Fraudulent purchases on o2 account

[Sheryl4]

My o2 account was hacked at the beginning of September. I reported straight away and a fraud case was opened. They had opened 6 new lines on my account and made purchases on my account from Google Play.

o2 closed the accounts and closed the fraud case, however they didn’t remove a £275 bill. They told me to cancel all direct debits until it was rectified which I did. However they have now disconnected me until the bill is paid and I can not call 02 until bill is paid. 
went into store and they said they can’t wipe the bill because they are Google charges so I need a code. Said it would take 5 days for the code to arrive but it never did. 
I now have no phone line and stuck as to what to do. Google can’t help without the code. 

[Cleoriff]

@Sheryl4 

Have you tried putting your sim into another phone to get the code? If that's been blocked it won't help though. 

As you seem to have done everything you can, I'll tag our community manager @Dave-O2 to see if he can help. 

He'll be back on duty on Monday. 

[Cleoriff]

@Dave-O2 

Just noticed there seem to be quite a few Google Play scams. 3 reported here in two days.

Phishing, Smishing & Scams. Latest info & advice. 

[Dave-O2]

Thanks for flagging @Cleoriff 

@Sheryl4 Please drop me a PM with your mobile number & i'll chase an update on your case.

[oums]

I have been chasing O2 for the past 3 weeks on a similar matter with no traction whatsoever 

I received an additional £100 pounds spend on Google play for my October bill, as many others, I don't have a google play account. 

I filed a fraud case, which was closed. 

I just received the November bill with £141 of additional charges. What is the advice I receive? Please contact google play. Google does not have my bank details and all goes via O2.

I have a spendcap of 30 pounds and I don't understand why this is not captured in this. I have not been helped in any way. I am getting pointed towards google, which is not helpful either. I would be grateful to have some explanation on this matter because as it seems I am not the only one to be in this situation.

This is customer service of absolute DIRE quality. I have been a customer for almost 5 years now and I find this absolutely despicable. 

Given the recurring nature of this issue, I would highly advise that this matter be tackled appropriately because you do risk losing a high number of customers, including myself. 

[madasaf1sh]

@oums 

So someone is using your number and probably your Google Account to charge things to and that is o2's fault? 

You need to take it up with Google and ask them to investigate and issue the refund to o2 who will in turn apply them to your account. 

Reset you Google Password, check your payment methods

Just to be clear, if Google think you have been negligent in anyway they will not issue an refunds

Also ask them to remove your phone number from Google

https://support.google.com/googleplay/answer/2851610?hl=en-GB. 

You can also ask o2 apply a Charge to Mobile bar to your account Guide: O2 BARs 

[Enlli]

If you have a Google Account at that is needed is for someone to hack in and give your mobile number for payment. You don't have at have a separate Google Pay account.

In all honesty it would be easier for someone to hack into Google than your O2 account