Fraudulent accounts

[MAC35]

Fraudsters used our identities to set up multiple accounts and acquire expensive handsets from O2.  This resulted in us receiving multiple default notices, arrears demands and enforcement notices from O2 which we reported to Customer services as soon as they arrived.

There were at least 6 accounts using our details all of which were reported.  For the avoidance of doubt we have never had accounts with O2 and Experian confirmed that O2 had not made credit searches against our names before setting up the accounts and supplying handsets to the criminals.

I posted on this forum in December and a helpful member 'Lisa' took up the issue for us and escalated the issue with the Fraud Team.  

I received a text message on 20th December from the Fraud Team saying that they had closed the fraudulent account (singular!) and that our credit report would be amended in due course.  No account numbers or references were given.

I asked for written confirmation that all the fraudulent accounts were now acknowledged to have nothing to do with us - and for an apology for the stress caused by O2's lack of due diligence etc.

I heard nothing more until today when we received another default notice!

Can anyone advise how to contact someone at O2 who can settle this issue for us please?

[MAC35]

Correction - the text from Fraud Team was sent on 20th January - not December. Sorry for any confusion

[MI5]

@MAC35 

Makes sense for @O2Lisa to continue helping you with this.

[MAC35]

Thanks for the response

I have messaged Lisa.  I've also tried Facebook messenger to contact O2 which gets bland answers but no action.

Phone advisors are mostly polite, but again no action ensues.  If O2 can send us over 30 threatening letters, is it too much to expect them to send one acknowledging their error  and confirm that they have closed all of the fraudulent accounts?

[MI5]

@MAC35 

@O2Lisa is working until 2.00pm today so I'm sure she will get back to you.

[MAC35]

Thanks - she was very helpful, but her colleagues don't all  seem to be so efficient.
Most of the phone advisors couldn't 'get' that we'd never had accounts with O2 and  seemed to be working from an assumption that we were the fraudsters!

[O2Lisa]

@MI5 Thanks for the tag.

@MAC35 I'll message you privately now and get this looked in to again for you 😊