**URGENT ACTION NEEDED* - VICTIM OF FRAUD

[Anonymous]

**URGENT ACTION NEEDED** - VICTIM OF FRAUD

Dear O2,

I have been a victim of fraud on my O2 account.

On Sunday 2nd July 2023, I received a call from an unknown number asking if had recently placed an order for an iPhone 14 Pro Max on a 3-year contract. The lady on the phone said they had noticed suspicious activity on the account (hence the call) as the delivery address for the order was in Bilston, whilst the correct address on my account is in Stourbridge. 

I told the lady that I didn't place such an order and she re-assured me that she would have everything cancelled. She sent me a 6-digit OTP on my number above which she asked me to read back. As she had all my details, I assumed it was a genuine call from o2 and I (regrettably) read back the OTP to her, however I believe this was a fraudulent call, and the lady simply asked for the OTP to place the order on my account. 

I can now see that my account has been updated with a new tariff for an iPhone 14 Pro Max on a 3-year contract. I have received continuous emails from o2 since, acknowledging the order etc. A tracking number was also provided which I checked on the DPD website and it appears the iPhone was delivered to the fraudulent address yesterday morning. 

I am in deep distress about this as I never placed this order and I now find myself owing £1,881.00 for a phone I never ordered. I am currently in the process of buying my first home, and really don't want my credit score to be affected by a bogus credit agreement. I have called o2 several times and they have advised that the incident has been reported to the fraud team and that I should get a response within 48 hours, however having looked through the o2 forums, I have noticed other people, who have also been victims to similar fraudulent activities on their accounts, have had to wait for weeks and months for their matters to be resolved. I have also emailed the fraud team to explain the same but am waiting to hear back.

To protect myself, and as suggested by one of your colleagues, I have cancelled my direct debit to avoid making any further payments until the matter has been looked at.

Can I please ask for this to be considered urgently?

I look forward to hearing from you.

Thank you,

Hammad

[MI5]

@Davi_3 

All we can advise has already been posted on the thread.

Keep trying O2.

Guide: How to find help & contact O2 

[Davi_3]

Dear Mark,

Is there any other way of contacting O2other than through an operator as I realize that they are limited as what they can do, apart from escalating to a Fraud team and it ends there no reply. Regardless of reassurances of the O2 operators.  Better if you could provide an O2's  Fraud team email address!   That would be very helpful.

[Davi_3]

Pointless provision of O2 shenanigans.

Thank you

VP

[MI5]

@Davi_3 

O2fraudteam@O2.com

But they will not engage with you as it would be illegal to do so until the investigation is complete.

[FrankHarrington]

If it makes anyone feel better about their situation my case has been ongoing since August 2023.

I raised a complaint with the Ombudsman, back in Sept '24. Awarded the case in my favour, O2 ignored the Ombudsman. Have heard NOTHING. Ombudsman say they have done what they can. Can't open another case relating to the same complaint.

I have raised 3 complaints with O2 since January. again NOTHING.

Every time you speak to a call handler you start the entire exhausting process again.

I have had to take this week off work in order to try to resolve it as my business is struggling. I have no vehicle currently as I have had finance refused twice. Credit score spotless apart from these defaults relating to O2.

3 days spent on the phone to different departments, being passed around, nobody able to help. Have visited the O2 store, manager unable to help.

If I don't find a resolution by the end of the week I don't know what to do. I am tempted to drive to the headquarters in Reading and demand to speak to someone in person. Has anybody done this successfully? It is an hour and a half drive but its my last resort 

[madasaf1sh]

@FrankHarrington 

Why have you not used the Credit Reference Agencies process for disputing erroneous entries... and then o2 have to resolve them and provide evidence to the CRA's

o2 aren't based in Reading (thats Virgin Media), and they will if like a lot of other companies, call the police and get you escorted off the premises and arrested for tresspass 

So I wouldnt go down this route, unless you want a criminal record..

[FrankHarrington]

I should have said, in 2023 after reporting the fraud, rather than investigating the fraud the debt was sold on to debt collectors, Lowell. So I am being chased by Lowell until O2 acknowledge the fraud. I have raised notices of correction with all credit reference agencies, Experian, Equifax, transunion, but all returned the same result that Lowell do not consider the debt to be fraudulent, and so the cases are closed. I even thought about paying the outstanding balance, which is nearly £3000 but realised even this won’t restore my credit, as I would be admitting liability for the debt, so the only way I can resolve this is by somehow getting O2 to respond!