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

[mazza77]

@Headacherunfortunately I am facing similar issues although I am not an o2 customer. I would be curious on what the outcome of your situation was?

Last week, we received two letters from O2 stating that we owe £1,200. While most of the details are correct, the gender indicated on the account owner is wrong. I suspect someone stole my wife's identity but assumed she was male due to her first name is sex-neutral first name

After numerous attempts to speak with someone, I had to pretend to be a new customer to get through (really, O2? Shocking). Once connected, I was bounced around until finally speaking to a representative who only told me someone would call us within 24 hours. There were no reassurances or expressions of concern for our situation.

We are now waiting and hoping this issue does not negatively impact my wife's credit score.

[jonsie]

I wouldd be checking your wife's credit file straight away as O2 will undoubtedly have placed a default on there

We know from the many distraught customers on here that getting O2 to remove it takes months and many calls.

[Bambino]

@mazza77 This is an old thread. Do not wait to hear back from the original poster or O2. Contact your bank and the police and change all your passwords.

There are also these links to look at:

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/

[Oxonian]

@mazza77 

This brand new community resource might be of use to you :-

Guide: What to do in case of loss of service due to possible fraud

I do not think that its author was in an identical position to you, but it nevertheless contains some useful hints and tips. 👍