Fraud

[NickJPG]

Please help!

In March 2024 our Business account was subject to fraudulent activity. Previous to the fraud we had 5 sim only contracts, costing under £100 per month.

The fraudster somehow when prompted by O2 managed to answer the 3rd security question, also allegedly a security message was sent to one of our mobiles. This sim card also failed the same weekend the fraud happened. They managed to order 18 iPhones and upgraded our sim only deals to full contracts, so a total of 23 iphones.

I contacted O2 when I realised we had been scammed, the phones where in transit to the fraudsters address. I told O2 to intercept the consignment, the agreed they would contact DHL and get the consignment returned to O2. This didn’t happen and the fraudster received the consignment. I have got this phone call recorded.

After 8 months and hours upon hours of phone calls to O2 we are nowhere near getting this resolved, apparently it was passed to the Fraud department early August.

We currently are paying for the disputed upgraded contracts £360 per month and have a bill in dispute for 25K for the 18 iphones.

What do we do? Do I cancel our direct debit and end up in court and no doubt have to deal with bailiffs or do we wait unit the O2 fraud department eventually contact us?

Any advice is greatly appreciated.

[pgn]

Nobody has pitched in here yet, so here goes, @NickJPG 

O2's complaint email is complaintreviewservice@o2.com - but many report it as a bit of a black hole - requests in, no answers out. The fraud section is not a customer facing one, so there is no way for you to contact them. They probably wouldn't talk to you in any case. All you can do is keep trying the Business customer service:

Business Customer Service Number Charges

From your O2 mobile	8002	Free
From a landline	0800 977 7337	Free
From abroad	+44 7860 980 202	Free†

Opening times

Monday - Friday	8am - 8pm
Saturday	9am - 5pm
Sunday	9am - 5pm

Online Business Customer Service Number Charges

From your O2 mobile	8002	Free
From a landline	0800 977 7027	Free
From abroad	+44 808 100 4439	Free†

Opening times

Monday - Friday	8am - 8pm
Saturday	9am - 5pm
Sunday	9am - 5pm

Enterprise Customer Service

Contact your account manager

If you are managed by a local partner please contact your partner

Limited service outside of these hours is available if you have lost or had your mobile phone stolen, or if you have a fault on your O2 landline.
† Free from an O2 Business mobile, other providers' charges may vary.

Or message O2 via social media (UK teams), or raise a complaint or seek legal action.

https://www.o2.co.uk/how-to-complain

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+code+250924+V0.2.comp.pdf

Facebook (https://o2uk.co/O2CFB) , X (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

Good luck!

[Bambino]

A nightmare scenario, @NickJPG 

Follow the advice above from @pgn 

Do not cancel your Direct Debit. That will only cause credit problems for your company. 

Most of O2's departments have been pitifully slow in responding to every request when issues like this arise. Incompetence seems to be the byword.

As your issue has been going on for some time, you should probably be looking for legal advice.