Reported a fraud case

[MrEd1959]

I reported a fraud case on 12 October 2023 and despite several attempts to contact O2 I have heard from them. The service levels for answering phone calls is awful. Agents on the line have no ability to action anything. I feel sorry for them having to work in an over process driven environment where they are disempowered. I still have a very expensive phone that was fraudulently sent to me,  and dispite going to one of their shops to return it (which their processes don't allow) they have made no attempt to get it back. Customer service? 

[MI5 · Accepted solution]

@MrEd1959 

This is all we know from O2.

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/

[MrEd1959]

Thanks - I've taken all the relevent steps. 

[Oxonian]

@MrEd1959 

It is quite clearly ridiculous that, having reported a fraud over five weeks ago, the 'phone is still in your possession and arrangements have not been made to recover it from you. I suggest that you consider making a formal complaint :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

Please see "Resolver" in the first link. They have a reputation for facilitating satisfactory outcomes.