Refund and close account .

[Emad]

Dear O2

I have fallen prey to fraudulent activities on my O2 account.

My lowell Reference number : (REMOVED)

Original Company name :O2(UK) Ltd and Original account number (REMOVED)

I am Emad barboot  with (REMOVED)  with e-mail (REMOVED) .

I was contacted on October 2023 by a phone number "(REMOVED) inquiring about my recent purchase of an iPhone 14 Pro Max. The order was placed on October 2023, with the order number (REMOVED)

He informed me about a 30% discount on my bill and subsequently mentioned that I am required to pay only £15.The specific order was for the HAN Apple iPhone 14 Pro Max in Space Black with a storage capacity of 1TB.

I informed the gentleman that I had not made any such request, and he assured me that he would cancel everything. He transmitted a 6-digit OTP to my aforementioned number, requesting me to recite it back to him. Since he possessed all of my information, I presumed it was a legitimate call from O2, and unfortunately, I complied by reciting the OTP to him and disclosing my password. Nevertheless, I suspect this was a deceitful call, and the individual merely sought the OTP to proceed with placing the order on my account.

I have noticed that my account has been recently updated with a fresh tariff for two iPhone 14 Pro Max devices under contract. It seems that the iPhone has been successfully delivered to me. However, despite attempting to contact the delivery person, they did not respond to my call.

He contacted me via a private number. I informed him that I had not requested him to send me two iPhones, to which he replied that I could return them. Subsequently, he sent me a Royal Mail label for the return of the two iPhones. I am sharing this label with you. I believed that he had cancelled this order.

But, O2 company  was still taking nearly £ 182.9 monthly. Last  few month , they told me you need to pay more money or they will suspend my two Sim card. Now, they suspend my two SimCard since Christmas time.

I faced a lot of problem in Christmas time with O2 SimCard .

In Christmas time, my electricity power was finished Top-Up and I electricity power is off and I found myself that I cannot top up because I do not mobile internet and I asked Scottish power to come to me at night. I can provide you with evidences about it if you want it.

Last few month , my daughter get sick and I found myself unable to make a call for Emergency case and then we go to GP after one day.

I am extremely distressed about this situation as I did not authorize this order and now I faced a monthly payment of nearly £182.9 for a phone that I never requested.

 I currently have two phones and I am very concerned about the impact this fraudulent credit agreement will have on my credit score.

This action ensures that no additional payments will be made until the matter has been thoroughly investigated.

Lowell Company told me that they  have closed my account and clear  any outstanding .But, No one refund my money  that you took it from my bank . You took £182.9 for three months and  this is  about £548.7 .

Can I please ask for this to be considered urgently? I look forward to hearing from you. Please, refund my money aaand reopen my two Sim Card please.

Kindest Regards,

(REMOVED)

[Bambino · Accepted solution]

@Emad This is not O2. This is a customer community. See below for advice:

If you think you’ve been the victim of fraud – whether it’s because you’ve given details to someone over the phone, or clicked on a link in a suspicious text or email there are things you can do:
Contact your bank if you think you may have given out financial information. They can help protect your account and stop transactions.
Change your account and online account passwords. Not just your O2 account. All of them.
Forward fraudulent texts to O2 for free on 7726.
Contact Action Fraud on 0300 123 2040.
Call your Virgin Media or O2 customer services number if you think somebody’s taken out a contract using your details.
Virgin Media customers can phone 150 from their landline or 0345 454 1111 from any other phone.
O2 customers can call 202 from their O2 phone or 0344 809 0202 from any other phone.

You can block the number that called you, or any number you think may be suspicious.

How to block a number:

https://www.samsung.com/us/support/answer/ANS00062352/

https://support.apple.com/en-us/HT201229

There are also these links to look at:

https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice
https://www.o2.co.uk/help/safety-and-security/unwanted-calls-and-messages
https://www.actionfraud.police.uk/

You can also reach O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (now X) (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[MI5]

@Emad 

If you think you’ve been the victim of fraud – whether it’s because you’ve given details to someone over the phone, or clicked on a link in a suspicious text or email there are things you can do:
Contact your bank if you think you may have given out financial information. They can help protect your account and stop transactions.
Change your account and online account passwords. Not just your O2 account. All of them.
Forward fraudulent texts to O2 for free on 7726.
Contact Action Fraud on 0300 123 2040.
Call your Virgin Media or O2 customer services number if you think somebody’s taken out a contract using your details.
Virgin Media customers can phone 150 from their landline or 0345 454 1111 from any other phone.
O2 customers can call 202 from their O2 phone or 0344 809 0202 from any other phone.
You can block the number that called you, or any number you think may be suspicious.
How to block a number:
https://www.samsung.com/us/support/answer/ANS00062352/
https://support.apple.com/en-us/HT201229
There are also these links to look at:
https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice
https://www.o2.co.uk/help/safety-and-security/unwanted-calls-and-messages
https://www.actionfraud.police.uk/