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No contact from fraud team

AranThule
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I have been trying to contact the fraud team for 6 months.

Every time i contact customer services i am inform that they with escalate it and i will be contacted within 48 hours.

This has been going on since August.

I have even requested a deadlock letter as advised by the Ombudsman service but no response.

Please advice

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MI5
Level 94: Supreme
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@AranThule 

You cannot contact fraud directly. It is an internal process only.

If you think you’ve been the victim of fraud – whether it’s because you’ve given details to someone over the phone, or clicked on a link in a suspicious text or email there are things you can do:
Contact your bank if you think you may have given out financial information. They can help protect your account and stop transactions.
Change your account and online account passwords. Not just your O2 account. All of them.
Forward fraudulent texts to O2 for free on 7726.
Contact Action Fraud on 0300 123 2040.
Call your Virgin Media or O2 customer services number if you think somebody’s taken out a contract using your details.
Virgin Media customers can phone 150 from their landline or 0345 454 1111 from any other phone.
O2 customers can call 202 from their O2 phone or 0344 809 0202 from any other phone.
You can block the number that called you, or any number you think may be suspicious.
How to block a number:
https://www.samsung.com/us/support/answer/ANS00062352/
https://support.apple.com/en-us/HT201229
There are also these links to look at:
https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice
https://www.o2.co.uk/help/safety-and-security/unwanted-calls-and-messages
https://www.actionfraud.police.uk/

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
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AranThule
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Thanks for reply, i understand that it is an internal process but i have been waiting 6 months for them during which time they have passed the account to a 3rd party debt collector and blacklisted my credit rating.

Was hoping there was a way to get an answer from them. It is just very frustrating

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MI5
Level 94: Supreme
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Not unusual for O2 @AranThule 

Keep pushing customer service which is all you can do unfortunately.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.
Message 4 of 5
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Oxonian
Level 31: Resolver
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@AranThule wrote:

Thanks for reply, i understand that it is an internal process but i have been waiting 6 months for them during which time they have passed the account to a 3rd party debt collector and blacklisted my credit rating.

Was hoping there was a way to get an answer from them. It is just very frustrating


 

@AranThule 

 

Whilst I have huge sympathy for your predicament, it is probably worth mentioning that O2 might be unable to give you an update whilst their fraud investigation is ongoing. They have to comply with both criminal law and Money Laundering Regulations and this could be jeopardised if they update you whilst their case is incomplete. It is also possible that your case has been subsumed into a wider investigation if the same fraudster has other "victims" in addition to you.

 

I would keep pushing O2 about this, at least so they do not forget about you !

 

You have also mentioned seeking "...a deadlock letter as advised by the Ombudsman service but no response". This is part of the complaints' process but you have not mentioned the submission of a formal complaint. If you have not actually complained, you will not get a deadlock letter ! 

 

Please keep us informed of developments.

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