Fraudulent accounts set up in my name

[Headacher]

I've been an O2 customer for over 20 years and in July I got a couple of letters welcoming me to O2 which I thought was odd. I looked into my credit report and entries for nearly £3000 had appeared, I informed O2 I hadn't taken out new contacts and was told they would be removed in 30 days. They are still present on my credit report 4 months later and have crashed my credit score, plus I've just had a letter from a debt collection agency stating that O2 had sold my debts to them. 

I've been calling/using web chat for the last 4 months and no one can help me. They keep telling me it's been escalated to the fraud team and that I'll get a call back but it never comes. I've emailed the fraud team and the complaints department and haven't had a reply back either.

Is there anything I can do outside of O2? I've looked into going to the financial ombudsman but apparently I need a deadlock letter which I can't get if no one will respond to me.

It's really taking a toll on me as my mortgage is up for renewal next year and could be affected if I can't get this removed from my credit report. I will definitely not be renewing with them when my contract expires in the new year.

Thanks

[Headacher]

I get that but it's hardly illegal for someone to contact me and tell me they're actually looking into the issue and maybe not sell my data on until they reach a conclusion? 

I also find it amazing that the fraud with another provider was sorted within 30 days so god knows what this "investigation" is comprised of.

[Enlli]

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@Headacher wrote:

I get that but it's hardly illegal for someone to contact me and tell me they're actually looking into the issue and maybe not sell my data on until they reach a conclusion? 

I also find it amazing that the fraud with another provider was sorted within 30 days so god knows what this "investigation" is comprised of.

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There used to be 12 people in the fraud department and that was when this type of fraud was less common.

Not sure if that number has been increased but I suspect they are just overwhelmed 

[Headacher]

Yeah I get that, I work closely with an overwhelmed customer services department in my job but maybe this could all be avoided if they implement verification checks that mean you can't sign up for new contracts with just a name and address? 

[jonsie]

It does seem all too easy too set up fraudulent accounts with O2

It concerns me that it's up to customer vigilance rather than any onus or responsibility on the part of O2

I am constantly checking my account for recent orders because O2 don't see any reason to suspect fraud when two and even three phones are ordered such as we have seen on here

[Headacher]

Yeah, it's worth signing up for a free monthly credit report if you don't already. It's the only way I knew how much had been put in my name until I got the letter from the company the "debt" was sold to as it wasn't under my actual o2 account (seems like none of my other details were compromised). Seems like it was 2x iPhone 14 pros.

I used this one https://clubs.moneysavingexpert.com/creditclub/register

[jonsie]

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@Headacher wrote:

Yeah, it's worth signing up for a free monthly credit report if you don't already. It's the only way I knew how much had been put in my name until I got the letter from the company the "debt" was sold to as it wasn't under my actual o2 account (seems like none of my other details were compromised). Seems like it was 2x iPhone 14 pros.

I used this one https://clubs.moneysavingexpert.com/creditclub/register

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Done and got the app, thanks for that @Headacher 

[Headacher]

It would seem that persistence won out in the end. I've just had a text message to say that the fraudulent account has now been closed.

Now to deal with the company that the debt was sold to.

[Enlli]

Good news, and good luck with the debit people.

[jonsie]

Thanks for the update @Headacher 

One would have thouught that since O2 instructed Lowells in the first place that they would have the decency to contact them on your behalf

Awful experience to go through

[Headacher]

Cheers!

They may well contact them on my behalf but I figured I'd be proactive and initiate it myself to try and avoid any further delays, my current contract is up in January so I'd like my credit score clear so that I can apply for a new contract elsewhere!