Suspicious 'feedback' email.

[MrMatt55]

Hey there!

I've just received a very suspicious email from o2@express.medallia.eu. 

They say: 

'Thanks for checking in to get help. We’d love to ask you a few questions about your recent experience.'

... only that I haven't used any help services for over a year. Should I be worried? Is someone meddling with my account? Is there a way to check change logs or recent activity regarding my account?

[Bambino]

@MrMatt55 It's a phishing email. If you didn't click on any links in the mail or enter any information, just delete it.

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/

[Cleoriff · Accepted solution]

@MrMatt55 

It's genuine. 

https://community.o2.co.uk/t5/Discussions-Feedback/Is-this-spam-or-really-on-behalf-of-O2/td-p/10367...

https://www.medallia.com/press-release/medallia-opens-uk-office-to-support-rapid-growth-in-europe/

[Bambino]

Very strange, @Cleoriff. The thread you linked to is six years old and the press release link is from thirteen years ago.

[Cleoriff]

I know @Bambino but Google took me to that post when I typed in the Medallia address.

So as far as I'm aware, it's still appearing as genuine.

[Enlli]

Genuine or not still intrusive email, particularly as you have not used the service.

Personally I block all those feedback sort of emails. Leads to a quieter life.

[gmarkj]

Might be worth double checking...

Can you confirm if this is genuine @Martin-O2 @Breanna @Chris_K ?

[Chris_K]

Hey all,

My sincerest apologies for the delay in replying - @Breanna has been doing her best to remind me about it. Doesn't excuse it, but it's been mega busy in the social media space with us changing the tool we use to manage & respond via our social media profiles so I've had to do a lot of prioritising here and there.

So, back to the subject at hand - I can confirm these emails are indeed legitimate, and we use Medallia to conduct some surveys on our behalf, where we get feedback from customers around if they got the help or info they needed, or so we know if or where we need to improve things.

What can be a little confusing is the email isn't necessarily sent only if/when you contact us for support, but it can also trigger after logging into the My O2 app for instance. So if you perhaps viewed your My O2 account within a few days or so before you got the survey, that may help explain it.