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

[jonsie]

They will sort it but unfortunately, the wheels at O2 turn very slowly. What makes it frustrating and invokes utter rage is their uncaring attitude to events that need urgent and immediate attention for the well-being (both physical and mental) of customers affected by fraudulent activity, the landing of demands through your letter-box being of great personal anguish to yourself.

Phones ordered fraudulently has been going on for years at O2, though not as prevalent as it once was. Security has been tightened up but I have long suspected that someone within the company is responsible or party to these fraudulent orders. Let me say that this is just my opinion as someone who was once employed by O2 and who reported one staff member for doing this exact thing.

[MI5]

Typical of the way that different departments within o2 don't talk to each other unfortunately.

[Toby]

Hi @Anonymous,

I shall do all I can to speed this up.