Fraud team investigation

[Annoyed678]

How long should it take for fraud investigations to complete, I've been waiting over 4 months and still had no feedback

[jonsie]

4 months is quite ridiculous

They say about a month

I don't know the circumstances but you need to call customer service and request an update

[Enlli]

They seem to be taking longer and longer.

4 months is just crazy, but I have heard of longer on here.

Problem is they won't deal with anyone when a case is open

[Oxonian]

@Annoyed678 

The problem is that whilst the investigation is ongoing, the fraud team probably cannot update you - they need to abide by both criminal law and the Money Laundering Regulations to avoid creating a situation in which they cannot prosecute. 

A further complication might be if your investigation has been subsumed by one that is far larger ; if you are one of many individuals that has been defrauded or has had their account compromised by the same fraudster.

A search of this Community will find posts detailing a television programme and quite a lot of newspaper coverage of this problem ; these would have been in Autumn 2023. 

Please follow @jonsie's advice. You might not get an update but if you pursue this routinely, at least you won't get forgotten about.       

[Annoyed678]

Thanks for all the feedback, I've had at least 8 conversations with them mainly on the phone but on webchat too, in December the guy told me to cancel my direct debit and he would put me back on my original tariff, that didn't happen and  recently after a few days of threatening emails and voicemails, I can no longer connect to the o2 network, talked to them twice this week, they tell me they can't do anything until the fraud team has finished and again told me they would contact me in 30 days, which is what they told me in September, I feel like one those royal mail postmasters, wrongly done, criminalised and no where to turn. I didn't even want to go with o2, I got pushed onto them by virgin mobile and it went downhill almost immediately.

Thanks for the replies

[Oxonian]

That's a shame @Annoyed678 and I fully understand your feelings. 

Please keep us updated on developments.