Hi everyone,
I’m hoping someone here can help as I’ve been dealing with a very distressing case for nearly over a week now and getting nowhere with O2 support.
- On 12/09/2025 I lost service completely and discovered an unauthorised eSIM had been activated on my account (SIM-swap fraud).
- I contacted O2 almost immediately, but it took 7 days before I had a working phone again.
- Despite me flagging the fraudulent activity another line was taken out in my name a few days later as O2 had still failed to secure my account.
- The fraudster appears to have used my number to make around £240 worth of Google Play Store purchases, which are now showing as pending charges on my account.
- Both my tariff and my wife’s tariff were also changed to more expensive plans by the fraudster — they have still not been restored despite repeated assurances.
- I have spoken to O2 over 15 times (calls and webchat) and been told the case is “escalated” every time, yet no one from the fraud team has contacted me except a single voicemail attempt on 17/09 which I never received.
- Today I have been told there is “no fraud” and that I should wait until my bill is produced, then raise a dispute with Google Play myself.
I do not have visibility of the Google account the fraudster used — these are not my purchases — so I don’t see how I can dispute them with Google directly. Surely O2 should be liaising with Google to reverse charges made possible by an unauthorised SIM activation?
I’m now extremely worried about:
- Being charged £250+ on my next bill (plus higher tariffs I never agreed to).
- Having to pay under protest just to protect my credit rating.
- The fact my account still seems vulnerable (I am still receiving eSIM activation messages).
Has anyone successfully had these charges removed and tariffs corrected after a SIM-swap? Any advice on escalation routes beyond the complaints review service?
Thanks in advance for any help — I’m at my wits’ end with this and just want my account secured and my bill corrected.
