Account Takeover

[LTurner]

Hello, 

I believe my o2 account has been taken over, a new phone has been ordered to a random location from my account. Now my phone will not allow me to ring the customer service number and when i have tried to take off my bank details from my o2 account the verification code is not coming through to my number. As i cannot contact the customer service team im really stuck for what to do, can this be investiagted?!

[MI5 · Accepted solution]

@LTurner 

You'll need to call customer service either from another phone or via Skype.
Numbers and Sktpe help here Guide: Coronavirus Community Help and Support 
Or advice from an O2 Guru regarding a way to get through:
If you call 202, when it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Fraud" to get put through to someone.

[Bambino]

@LTurner You need to contact your bank asap to inform them of the fraudulent activity. 

Edit: Do not delay. If the phone was ordered with a debit card your account may have been cleaned out. Change all passwords that you still have access to. All of them.