Delivered an iPad l never ordered. Cannot contact O2 fraud department,

[JPT]

I am with EE. Before Christmas l was delivered an iPad from O2 which l never ordered. 
I rang immediately and was told keep it in its box and the matter will be referred to the fraud department. I am, and still are, worried that my identity has been stolen. The assistant advised me to ring my bank to watch for any unusual transactions, and l should be contacted by the fraud department in 10 days…..then told 3 days after l had waited 14 days already…….then told l should have been told 28 days. That expired a month ago, and l was told 3 day again when l rang. They say they can’t tell me anything as it is a fraud matter!

I have Heart Failure and this has stressed me out immensely. I have now received the latest in threatening letters threatening debt collectors. What can l do?

[gmarkj]

Given that you have tried to contact o2 through the usual channels @JPT, I'll mention the community advisors to see if they can help resolve this.

@O2Lisa @O2Sarah- can you please help?

[JPT]

That would be so appreciated GMARKJ. I am really out of my depth with this. My husband and l are pensioners and not on social media sites. I am aware you are not customer services, but they haven’t got me further than day one unfortunately. I am sure they do their best, but  for me it is a never-ending circle.

[O2Lisa]

Thanks for the tag @gmarkj.

@JPT I'll message you privately and look in to this for you 😊

[Bonniedoo1]

Same happened to me. 

[Bonniedoo1]

Same happened to me delivered IPad I never asked for 2015 sent back but they charged me a monthly fee. Trying to get a refund and contacting them is impossible. They now say they sent me a replacement one which I never got. 

[Bambino]

@Bonniedoo1 Are you saying you received an iPad in 2015 and you're posting about it today?

If you think you’ve been the victim of fraud – whether it’s because you’ve given details to someone over the phone, or clicked on a link in a suspicious text or email there are things you can do:
Contact your bank if you think you may have given out financial information. They can help protect your account and stop transactions.
Change your account and online account passwords. Not just your O2 account. All of them.
Forward fraudulent texts to O2 for free on 7726.
Contact Action Fraud on 0300 123 2040.
Call your Virgin Media or O2 customer services number if you think somebody’s taken out a contract using your details.
Virgin Media customers can phone 150 from their landline or 0345 454 1111 from any other phone.
O2 customers can call 202 from their O2 phone or 0344 809 0202 from any other phone.

You can block the number that called you, or any number you think may be suspicious.

How to block a number:

https://www.samsung.com/us/support/answer/ANS00062352/

https://support.apple.com/en-us/HT201229

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/

You can also reach O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (now X) (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)