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Fraudulent account setup

JimElston
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My family and I have been customers of O2 for around 15years. My mother had a fraudulent account setup for an iPhone 12. We notified O2 in October and were told the fraud team would be in touch within 5working days.
We never heard from O2.

In November and December we spoke to O2 but kept getting told it’s with the fraud team and they would be in touch - again, we have not heard from O2.

At the start of March I took this on and spoke to Charnelle (a manager) who promised to get a resolution but needed 5working days. Yet again....nothing back from O2.

In the meantime, they have registered two defaults on my mothers credit file and have even blocked her existing phone due to nonpayment.

There seems to be no end in sight with this issue and NO ONE at O2 seems to understand the severity of this and the worry it is causing my mother. All we get is apologies and empty promises.

What can be done? This will be heading towards legal action at this rate!
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jonsie
Level 94: Supreme
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Unfortunately only the fraud team can sort this out for you and you need to persist in speaking to them

You need to call O2.

All numbers are in this guide

You can use Skype from your PC to call the free numbers if you have no phone available

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

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Message 2 of 11
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JimElston
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I don’t believe the fraud team actually exists. You can’t speak to them directly and haven’t responded for 5months. 🤷🏻‍♂️

Any other ideas?
Message 3 of 11
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MI5
Level 94: Supreme
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@JimElston 

In your case, I would make a complaint https://www.o2.co.uk/how-to-complain and also contact CAB for advice. 

https://www.citizensadvice.org.uk/

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Message 4 of 11
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Bambino
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@O2Lisa Is there anything that you can do to assist @JimElston?

I DO NOT WORK FOR O2



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Message 5 of 11
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O2Lisa
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Thanks for the tag @Bambino.

I'm so sorry about this @JimElston I'll message you privately and take some details, we'll get this looked in to for you 

My working hours are Monday - Thursday 08:00 - 18:00
Any messages sent outside these time will be responded to on my return.
Thanks slight_smile

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Message 6 of 11
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Bcla
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@O2Lisa My mum has had the same thing happen. She has now received 4 enforcement notices and the fraud team are not contacting her to resolve the issue. Please could you message me privately to see if you can resolve this for her. It is very distressing. Thanks.

Message 7 of 11
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O2Lisa
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Morning @Bcla, sorry to hear this, of course, I'll message you privately and get this looked in to for you.

My working hours are Monday - Thursday 08:00 - 18:00
Any messages sent outside these time will be responded to on my return.
Thanks slight_smile

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Message 8 of 11
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Jarvo
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@O2Lisa I have the same issue been going on for 3 months has @JimElston and @Bcla been sorted if so would really appreciate mine being resolved aswell

Message 9 of 11
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O2Lisa
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I'll private message you now @Jarvo 

My working hours are Monday - Thursday 08:00 - 18:00
Any messages sent outside these time will be responded to on my return.
Thanks slight_smile

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Message 10 of 11
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