMT

Thanks all to the help it’s all sorted now was something Virgin messed up with it seems they have refunded half of the costs which’s is fair enough given I’m a idiot and took 2 years to realise the account existed