O2 Fraud Department Unresponsive

[StephenWhite]

Hi All,

I had three fraudulent accounts set up in my name in April 2023, and raised these issues with O2 Fraud team. After a month they had not started an investigation so it was escalated internally and miraculously I got a call the same day to resolve it.

This was 25th May. I was told that the accounts had been ruled as fraudulent, they had all be closed, and that my credit report would be cleared. I mentioned at the time on the call that the latest letter said it was going to be passed to debt recovery, they said that they would cancel this internally and not to worry. Queue a 1 month wait…

On 21st of June I received letter from O2 and Lowell debt recovery saying my accounts had been sold to them to collect the debt. I rang O2 and was told that I would need to email the fraud team and that they could not escalate it internally as it had already been passed on to Lowell, Lowell cannot help because they need evidence that the accounts were fraudulent.

I have now emailed the fraud team multiple times with no response.

I need help please - no response from fraud team, refusal of help from O2 phone support, ActionFraud gave me a reference but can’t help further, Lowell won’t put the account on hold without evidence, and thus far I have only had phone calls with various O2 staff with not a letter in sight to resolve any of this!

[pgn]

Call (0800 081 0255) around 08:10am this morning, @StephenWhite - it is going to take a co-operative CS agent to get things sorted - one who reads the notes on your account fully. Good luck!

[StephenWhite]

Thanks for the reply, 

i bombarded the fraud email for a week, rang support every day, and sent emails to the complaints team, eventually got some support from some on their Facebook account and they eventually sent evidence that the accounts were indeed fraudulent. 

Only issue now is that the accounts and missed payments are on my credit report and they are once again ignoring me when trying to get them removed….

[pgn]

You may need to alert the reference agencies to flag contested items in your credit history, @StephenWhite - take a look at this to see if it helps:

https://community.o2.co.uk/t5/Pay-Monthly/Repeat-credit-check-failure/m-p/1618873/highlight/true#M25...

[Dazza1002]

Hello mate, I am in the same position then you. I have never had an O2 account and the fraudster took out two contracts in my name. The thing is, I had reported it to Action Fraud, and gave O2 both Action fraud numbers for both fraudulent O2 accounts taken out in my name, they closed one and rectified my credit, but did not close the other and sold this on to a debt collecting company called Lowell who is now sending me letters stating I owe them Money. This is diabolical. O2 never respond to emails even after me sending them numerous emails. I have just sent a message to Watch Dog and will notify as many people as I can and willing to take this legal if possible. The account number in question just in case someone from O2 bothers to read this is: 1053512380 I will continue to report this company to whoever i need to until someone sorts out this mess and clear my credit report. 

[wolfheart]

HI, I have the same problem, I am already complaining about O2 wherever I can, now I have also received a letter from Lowell, I have some support from Experian and the Ombudsman, who also told me to write to the ICO, O2 ignores all complaints, even though half of my details do not match except the address and bank account number. I think I should report it for publication somewhere, because out of several companies when someone used my data, only o2 ignored me rest is sorted. I see on the forums that a lot of people are ignored, o2 has system vulnerabilities hole,
Did you sorted this or not???

[pgn]

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@wolfheart wrote:

HI, I have the same problem, I am already complaining about O2 wherever I can, now I have also received a letter from Lowell, I have some support from Experian and the Ombudsman, who also told me to write to the ICO, O2 ignores all complaints, even though half of my details do not match except the address and bank account number. I think I should report it for publication somewhere, because out of several companies when someone used my data, only o2 ignored me rest is sorted. I see on the forums that a lot of people are ignored, o2 has system vulnerabilities hole,
Did you sorted this or not???

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You have added this comment on a thread that offers you the best advice around, @wolfheart - so do read it from the top to get some guidance on this, a much more rewarding, in the long-term, prospect than spreading your tribulations all over the place.

Note also as time moves on to  Sunday, your call may better be serviced around 9am.

Also the Ombudsman will not give you much action until you have exhausted O2's Complaints mechanism fully: https://www.o2.co.uk/how-to-complain

Good luck!

[wolfheart]

Hi, thank you for your help. 

Kind regards

[Oxonian]

@wolfheart 

You have been given a link by @pgn to O2's complaints' webpage. Please take careful note of "Resolver" thereon, as there have been reports that they often get a resolution.