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.

[MI5]

@Dave-O2 

[Dave-O2]

Thanks for the tag @MI5 

@GN_scot Can you please drop me the mobile number linked to the Fraud & i'll take a closer look 👍

[GN_scot]

Hi Dave

Thanks for replying. I’m happy to provide the details you’ve requested — I’ll send you a private message now with the affected number and a short summary of the issues.  I really appreciate your help.

[joemcd97]

The exact same thing has just happened to me, noticed a bunch of emails saying I have started a new contract then checked my account to find £150 of google play charges... 

o2 said I need to wait until the bill comes through in 2 days before they can investigate... 

Have you had any luck @GN_scot @Dave-O2  ? 

Thanks 

[GN_scot]

Hi, sorry to hear you’re going through the same thing — I completely understand your frustration.

I’m still in the middle of trying to resolve the issues (almost a full month on). O2 are currently showing an outstanding balance of around £350 on my account when it should be under £20, and both my phone lines are still on the wrong, more expensive tariffs.

This is despite O2 sending me two separate letters confirming they found fraudulent activity and that I “won’t need to pay any charges the fraudster incurred.”

The most frustrating part is that all the fraudulent Google Play purchases took place almost two hours after I first notified O2 (twice) about suspicious emails and asked them to freeze my account. That delay feels like gross negligence, as the losses could have been fully prevented if they’d acted in time.

My case has now been referred to the fraud team three or four times, yet their actions have often made things worse — including closing cases without contacting me, which even allowed further fraud to occur when my account was unblocked.

I’ve reported everything to Police Scotland and Action Fraud, both of whom confirmed this was criminal activity. The police even suggested not paying the bill, but realistically, that would risk my credit score, so I may need to pay first and reclaim later.

At this point, I’ve spent over 15 hours on calls and webchats with O2. With a few exceptions, the customer service has been incredibly poor — repeated broken promises of callbacks and misleading messages claiming they “tried to reach me three times,” despite me having no missed calls or voicemails. 

If O2 don’t fix this soon, I’ll be escalating to the Communications Ombudsman once the eight-week period passes. Based on the evidence, I’m confident the case will be found in my favour, but it’s been an exhausting experience.

Sorry if this sounds like a rant — I just wanted to be upfront about what you might be up against, so you can push hard for a resolution early on. I genuinely hope you have a quicker outcome than I’ve had.

 @Dave-O2 For your info.

[Oxonian]

A good rant never did anyone any harm @GN_scot. 👍

You mention escalation to the Communication Ombudsman but I cannot see mention of a formal complaint. Your reference to "....once the eight-week period passes" implies that you are familiar with the procedure but I just thought that I would check. 😀 

[GN_scot]

Hi

Thanks for your comment and checking that point.

I have submitted a formal complaint to both resolutionsteamo2@virginmediao2.co.uk and complaintreviewservice@o2.com . 

In fact I've been following up almost daily with latest developments/issues as they arise but still no resolution.

Thanks

[Oxonian]

You are welcome @GN_scot !

[joemcd97]

What a nightmare!! @GN_scot 

From your experience I suspect I will have to go through the same dramas. I have read on here more and more cases of this happening... 

Finger crossed we can get this sorted, I have cancelled my direct debit but as you said this will negatively affect my credit score. I have never had a problem with o2 but after this I will most certainly be moving.