O2 does nothing to deal with frauds, be warned

[Anonymous]

Hi everyone,

     I just wanted to share my ongoing story. On Thursday I got an email saying that my security question has been changed. I figured it was some sort of automatic message and they just resetted my secret question but it made me remember to cancel my monthly plan which I haven't used in ages.

So I go through to live chat, a lady puts me through to cancellation team and a guy - Swapnil (who was being helpful by the way) is telling me that I just made a request for a new iPhone. In a store 171 miles away from where I live. After assuring him several times it was not me he told me that he will flag this transaction as fraud, as it was still being processed and will block everything on my account - incoming and outgoing calls, etc. To make things worse I had a flight that day (just got back) and couldn't go to the police right away.

The very next day I get two messages from O2. Guess what - "my" request for the iPhone and a new plan HAS BEEN F***G APPROVED. My tariff has been changed and apparently they've given a brand new iPhone to a guy who wasn't me, and who I told them wasn't me. Nearly 200 miles from where I live. 

NO ONE got back to me since Thursday, not a single message or a phone call. Not a priority for O2 apparently.

Well done O2, your security is second to none. I tried to get information what kind of verification one has to go thorugh to impersonate some else, got no answer. 

What's left to do is to call this to the police. Just wanted to let you guys know how deeply O2 cares about frauds and how superb their security procedures are.

In an off chance someone from O2 reads this - god help me if you try to charge me a single penny for this iPhone, which apparently you've got loads since you're just giving them away all around, I will take you to court and make you pay damages for every minute I waste and every ounce of stress I suffer resolving this. I will send the story to every friggin newspaper, magazine and any other available media out there and I guarantee some willl publish it. I will not let this slice. A customer is letting you know that someone impersonating him is commiting a fraud and you just go with it? No second thought? Nothing? 

Never again will I have anything to do with O2. Nor will my family or friends, I will make sure of that. 

[adamtemp64]

http://www.o2.co.uk/help/safety-and-security/fraud-and-phishing-advice

You must report it to the police as per link above (action fraud) and notify o2 the police will deal with it and take action .

[MI5]

Assuming it was flagged the fraud team will investigate it but it usually takes a while.

[Anonymous]

Like I mentioned - I'm not letting it go and I will pass it on to the police. I will update the topic as new info comes for anyone interested. 

Assuming it was flagged the fraud team should have stopped the transaction, don't you think? Especially since they got a clear message, that the transaction is a fraud.

[jonsie]

Common sense would dictate that transaction be stopped and investigated immediately. This was an ideal opportunity since the transaction hadn't taken place.
Obviously we don't know the full facts and have no reason to doubt @Anonymous. Seems just like another case ofa customer badly let down by O2.

[Anonymous]

For anyone interested, here's my chat transcript from the first chat, where I reported the fraud. The next day after I started receiving emails that the phone is being set up, tariff change approved and so on. Now my O2 account shows the new tariff, which the fraudster requested and I can only assume the phone was given to him at the store, since everything was approved.

I changed sensitive info to $$, the rest of the chat is as it was. I have also contacted the live chat two times since then, not helpful at all and even though I asked a copy of those transcripts sent to my email I received none. Please note that the transaction has been processed and accepted THE DAY AFTER this chat took place.

System (15:40:13): Chat has been initiated by customer.


System (15:40:14): You are through to


Customer (15:40:21): Hi


System (15:40:23): You are through to


** (15:40:28): Hello, it's Milca here. I hope you're well. How can I
help?


Customer (15:40:32): Can you please tell me how to cancel my plan
please?


Customer  (15:40:41): Very well, thank you, I trust you a re too
🙂


** (15:41:47): Thanks for asking .


** (15:42:03): Is there any specific reason to cancel the contract?


Customer (15:42:34): I'm not using this number anyomore, haven't
used it in months actually


** (15:42:45): Alright.


** (15:42:55): We have a team who will help you to cancel the
contract.


** (15:43:02): I'll get you connected to them.


Customer  (15:43:07): thank you


** (15:43:46): Can I confirm you are the account holder and that you
wish to discuss the Pay Monthly number you have already entered?


Customer  (15:43:55): I am


Customer (15:44:05): and I do 🙂


** (15:44:16): Thank you!


** (15:44:26): Can you tell me the 3rd and 4th characters of your
security answer please?

Customer (15:45:13): well that's going to be a problem, I never
remember these things... can you tell me how many characters does the
password have?


Customer (15:45:28): or if there is a hint maybe?


** (15:45:40): No worries .


** (15:45:48): the hint should make it easy for you.


** (15:45:52): The hint is : Favorite sports team?


Customer (15:46:32): that is definitely not my security
question... I'm not into sports at all


Customer (15:47:02): my answer for 3rd and 4th letter would be
either $$ or $$


** (15:47:23): I am afraid that doesn't match with our records.


** (15:47:32): I'll ask some other question to you.


Customer (15:47:38): allright


Customer (15:48:10): can you tell me if someone has made any
changes to my account recently? I have honestly never set any security
question with a sports team in my life


** (15:48:54): Did you share any login details with some one?


Customer (15:49:06): I didn't


** (15:49:11): that is the only way to change the security questions
and answers.


Customer (15:49:15): I log in only on my home computer


Customer (15:49:35): can you check when was the last time there
was a log in to my account/


Customer (15:49:36): ?


** (15:50:11): As we are live chat service we don't have the access
to check that.


** (15:50:15): Not to worry.


** (15:50:22): We have a team who will check this for you.


Customer (15:50:27): excellent


** (15:50:58): I'll help you with the direct number for them.


** (15:51:04): the number is free of cost.


** (15:51:08): 08448471420


Customer (15:51:08): I'll have to call them then?


Customer (15:51:16): aww, I wass trying to avoid that


** (15:51:18): Yes.


Customer  (15:51:37): ok, if I have no choice I have no choice 🙂


** (15:52:06): I'll get you connected to our team to cancel the
contract.


** (15:52:26): Once we have completed the security check.

Customer (15:52:31): oh, so I would only need to call if I needed
to check my login times etc?


Customer (15:52:52): we can cancel the contract through this chat
after you switch me to the other team?


** (15:52:56): Yes for cancellation, I transfer the chat.


Customer (15:52:58): sorry to be a bother 🙂


Customer (15:53:03): ok


** (15:53:12): No worries.


** (15:53:29): Can you please confirm the first and last digit of
your bank sort code along with the last bill amount? ( April )


Customer (15:53:38): just a second


** (15:53:53): Sure take your time.


Customer (15:54:07): sort code: $$


Customer (15:54:13): last bill amount, just a sec 🙂


Customer (15:54:29): $$$$ £


** (15:54:45): That's perfect.


** (15:54:58): I'll get you connected to them.


Customer (15:55:03): thank you 🙂


System (15:55:33): Transfer Note:Auth by Gourav


System (15:55:37): You have been transferred to queue Recontract


System (15:55:54): You are through


** (15:56:00):
Hi my name is **. Please give me a moment to read your previous
chat.



Customer (15:56:01): Hi **, I'd like to cancel my contract
please


Customer (15:56:07): sure, go ahead


**(15:56:47): Hi, I hope you're fine.


** (15:56:56): I checked and I see that you're looking to cancel
your contract right?


Customer (15:57:02): right


** (15:57:32): I'll surely check your account and help you with it.


** (15:57:48): The reason you wish to cancel is not using the SIM
right?


Customer (15:57:55): right


** (15:58:27): Alright.


** (15:58:43): In that case I've another option for you.


** (15:58:58): I'll move this number to Pay as you go so that you
can keep the number for your personal use or you can even keep it as a
spare just in case of emergency.


** (15:59:08):  So once your number is moved to pay as you go your
pay monthly contract will get automatically close.


Customer (15:59:26): will I have to pay anything to keep the
number active?


** (16:00:10): There is no monthly cost for doing that.


** (16:00:19): You'll just need to top up if you wish too use it.


** (16:00:46): Also transferring the number to pay as you go is
also Free.


Customer (16:00:57): will the number deactivate if I do not top it
up?


Customer (16:01:23): what I mean is do I have to keep topping it
up once every few months for it to remain active?


** (16:01:52): Give me few minutes while I check your account.


** (16:04:38): I just checked your account and I see that on the
number $$$$$$$$ you've upgraded today to an Phone contract?


Customer (16:04:53): I have not made any upgrades


** (16:05:05): Just to confirm the number is $$$$$$$ right?


Customer (16:05:26): I have received a message from O2, today,
that some of my details have been changed though and if that wasn't me I
should contact you


Customer (16:06:02): I figured it was an automatic response or
something


Customer (16:06:49): are you saying that someone made an actual
change to my account?


** (16:07:43): Give me few minutes while I check that once again.


Customer (16:07:50): please do


** (16:08:09): Have you visited any of the o2 stores today?


** (16:08:24): Regarding upgrade to an Iphone 7 plus 128Gb?


Customer (16:08:47): I have not


Customer (16:09:01): I live in $$$$ , $$$$$$$


Customer (16:09:11): can you check which store I supposedly
visited?


** (16:09:17): Please confirm the Number is $$$$$$$$?


Customer (16:09:24): it is the number


Customer (16:09:36): it is not active and I don't even know where
the sim card is to be honest


Customer (16:09:52): I still have the Samsung Note 3 though, but I
use it with a different sim card now


Customer (16:10:16): I'll check my bank account to see if I was
charged for anything

Customer (16:10:41): in the meantime can you please tell me how it
could have happened and what to do now? I really do not like the sound
of it


** (16:11:31): I'm checking that for you.


** (16:11:35): Please Give me few minutes.


Customer (16:11:49): It doesn't look I've been charged for
anything suspicious but then if it happened today it might not show up
on the statement yet


Customer (16:12:09): the last charge I have from O2 is on the 3rd
of April for the amount of $$£


** (16:13:22): It's showing as upgraded today.


Customer (16:13:55): I assure you that is not me


Customer (16:14:14): and I would really like to know how is that
possible without me being aware of it


** (16:14:17): The request is under process now so we won't be able
to check which store it is.


Customer (16:14:51): at 13:55 I have received an email from O2
saying that my security question has been changed


** (16:15:03): Did you change anything>


Customer (16:15:08): I didn't


Customer (16:16:18): can you at least check what city is the store
at?


** (16:16:31): No details have been updated as the order is under
process for now.


** (16:17:38): The upgrade was processed at 13:46:28


Customer (16:17:48): should I contact the police or will you be
able to sort it out?


** (16:18:02): We'll have to wait till tomorrow so that the details
will be updated.


** (16:18:20): You can contact us in 24 hours and the customer
service team will be able to check the details of the Retail Store.


** (16:18:39): They will also investigate the case for you once the
details are updated on our system.


Customer (16:19:14): I have a flight to Poland in two hours and
I'm back on Saturday, I would really appreciate if you assured me that
you are dealing with this


** (16:19:50): For now there is no update about anything
and that's why we'll have to wait till the details are captured on our
system.


** (16:20:09): I can do one thing for you here.


Customer (16:20:13): can you mark the request as fraud?


** (16:20:17): Of course.


Customer (16:20:31): and if I understand correctly you have not
given any iphon e to anyone yet?


** (16:20:34): If you want, I can add bars on the account so that
no one can make a call or text.


** (16:20:46): I've not done anything about any iPhone from my end.


Customer (16:21:16): but someone requested an upgrade to an iphone
from my account, is that correct?


Customer (16:21:37): has he been given one or is it still under
review?


** (16:21:42): I guess so as you're saying you've not done it.


** (16:21:50): It's still under review.


Customer (16:22:02): I have just received a blank email from O2


** (16:22:17): What's the email address?


Customer (16:22:27): $$$$$$$$$


** (16:22:39): Not yours, I meant what's the email address you got
an email from?


Customer (16:22:49): noreply@o2mail.co.uk


Customer (16:23:11): same address I received a notification about
the security question


** (16:23:28): I see.


** (16:23:41): Please give me a few minutes to add some notes on
your account.


Customer (16:25:14): when you're done please tell me what is your
verification process to make a change to someone's account


** (16:25:43): We don't make any changes to the customers account
for the verification.


** (16:25:58): Only the customers have access to change their
verification question and answer.


** (16:26:09): If someone has changed it then they might have your
log in details.


Customer (16:26:30): someone made a change to my acount, at a
store from what you said, so he must have gone thoutgh some kind of
verification process

Customer (16:26:42): I do not see a way for someone to have my
login details


Customer (16:27:00): I have only logged on my home computer


Customer (16:27:11): did not share details with anyone


** (16:27:17): I guess I've found something.


Customer (16:27:18): and no one but me has acces to it


** (16:27:22): Please give me a few minutes again.


Customer (16:27:26): sure


** (16:31:50): Thanks for waiting.


** (16:32:15): I'm checking it and will need some more time.


Customer (16:32:23): please go ahead


Customer (16:32:36): I have one more hour before I need to go to
the airport


Customer (16:35:14): By the way, I really need to know what
verification did the person impersonating me go through to see what kind
of danger I am in right now


Customer (16:35:27): if someone did that with O2 he can do that in
other places as well


Customer (16:35:58): so I need to know what does that person know
about me


** (16:36:46): Thanks for waiting.


** (16:36:56): Just to confirm have you visited any of the o2
stores today?

Customer (16:37:08): I haven't


** (16:37:19): For resolving any of your queries?

Customer (16:37:20): I do not think I have ever visited an O2
store


Customer (16:37:31): I have not visited any O2 store today


Customer (16:37:50): my original contract was signed online


Customer (16:38:04): I think it was through carphone warehouse


Customer (16:38:33): I'm not entirely sure though, it was a long
time ago


Customer (16:39:39): I definitely received my phone through a
courier to $$$$$$$$$$$$$


** (16:40:09): Okay.


** (16:40:18): I've checked the details and we're investigate this.


Customer (16:41:01): ok, you said you found something, what have
you found?


** (16:41:48): I was checking the details of how to investigate and
I've found out.


** (16:42:03): We've got a special dedicated team who will
investigate this for you.


Customer (16:43:02): I think I will have to go to the police, is
it possible to get a picture of the person who impersonated me? You have
cameras at all your stores, don't you?


** (16:43:49): We do have security at the stores.


Customer (16:44:10): I won't be able to do it today, I really need
to get on that flight, it's a business matter, but can you make
arrangements to get records from the store that was visited as soon as
you know what store was it?


** (16:44:25): You will have to go to the store where the order was
placed - MAIDSTONE


** (16:44:41): I've got to know the store's name.


Customer (16:44:44): is maidstone the name of a town?


** (16:45:08): It's the name of the store and the name of the town
is Kent.


** (16:45:18): Details of the store:


** (16:45:23):
UNIT 6/7
3 FREMLIN WALK
MAIDSTONE
KENT
ME14 1QG

01622 664726

UNIT 6/7
3 FREMLIN WALK
MAIDSTONE
KENT
ME14 1QG

01622 664726



** (16:45:46): Do you want me to bar your account so that no calls
or texts can be made?


Customer (16:46:08): I live in $$$$, it's across the country so I
assume the police will visit the store


Customer (16:46:11): please do


** (16:46:15): Alright.


Customer (16:46:44): for how long are security cameras records
being held at your stores before they are overwritten?


** (16:46:58): Your current phone will be blocked and services will
be blocked, is that okay?


Customer (16:47:05): yes


** (16:47:08): Thanks.


** (16:47:28): For security details, you will need to visit the
store or contact them.


Customer (16:47:38): Can you please send a request to the store
for them to keep their records from today?>


Customer (16:48:06): I live 171 miles away from Kent


** (16:48:37): You will have to wait and let the customer service
team look into this.


** (16:48:42): They will do the needful.


Customer (16:48:47): ok


** (16:49:16): The services will be barred in 2-24 hours.


** (16:49:35): I'll now connect you to the customer service team,
who will investigate this for you.


Customer (16:49:48): please do


Customer (16:50:02): just a sec!


** (16:50:14): Sure.


Customer (16:50:19): what do you mean in 2 hours? so if someone
has access to my number he has 2 more hours to use it?


** (16:51:35): Don't worry, if anything wrong happens or any misuse
is done for the usage then we will look into it.


** (16:51:53): I'm just giving you an estimated time.


** (16:52:15): Shall I connect you to the customer service team
now?


Customer (16:52:29): With all due respect, "we will look into
that" does not put my mind at ease


Customer (16:52:31): yes, plese do


Customer (16:52:35): #please


** (16:53:00): I will make it easy for you, if any one misuses your
phone and there is an extra charge on the account then we will Refund
it.


Customer (16:53:20): thank you


** (16:53:26): The refund will be processed from anytime from now
till the time the bar is placed.


Customer (16:53:43): thank you 🙂


** (16:53:45): After that no one will be able to use your
account/phone till we remove the bars from your services.


** (16:53:50): You're welcome.


** (16:53:57): Now does that put your mind at ease?


Customer (16:54:12): it most certainly does


** (16:54:16): That's good to know.


** (16:54:23): I've added all the notes to your account.


** (16:54:32): I've given you the store details as well.


Customer (16:54:40): you have been very helpful, I hope
you understand my distress

Customer (16:54:46): I have no complaints about your service


**(16:54:49): You can call them from another number as your number
will be blocked.


Customer (16:55:10): like I said, I don't use this number, I don't
even know where the sim card is


** (16:55:18): I thank you for your comments and I can totally
understand your situation, if I was in your shoes, I'd reacted maybe
more angrily as it's a Fraud case.


** (16:55:38): Alright, so if you wish to contact the store, you
can use any other number or your landline.


Customer (16:55:45): yes, I am just beginning to realise it's
serious you know


Customer (16:55:59): and I have that damn flight...


Customer (16:56:34): you said that you will forward me to a team
who can contact the store and request for the camera records?


** (16:56:57): I've checked and there is a long wait time of 25
minutes.


** (16:57:22): If you give me the permission, I can check with my
supervisor and do the necessary investigation for you myself.


Customer (16:59:08): please do, I give you full permission to act
on it and do whatever is necessary to secure any evidence which would
lead to finding the person


Customer (16:59:33): I will call the store now


Customer (16:59:43): oh, and shoudl you need it, my curerct phone
number is


Customer (16:59:47): $$$$$$$$$$


Customer (16:59:51): and my email address is


** (16:59:52): Thanks.


Customer (16:59:57): $$$$$$$$$$


** (16:59:58): Just stay online with me please.


Customer (17:00:05): you have it on record I think


Customer (17:00:10): ok


** (17:00:28): $$$$$$$$$$$ is this O2 number?


Customer (17:00:45): hmm, it might


Customer (17:00:46): not sure


Customer (17:00:50): let me check it


** (17:01:05): Thanks.


Customer (17:01:38): it's EE


** (17:01:54): Thanks.


** (17:03:28): Thanks for waiting.


** (17:03:36): You will be contacted within five working days.


** (17:03:55): When the Fraud & Security Team contact you the call
will show as a withheld number.


** (17:04:06): We endeavour to conclude any fraud investigation in
5 working days.


Customer (17:04:34): Excellent, like I menitoned I will be
unavailable until Saturday, I will make the call to the police when I
get back


** (17:04:44): Okay.


Customer (17:04:46): thank you for your help Swapnil


** (17:04:59): Also, I'll give you the username here and I'll send
the reset password to your O2 mobile number.


Customer (17:05:14): ?


** (17:05:24): Do you have the O2 phone and SIM handy by any
change?


** (17:05:26): Chance*


Customer (17:05:37): I don't


** (17:05:52): No worries.


Customer (17:05:53): like I mentioned, I have no idea where the O2
sim card is


** (17:05:58): I'll not make any changes to it then.


Customer (17:06:01): can you send it to my email?


** (17:06:31): Let me not make any changes so that the new password
isn't sent out any where and let's avoid any further problems on the
account.


** (17:06:39): Or do you want me to reset the password?


Customer (17:06:40): excellent


Customer (17:06:49): dont reset it, block everything you can block


** (17:06:53): Alright.


** (17:06:59): I've blocked everything on the account.


Customer (17:07:10): excellent


Customer (17:07:23): can you send me a copy of this chat to my
email?


** (17:07:38): Of course.


Customer (17:07:45): great


Customer   (17:07:54): so we've got everything covered for now?

** (17:07:58): Almost.

[adamtemp64]

Well just the same poor live chat we always advise a call direct to o2 for this sort of serious account issue @MercedesS @Martin-O2 please can this be urgently escalated and addressed 

[MI5]

Not knowing where your sim is could be the answer.
If the fraudster has your sim it would explain how they changed security and ordered the phone.

[Anonymous]

I had a flight soon and didn't want to risk being put on hold until I had to go... unlucky coincidence.

I am 100% sure that the fraudster does not have the old sim card. I have it, it's somewhere in a drawer. I was still using it after I moved to my current address and I used that cellphone in-house only, as a backup and for notifications. 

[MercedesS]

Hello @Anonymous, thank you for bringing this matter to our attention. We are sorry to hear that you had problems with your security. We hope it is fixed and reported by now. Security is really important! 

@adamtemp64 wrote:

Well just the same poor live chat we always advise a call direct to o2 for this sort of serious account issue @MercedesS @Martin-O2 please can this be urgently escalated and addressed 

---

We will @adamtemp64 as we always do. Thanks a lot for letting us know! Any security issue should be reported directly and as fast as possible to the fraud team/police as you and @MI5 suggested before. @Anonymous should find out how it has happened just in case the problems is bigger.