URGENT Fraud Bar incorrectly not removed

[Tink_27]

 Fraud Case Resolved but Bars Still on Account – No Working Phone for 3 Weeks

Hi everyone,

I’m hoping someone here can help, as we are at a complete loss.

My husband’s account was hit by fraud almost 3 weeks ago. O2 fraud resolved the case after 4 days, but they only removed 1 bar on the account and left the other 3 bars in place. As a result, he’s still not had a working phone for nearly 3 weeks.

We’ve called customer services repeatedly. Every time we’re told:

• They’ll escalate it to fraud.
• Someone will ring us back (but nobody ever does).
• When it was escalated they said it will be sorted in 24 hours-48 hours, but nothing happens then I have to ring back again 

The store checked and confirmed that 1 bar had been removed but the rest are still on.

The fraud ticket itself has been closed so on their end it’s all done but 3 other bars remain !

To make matters worse, we can’t even sign in to the O2 account because the fraud added a replacement O2 email address to the profile – which means when we call in, they can’t properly verify us.

We’ve spoken to multiple advisers and even a manager (who promised to call back within hours – that was over a week ago!). Another adviser this Thursday promised it would be fixed in 24 hours, but again, nothing.

This is becoming incredibly stressful – my husband has been without a working phone for nearly 3 weeks now. Please, can someone from O2 actually get this sorted?

Thank you in advance for any help.

we have logged a complaint but that’s 8 weeks for a reply 😞

[pgn]

If you have a plastic SIM, will it work if put into a different phone? Guide: O2 BARs - some bars can be removed by the account holder in their MyO2, if there is any way you can get access to that?

Try contacting O2 Social Media team to see if they can help with the e-mail address on the MyO2 side, contact links in here: Guide: How to find help & contact O2 - although their hands may be tied with an active complaint in the pipeline, as well as the initial fraud case.

I'll tag @Dave-O2 who is the forum manager, but he won't be back until Tuesday.

Good luck!

[Tink_27]

Hi! Thanks for the reply 
Sadly because we logged the fraud case they have replaced his email with a temporary o2 one so he’s been signed out of it and can’t get back in and that’s the other issue 😞 they won’t change it back to his email until the bars taken off it’s so silly.  

Tried social media team who said they would email the fraud squad but that fraud teams had probably around 10 nudges already from our multiple calls it’s so frustrating, we go abroad for a holiday Tuesday and we expressed that it needs to be solved by then but isn’t looking good!
Just seems so daft that they took 1 bar off and not the others and done half a job, and then the worst of it is the complaints team messaged today to say they’ve tried to ring him but it ‘won’t connect’ but it’s the bar!!! Even after we gave alternative numbers too

Thanks for that hopefully someone can sort  

[pgn]

Not looking good, no, @Tink_27 - and @Dave-O2 won't see this until after 9am Tuesday - too fine for you and your Tuesday departure, I fear.

A stopgap may be to drop into an O2 Shop and getting a PAYG SIM, and topping it up Guide How to Top Up (PAYG) before you go... Hoping no handset bars are blocking  you.

[Tink_27]

Thanks, I know luckily we go Tuesday night so still got some time to buy but we have bought a sim from another provider to swap into at the airport so he’s got some data and calls at least but will have to pick up again when we get back the following week 😞 thanks 

[Tink_27]

Great news ! It’s been lifted thank goodness 

didn’t have any contact from o2 yet but we just tried it again and suddenly it’s working

getting a PAC code to move away from o2 and now they’re saying we owe £500 more than we know about so wondering if this is the fraud that racked up but the advisor said we can dispute the final bill so fingers crossed 

thanks !! 

[pgn]

Not that anyone on the forum was able to do much, as we cannot access people's accounts - but brilliant news! Hopefully holiday comms work smoothly and as expected, and the final reckoning accounts for the events that happened rather than your liability. Enjoy the break away, @Tink_27.

[Dave-O2]

Thanks for the tags @pgn 

@Tink_27 It's great to see that this has now been sorted 😊