My O2 account was hacked!

[Anonymous]

A couple of weeks ago I received an odd text from O2 informing me that I can upgrade my handset in September 2013. Now, I have a sim-only contract and haven't had a new handset from O2 in a number of years but I knew my contract was due to expire some time in late September so I checked my O2 account online. It seems that I now have a new tariff of £36 a month, which I knew nothing about and checking on down the page I spotted a completed order which turned out to be for an iPhone 4. Naturally I hadn't placed this. The Yodel tracking number revealed that it had been delivered to an address that wasn't mine the previous day.
I called O2 and discovered that my security question had been changed along with my home address and e-mail address. Someone had clearly managed to access my O2 account online and ordered himself a phone at my expense. Since the user name and password are known only to me, either O2's site security is extremely poor or someone inside O2 has accessed my information. Either way, I'm not impressed.
The customer service adviser was very helpful and promised that the fraud department would investigate and call me. However, eight days later I have heard no word from them and in the meantime I can do nothing about changing my contract while there is an issue with my account. I was planning to get a new phone, possibly the new iPhone when it comes out, but now I'm very concerned about O2's security. I've been with them for over ten years but I'm seriously considering whether I want to continue with them now.
The only piece of good news is that the phone was delivered one day and blacklisted the next.
Has anyone else had this happen? If so, how did O2 handle it?

[Anonymous]

When are O2 going to wake up & stop fraud like this?

Its beyond a joke in 2013 a company the size of O2 has such poor security practices & is so open to fraud.

[MI5]

Its even more irritating that they don't deal with it quicker and still expect the genuine customer to pay the bill !!!!

[Anonymous]

Its so easy to stop fraud like this from happening BUT it seem's O2 just cant be bothered to act.

[MI5]

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@Anonymous wrote:

Its so easy to stop fraud like this from happening BUT it seem's O2 just cant be bothered to act.

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Sadly it does seem to be the case..... 😞

[Anonymous]

I'd be interested to know what percentage of those being scammed are on old (cheaper) tariffs.

[Liquid]

Now there's a conspiracy theory in the making

[adamtemp64]

As I keep saying it must be reported each time to the police then o2 will have to tighten the security of this. reporting this via the proper action fraud pages o2 should be forced to sort this breach out. @toby etc can this again be raised at the highest levels?

[Anonymous]

I agree needs tightening up

[jonsie]

It wants more than tightening up. Security needs a complete overhaul. I have to agree with Adam, this needs to go to the top level. It's just farcical how easy it is to breech security.

[Anonymous]