Click & Collect collected, but it wasn’t me

[Kitts]

I ordered an upgrade on Friday 30th and got a text & email at 3:52pm to say it was ready to collect. I went into the shop yesterday to find out it had been collected on the same day of ordering at 4:52pm. It definitely wasn’t me and I did not pass on my details to anyone to collect it. I spent 2 hours in the shop trying to sort it out, the shop manager was being passed from pillar to post by departments including fraud saying it wasn’t their problem as it was me that picked it up (it wasn’t) He was sure that they had handed over the ref code and photo ID before they were given my package, surely it seems too farfetched for someone to get into my emails and get the confirmation number, obtain a copy of my ID and be in the vicinity of the O2 shop I ordered from? I am extremely upset about this and they hit a brick wall at the shop and are to get back to me when they can. I’ve changed my passwords to be on the safe side, but if someone had ‘stolen my identity’ they would do worse things, it was only an iPhone 8. Has this ever happened before? Can anyone help?

[MI5]

@Kitts 

We had another post yesterday with similar issues where the shop had handed someone the wrong phone. 

I'll tag @EmilieT to see if she can assist you.

[Kitts]

Oh really! Thanks for that, appreciate it

[Kitts]

@M15 - do you have the link to that thread? Thanks!

[TallTrees]

Funny this has popped up again not quite the same but disturbing @Kitts
If I were you I would immediately report this to the police and get a report number for the event.

[TallTrees]

I don't believe as you don't that it would be likely for it to happen the circumstances are suspicious @Kitts

[TallTrees]

@Kitts 

Link to other similar problem

https://community.o2.co.uk/t5/Pay-As-You-Go/Wrong-phone/m-p/1251756

Edited to say the obvious ~ these phones are becoming so valuable

they are an excellent candidate for a scam of some sort

Do take care and make sure you get this sorted out.

If the shop has a Video recording system for security

ask the shop Manager to have that viewed to

look at the person(s) collecting the phone?

You have no evidence that anyone collected the phone.

Best wishes TallTrees

[Cleoriff]

@Kitts 

Also, slightly different.. there was also a 'similar'problem someone posted on this thread

https://community.o2.co.uk/t5/Off-Topic/New-Mobile-Phone-Scam-Delivery/m-p/1251433/highlight/true#M1...

[EmilieT]

@Kitts I'm really sorry to hear about what happened with your recent order! I can certainly get someone on my end to look into what's happened and what the next step should be. I'll send you a private message now to get a few more details

Thanks @MI5 for the mention, and @Cleoriff and @TallTrees for the help!