topic Re: Unauthorised account with O2 in Discussions & Feedback

Unauthorised account with O2

Anonymous — Sat, 18 Jun 2016 22:54:04 GMT

July 27th 2015 I bought an iPhone from Carphone Warehouse online on a 24 month contract with O2 , using my Barclays current account, happy and all fine.... Forward to 9th December 2015 I arrive home and there was delivery of an IPhone same model as one I bought in July , the invoice said Carphone warehouse on it so I phoned to ask why on earth they'd sent a phone , and they said they hadn't and the only phone they'd sent was the one in July 2015 ,, I left the phone unopened , a few weeks later I received an email from O2 saying Thankyou for joining O2 and my next step was to activate the phone and money would start being taken from my account on a certain date .. I phoned 02 to tell them that I had not prefers or paid for this second phone and didn't know where it had come from as CPW had said it wasn't from them . O2 said it definitely was , I made phone call after phone call to both O2 and CPW over weeks and weeks , eventually CPW said it was their error and apologised after taking the complaint higher , they said they'd arrange for phone to be collected and that would be the end of it ..... I then had demands from O2 for non payments of dd , I had to go through the whole story again .. It all went quiet until a few weeks ago I had a letter from Lowells demanding £556 !! ... I explained situation they said they'll give me 30 days to investigate ,, they sent a letter saying that I'm liable as all the details eg my address , bank details match to the O2 account, which of course they would , and that my credit rating is affected and I will pay more costs of I don't start paying... What the hell do I do ?? I can prove by my bank statements there was no second purchase fur a phone other than that where do u stand against Lowells in proving I never opened a second account ????

Re: Unauthorised account with O2

Cleoriff — Sat, 18 Jun 2016 23:15:23 GMT

Hi @Anonymous it really seems as if there has been a major mistake made on your account. You need to put in a complaint following this link http://www.o2.co.uk/how-to-complain

Re: Unauthorised account with O2

jonsie — Sun, 19 Jun 2016 03:10:33 GMT

I would also Google 'CEO O2' and email his office with a contact number. But this needs sorting now as getting O2 to remove the marker on your credit file is anything but easy. Keep a record of all calls made and the names of people you have spoken to.

Re: Unauthorised account with O2

Bambino — Sun, 19 Jun 2016 08:54:08 GMT

What a horror story! If they've admitted the error, CPW needs to take the responsibility for this and help the OP resolve this. Why are they not doing that?

Re: Unauthorised account with O2

MI5 — Sun, 19 Jun 2016 09:07:57 GMT

I'll tag @Toby too who can help put you in touch with the correct people to sort this out.

Re: Unauthorised account with O2

gindygoo — Sun, 19 Jun 2016 12:32:22 GMT

Did they actually collect the phone? If so, have you got a receipt for it?

Anyway a complete nightmare, CPW needs a kick up the backside. Do as suggested and look up the CEO of O2 and email his office.

Re: Unauthorised account with O2

Anonymous — Sun, 19 Jun 2016 12:46:57 GMT

I assume the fraud team would need to be involved

Re: Unauthorised account with O2

Anonymous — Sun, 19 Jun 2016 18:18:42 GMT

Thankyou for helping,, No the phone still hasn't been picked up !!! It's still in its sellophane ! All that came with it was a CPW invoice as I said ,, I waited and waited for it to be picked up eventually phoned them again and had to go through the story again!! And stil not picked up......,
Thankyou everyone I will have to go higher abd use the links you have given me ,, it occurs to me though that CPW did not protect me data to allow this to happen
thanks again

Re: Unauthorised account with O2

Toby — Mon, 20 Jun 2016 08:59:02 GMT

Hi @Anonymous,

Welcome to the community. I'm Toby, the Community Head. what was the last thing CPW said to you?

Re: Unauthorised account with O2

Anonymous — Mon, 20 Jun 2016 17:18:07 GMT

Phone never picked up,, there was an invoice with it and cost of £59.99 paid ,,, I checked with bank no money taken, as I said phoned can CPW and they said invoice number doesn't match their records and only phone bought by me was the one in July, O2 adamant I bought it as account , address etc matches my legitimate one I took out in July
Thankyou btw

Re: Unauthorised account with O2

Anonymous — Mon, 20 Jun 2016 17:21:18 GMT

In the endCPW accepted it was an error, apologised , and would cancel any money owing and arrange a courier yo pick up the phone , neither happened

Re: Unauthorised account with O2

gindygoo — Tue, 21 Jun 2016 11:27:07 GMT

@Anonymous

It all sounds so very stressful, and quite worrying as well.

Maybe you might benefit from getting in touch with the fraud team. Although I'm not sure if you can actually initiate a call to them or if they get referred to you by O2 customer service.

@MI5 might be able to advise on whether it's (A) a good idea and (B) how to go about it.

Also you should pm @Toby as he's requested as there'll be sensitive info he will need that can't be given on the open forum (remember we're just customers like yourself) that just anyone can see.

Keep us updated though as to how things pan out.

Edited: to delete random words that were added

Re: Unauthorised account with O2

MI5 — Tue, 21 Jun 2016 11:02:34 GMT

CS will have already passed it on to to the fraud team as a matter of course.
As a customer, you can't contact them directly, however, they may choose to contact the customer.