So in May I was the victim of fraud with a scammer managing to take out a total of three contracts across two new numbers and one handset all in my name. The first I knew about this was receiving direct debit confirmations from O2; first of all I’m shocked someone was able to do this without confirming identities etc. I reported this to both action fraud (I have a crime number) and to O2 on the 12th May at which point I’m told it had been raised with the fraud team and I’d be contacted within 3-5 days; it’s now been 38days! So in that time I’ve had nothing from the fraud team, I’ve chased O2 several times through customer services and gotten nowhere and twice been promised call backs from a manger within 48 hours though had absolutely nothing on this. So what have I had from O2? Two lots of letters (the latest arriving over the weekend) demanding payment and threatening action if this doesn’t happen. So once again customer services acknowledge the fraud is under investigation but have no idea what’s happening beyond that and have no way of pausing the payment demands.
At this stage it seems O2 will push ahead with their threats and try to charge me the full contract fees, wreck my credit score and then set debt collectors onto me. I’m totally at my wits end here getting nowhere with customer services, unable to contact the fraud team or get any kind of call back from anyone in a position to help.
unfortunately from the messages on this community this terrible response seems all too common.
