Click and collect – how rigorous are ID checks? Victim of ID fraud needs some answers

[Anonymous]

Hello,

I recently found out that I have been the victim of identity theft and fraud.

Somebody has set up two fraudulent O2 accounts in my name – a fact I only became aware of last week when I received 4 default notice letters for unpaid bills.

O2's fraud team are investingating, and have been predictably rubbish in their response and the way they've treated me so far (but we won't go into that now).

They have established that the accounts were set up online, using the 'click and collect' service. They also know which store the fraudsters picked up the phones from.

What I want to know is: what kind of security checks would O2 have carried out? Would they have asked for ID? If so, what kind would (and should) they have accepted?

Naturally, I want to know exactly what details or ID the fraudsters used to impersonate me, as it'll give me a much better idea of how the identity theft happened in the first place.

More than that, I want to know that O2 did everything they should have done when setting up the accounts. And if I find out that they did not carry out all the necessary checks, I will of course want to take the case further... whatever that involves.

Any insight or personal experiences of this kind of thing will be most welcome. Also, if you know what kind of options I have if O2 do turn out to have been negligent, I would very much like to hear them.

Thank you

[Bambino]

@Anonymous Firstly, you should report it here: http://www.actionfraud.police.uk/fraud_protection/identity_fraud

Secondly, you shouldn't be sitting waiting to hear back from O2's fraud team. You should speak to a solicitor.

Take a look at these links as well:

http://www.experian.co.uk/consumer/stolen-identity.html

http://www.moneysavingexpert.com/credit-cards/identity-fraud

http://www.bbc.co.uk/programmes/articles/Pmw0JZLRc3T2NGT8nv78JJ/identity-fraud

https://ico.org.uk/for-the-public/identity-theft/

https://www.citizensadvice.org.uk/debt-and-money/banking/banking-security-and-fraud/

[jonsie]

All a fraudster would need to order online is your login details ie email and password. All your other details could then be seen. Where they got those details from will hopefully be a part of the investigation.

[Anonymous]

Hi Bambino, thanks for your reply.

I reported everything the moment I realised I'd been a victim of fraud. That was 11 days ago.

Action Fraud, police, Cifas, Experian and O2 are all aware of the situation. I have also read every possible article about ID fraud and limiting its damage (but thank you for the links all the same).

You suggest speaking to a solicitor. What would I speak to them about?

[Anonymous]

@jonsie Thank you for your reply.

So, if I understand you correctly: the orders would have been placed directly through my existing O2 online account?

Is it at not possible that the orders were simply made online via the O2 shop, without logging into an existing account?

And surely the O2 store staff would have asked for ID when the fraudsters went to pick up the phones?

[Bambino]

I suggested a solicitor to make sure you are aware of your legal rights should O2 make demands for the money, and to ensure your credit rating isn't corrupted by this. I see you have done all the correct things so far, but you can never have too much back up when it comes to situations like this.

[Anonymous]

Ah I see. Thanks for explaining.

O2 have assured me that it won't affect my credit rating. And since they have acknowledged that the accounts are fraudulent, they shouldn't demand any payment from me.

But then, this is O2 we're talking about...

[Bambino]

If O2 have acknowledged the fraud you should be okay, but you should always operate in the 'trust no one' mode when it comes to situations like this. I hope this all works out for you, and you get to the bottom of it. Please come back and update us if you can. Good luck.

[jonsie]

There would be much more security involved in store.  The fraudster would need more information and one of the security checks involves sending a text to your phone for verification. Hope you get this sorted as soon as possible but in the meantime you have hopefully changed password and security questions on your O2 account. You also need to inform your bank so they can change your account number.

[MI5]

They may have used your existing My O2 or generated a new one in your name with your details and used that to order the phones. I assume the latter as that would get round the issue of a text verification as they could have used their own untraceable payg number.