Victim of fraud - no contact from elusive fraud team

[Revilo]

Hi all

I hope someone can help me or point me in the right direction as contacting customer service has been fruitless. 

Back in May 2023 I started receiving default notice letters for an O2 product that I did not purchase. I suspect I have been a victim of identity theft and have reported it to the relevant authorities. I have tried countless times to contact the fraud team but every time I speak to customer service they say that this isn’t possible and that the fraud team will contact me within 48 hours. I still have not received any communication from the fraud team, meanwhile O2 send me more letters escalating the default process. I have now received a default sum notice advising that my account will be referred to a debt collection agency. 

can someone please help?!

[Revilo]

@O2Emma I have seen you mentioned in other conversations regarding fraud and wondered if you may be able to assist with this please?

[Enlli]

It's @O2Jonathan on this afternoon

I've tagged him in this post

[O2Jonathan]

@Enlli thank you for the tag, I will private message @Revilo now.

[Revilo]

Can anyone help to have this issue resolved?

[gmarkj]

Did you get a message from Jonathan @Revilo and did you reply to it?

[Revilo]

Hi gmarkj, thanks for your reply. I responded to Jonathan on Saturday but haven’t had a reply since. I appreciate the link to the customer service guide. I have contacted them on several occasions and they just advise that the fraud team will be in touch. Starting to wonder if there is a fraud team at all. 

[Orange8]

Hi 

I had exactly the same problem. Scam was on the 18th May, account frozen until last Friday 7th July.

I think the fraud team only rang me because as soon as I had my service back I applied for a PAC code to leave O2 and they thought that looked strange. 

I was assured the debt had been cleared and my account was back to normal but I am still getting calls from a debt collection company and my account still shows debts which are not mine so the saga hasn't ended yet. 

According to the assistant who called me from the fraud team it was an email from Sumaira in Customer Services 360 team who I spoke to on Thursday morning that finally did the trick. However I had emailed the CEO (Lutz Schueler) and customer complaints frequently, and decided to cc the press team on Thursday night stating that I had contacted the BBC You and Yours and Watchdog programmes. My account was then unlocked on Friday. 

According to the fraud team my fraud had been logged as impersonation fraud (which it was not) and that takes longer to process. Who knows if this is true so I will continue to make a formal complaint as 7 weeks without a phone is unacceptable.

These are the email addresses I cc'd. 

RPA_MB_CEOs_Office@o2.com, lutz.schueler@virginmedia.co.uk, complaintreviewservice@o2.com, pressoffice@o2.com, press@virginmediao2.co.uk, press@virginmedia.co.uk

I hope this problem has been resolved soon for you by now, but if not I really feel your pain.