Identity Fraud - O2 Fraud Team is unresponsive, Mortgage has been declined

[AT2023]

I suffered from identity theft in April 2023, and raised this a number of times with O2. I have called back multiple times OVER FOUR MONTHS! and have been waiting for the Fraud team to give me a call back to investigate the issue. I have a Fraud ticket number but no-one can connect me to the Fraud team.  

I have also reported this to Action Fraud, a number of other providers have closed this out with only O2 remaining. Now my lender has rejected my mortgage and I am likely to lose lots of money if I have to refinance at higher rates!

Can someone please help close out this matter ASAP? It has caused me and my family an immense amount of stress and potential for financial damages here. 

[Enlli]

There is no one here but Customers so we can't help in this I'm sorry to say.

You can use the complaints procedure including Resolver, but that's not a quick fix

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

You probably need legal advice

[siml]

If you are still dealing with this problem, you can open a complaint against o2 with the Communications Ombudsman.

[Oxonian]

@siml 

Maybe, maybe not. You can go to the Communications Ombudsman either when you reach deadlock with O2's complaints' team, or 56 days after you submit your formal complaint. It is not clear from @AT2023's initial post whether or not he has submitted a formal complaint. 

[Oxonian]

@AT2023 

I have no idea whether they will act whilst your fraud investigation is still ongoing, but @MI5 has set out in this thread a team that you might wish to contact :- 

Solved: Fraud victim - O2 have not corrected my credit fil... - O2 Community

https://community.o2.co.uk/t5/Pay-Monthly/Fraud-victim-O2-have-not-corrected-my-credit-file/m-p/1590...