Fraud department lock account then Off home?

[OTooareterrible]

Moved my mom onto O2 everything was great for a week then her phone stopped no signal rang O2 who informed us that the fraud dept had locked the account no reason no note on the system and we’re now closed, they said they would call back the next day… they didn’t in the meantime my elderly mom has no phone we got her the phone and Apple Watch for her safety and now she can’t even call O2 should be ashamed of themselves 

[Cleoriff]

Hi @OTooareterrible 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this

[MI5]

@O2Emma 

Any chance you could dig into this to see what's going on?

[O2Emma]

Hi @MI5 Yes I will looked into it see what is happening 😀

[O2Emma]

Hi @OTooareterrible I will need to send you a private message so I can look into this for you.

[MI5]

Thanks @O2Emma 

[OTooareterrible]

Just to let you know we are still waiting, my mom had to go into a shop and they wouldnt help her she then tried to call and they said they have "emailed" the fraud team, this really isnt good enough surely the "fraud team" or idiots as I refer to them have a phone? or someone can speak to someone to resolve this? this will be going into the third day where she has not had a phone working, we moved her to O2 specifically so we could get her an apple watch so if she falls or something goes wrong she can call us or the emergency service and now she has no phone at all

[madasaf1sh]

The Fraud team are not allowed to share any information regards to this ,as this would be classified as Tipping off and this could be a AML case, and carries a maximum of 14 years jail time for anyone who tells you, and an unlimited fine for o2. 

The Fraud team, are doing their job, of protecting o2 from Fraud and risk, and you need to wait for their investigations to conclude, and this is is dependent on whether the police or NCA need to be involved. 

They aren't idiots....  and they are not customer facing like most Risk teams..