Attempted account take over

[JohnL21]

Someone called me from 0344 809 0202 - a o2 customer service number according to this website.

They said I was being given 50% off, all I needed to do was tell them the “promotion” code they had sent me. The code was actually a one time security code which would have allowed them to take over my account, so I obviously didn’t share it with them.

I do still have concerns though:

1. It looks as though someone has either cloned the o2 customer service number or called me from inside o2. Either way, I can’t block the number.

2. How were they able to trigger the sending of the security code in the first place?

3. I called customer service and reported this, and asked for the matter to be escalated. I was promised a call back which has not come.

I’m not feeling too comfortable about the security of my o2 account right now…

[MI5 · Accepted solution]

@JohnL21 

Scammers can spoof any number they like by using computer dialling programmes.

They trigger the OTP by inputting your email address into a MyO2 login and then hit forgotten password, which sends the code to your number as a security measure.

Other ways to report here including Action Fraud website
https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice

[Bambino]

@JohnL21 You did the right thing. Never give any information to a cold caller no matter who they say they are. It can't hurt to be cautious, so change your O2 password. Also take a look at these links:

https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice
https://www.o2.co.uk/help/safety-and-security/unwanted-calls-and-messages
https://www.actionfraud.police.uk/

[Cleoriff]

Deleted

[JohnL21]

That’s at least reassuring, thanks. I’m not going to accept as a solution however, because I still think o2’s customer service has been very poor around this.

[JohnL21]

Shame you deleted this, it’s the first bit I’ve decent customer service I’ve had from you guys at o2. The call centre I spoke with yesterday was disappointing to say the least.

Thanks for taking the time to reply initially, and I hope you will raise it with your managers.

[MI5]

@JohnL21 

You misunderstand.

We are all customers here like yourself and are in no way connected with O2.

[JohnL21]

@Cleoriff ‘s initial (now deleted) message indicated that s/he is an employee of o2 who will raise the matter with their managers.

[MI5]

She is not

[JohnL21]

Perhaps that explains the good customer service…