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