Fraudulent Account set up in my name

[Jaded1]

I've just had a default notice through in the post. Someone has set up a phone account in my name with my address and run up a large bill. I've blocked the account, but I want to know how on earth they had enough details about me to set this account up in the first place? They obviously don't have any of my credit card details, nor my email addresses, as nothing has been taken and no emails have been sent.

How does this type of thing usually happen? What do they need to provide to set an account up in my name?

Also, the fraud team at O2 are not taking any calls at the moment. Its the usual line "due to covid, we are dealing with this exceptionally slowly and we won't actually provide a service to you, our long standing customer, as we have everyone working from home at the moment. We undertand you are very worried about what information has been comprimised and your corresponding credit record, but we will take up to 3 weeks - 10 working days- to get back to you" Great.

[Anonymous]

Hello @Jaded1

It's important that you phone O2. Ask for the Fraud Team.

You will need to contact o2 you can find the details here - Guide: Coronavirus Community Help and Support

Advice from an O2 Guru regarding a way to get through:

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call

[Cleoriff]

@Jaded1 

You do have to speak to the fraud team via O2

Numbers here Guide: Coronavirus Community Help and Support 

Advice from an O2 Guru regarding a way to get through:

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call

[Bambino]

@Jaded1 Report it directly here too: https://www.actionfraud.police.uk/

[Jaded1]

Unfortunately this doesn't work when phoning 202. 

Any other ideas?

I'm being bombarded with letters threatening credit reference action and selling on my debt. It is not good enough that I can't speak with someone about this. Threatening letters with no recorse. I will be making a complaint to the ombudsman about all of this as this is appalling service and is not surprising that criminals are able to get away with this when there is such incompetence in checking ID effectively and following up quickly when a fraud is reported. 

I've phone customer help three times and they refuse to put me through to the Fraud Team. They say it will be dealt with within 10 working days but I need to speak to someone now. They've put a stop on the account, but I'm still getting letters and I'm worried about my credit rating. 

Just not good enough O2

[MI5]

@Jaded1 

You can't speak directly with the fraud team as they are not customer facing.

Once reported to CS the details are passed on to fraud and they will deal with it.

All you can do is wait and they will contact you with the outcome.

Just because you haven't heard anything, doesn't mean they aren't doing anything.