My account has been hacked

[FM12]

I  receive a call from someone saying they are from 02 wanting to offer me a discount to my plan and a free gift to remain a customer.

On Saturday I'd received a call from another provider to offer me a deal that halved  both my current 02 mobile and Virgin  broadband deals ( I have them as a package)

 Today I am given details for the 02 redemption department 0122 5292266 and the name of the person helping me - they tell me they will send an email and will call back to confirm my new deal.

Later I see I have 10 missed calls from 07940 312903. I'm now driving and can't complete the process, but later have 2 emails from 02 confirming my new plan. I also have an email from this morning made during my call to say that I have changed my 02 password  - I hadn't at this stage.

I open the later emails and they are for a new phone and SIM card - ie something complete different. I call the 02 redemption department number I have been given. No reply. I try the number I received the calls from. It works, but welcomes me to another service provider not O2. I giving up waiting and call the redemption number again. Still no reply. I try the other number again. No reply. Could from 02 get in touch plse so that I can change my account info. I have already changed the password. Many thanks

[MI5 · Accepted solution]

@FM12 

It's a well known scam.
Forward the scam number to 7726 - It's free.
Other ways to report here including Action Fraud website
https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice
How to block a number:
https://www.samsung.com/us/support/answer/ANS00062352/
https://support.apple.com/en-us/HT201229

Phishing, Smishing & Scams. Latest info & advice. 

[FM12]

Thank you. I've put an alert on my bank account... just in case.

[Breanna]

Did you make sure to contact O2 directly on 202 about the emails you received? You definitely want to be sure to reach out to them and make sure no orders have been placed.