SIM swap fraud

[GN_scot]

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.

[Oxonian]

Do be careful @joemcd97 with the cancellation of your DD. It will likely lead to O2 selling your perceived debt to a debt collection agency, with the complications that inevitably brings. 👍  

[KlaudiaSiodla95]

Im a victim of eSIM fraud as well. What do I do?

[pgn]

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@KlaudiaSiodla95 wrote:

Im a victim of eSIM fraud as well. What do I do?

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https://www.o2.co.uk/help/safety-and-security/fraud-scams-and-unwanted-calls/report-a-scam-or-fraud will point you the right way. When calling 202, stay silent until message plays, then say "Fraud" clearly. Other ways to contact O2 here: Guide: How to find help & contact O2 

Good luck, @KlaudiaSiodla95.

[Dave-O2]

Afternoon @joemcd97 

So i can check this out, can you please drop me a PM with your mobile number & i'll take a closer look 👍

[Twickenham]

Sorry to hear that. The same thing happened to me recently. An eSim was activated on my account 3 times. I was unaware it was fraudulent activity at the time and called O2 who reactivated my account each time but did not even realise that this was fraud. After a few days, I finally realised what was happening when some of my financial accounts were being used by a fraudster who was able to change my passwords by having control of my phone and using phone SMS verification to change passwords. I called O2 and the fraud team who put a block on my O2 account and have since added what they say is extra security. I subsequently received a letter from O2 acknowledging that there had been fraud, but giving no explanation about how this could have happened (was it done over the phone, or online through my O2 account), how could it have happened 3 times, what information about me did the fraudster give to O2 to convince O2 that it was me, exactly what has been put in place to ensure this does not happen again. I have asked O2 customer support to speak to the O2 fraud team who were supposed to call me back but have not. I asked a second time and was told the fraud team have closed the case and O2 customer complaints will call me to explain what happened. I have yet to hear from them.  This incident has caused me enormous stress and a huge amount of work securing all my financial related accounts. I have also incurred financial losses. To rub salt in the wounds, while I was on one of many calls with O2, they changed my tariff (a small reduction) and, without telling me, moved me from an existing rolling contract to a 24 month contract. I am still not convinced that this won't happen again. O2 clearly has serious security issues with eSIM swapping.     

[Twickenham]

No reply from O2 to my post. No surprises there.  

[MI5]

That's because this is a community forum, not O2 @Twickenham 

Guide: How to find help & contact O2