Phones have been ordered on my account without consent

[SC-Frustration]

I have tried to call O2 several times and due to waiting times, they have explained they will ask the fraud team to call me, but they haven't. This has been going on for years!!!!

Phones have been ordered to my account, my mum who should have received a free upgrade, wasn't able to as O2 said we are still paying off a device, we never ordered any device. We are paying for someone who has ordered phones on the account!!

What do I do, I feel I'm not getting anywhere with O2. Really struggling.

Surely when they see devices are being ordered to multiple address' which are not as the account, then this should be checked/ questioned???

[Bambino]

@SC-Frustration See if there's anything in the advice below to help you:

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)

[SC-Frustration]

Thank you @Bambino this is useful, however, I don't know if my mum gave her details or clicked on a link by accident. As this was from a couple of years ago, the payments have been made to O2 for the phones/ AirPods which we hadn't ordered, as my mum didn't notice that her bill was so high as she was travelling most of the time and put it down to being abroad. 

Thank you for your help, I shall try some of these suggestions, much appreciated.