Fraud

[MumT]

My son is not an 02 customer but has had someone attempt to buy a phone and 2 sims cards through his bank account and whoever it is has managed to buy 2 iPhones and set up contracts on his bank account along wit 5 direct debit requests. A fraud investigation has been started  but another direct debit has been set up yesterday and the phones and sims are apparently still active and been told this morning that 02 can’t block the phones or SIM cards. I obviously can’t access the accounts online, although the customer advisor did ask me if I could; as it’s nothing to do with my son, we can’t stop them being used even! All direct debits have been cancelled but it’s insane that when I’ve asked for the phones and sims to be blocked they’ve said they can’t. Any ideas what I can do please? 

[MI5]

@O2Kyle ?

[O2Kyle]

@MI5 Thankyou for the quick pickup on this one.

@MumT They certainly can be disabled and we need to do this ASAP.

can you please check your private messages please. Thankyou.

[MI5]

Thanks @O2Kyle 

Indeed, I couldn't understand why the couldn't be disabled either?

[madasaf1sh]

@MumT

As Kyle has said they can block the phones, but you need to the do the below:

Report this to Action Fraud ( https://www.actionfraud.police.uk ), as it this looks like your sons bank account details have been compromised and is a victim of Identity Theft

Contact the bank and ask them to change all the bank account details and re-issue any debit cards and he / you will need to tell them that he has been a victim of Identity Theft.

Also ensure any passwords linked to email accounts / sensitive information / facebook etc are also changed.

Also if over 18 then make sure that you check credit reports and see if any thing else crops up as these people will try all the networks.

There is a lot more information here:
https://www.actionfraud.police.uk/a-z-of-fraud/identity-fraud-and-identity-theft

[MumT]

Thanks, we’ve sorted the bank account and Actionfraud and set up a clearscore account. But I don’t know understand why, when there is a fraud investigation ongoing, that they can’t block the phones. I’ll have to call 02 back and see if I can speak to someone who knows what to do. 

[MI5 · Accepted solution]

@MumT 

@O2Kyle will get the phones blocked, but you need to reply to his private message he has sent you.

I'm sure he'll help you with everything else too.

Look at the top right of the page for "private messages"

[MumT]

Thanks for your help, I’ve now replied 

[MI5]

You're welcome and good luck with it.

[MumT]

If a phone is purchased online can it be sent to an address that is different to the address that the debit/credit card/bank account is registered to?