Fraud

[MycroftMonk]

Over the Christmas period, I had money deducted from my Pay as you go credit. When I called O2 Customer Services, they agreed that the money was taken and reimbursed me. However, when I rang back today, as I was told to do, I was asked all sorts of security questions and the lady kept calling me "my darling." When I asked to talk to a supervisor, the call was cut off immediately. The thing is, there was no number or information associated with the money deducted from my credit.

[jonsie · Accepted solution]

There is nothing to say this is fraud.

There are any number of reasons the credit could have been taken and customer service can tell you exactly where it has been used.

It's possible you have been subscribed to one of the numerous scams when browsing online but only customer service can tell you. You need to call them back because unless you have a charge to mobile bar placed on your phone, it could quite easily happen again.

It could also be any out of allowance debits to your account but that would normally be a call or an accidental sending of a text with smilies or a group text sent to numerous people over the Christmas period. Again, customer service can see any debit to your payandgo credit.

We could guess all night to be honest so call again and hopefully get through to a professional adviser who will explain where your credit went.

At least she was courteous enough to refund the credit but very liberal with her interpretation of addressing a customer. Maybe she was full of the joys of Christmas but far better than being rude and refusing to refund you.

Whatever the reason I doubt very much it was fraud.

Some reading for you with possible explanations.

https://community.o2.co.uk/t5/How-to-Guides/Have-you-fallen-for-or-been-conned-into-a-premium-rate-s...

https://community.o2.co.uk/t5/How-to-Guides/Accidental-MMS-Sending-and-How-to-Avoid-it/ba-p/1014132

https://payforitsucks.co.uk/

You need to request a bar on all premium services and all charge to mobile services.

[Marjo]

Hi @MycroftMonk, how are you getting on? Sorry to hear that the call with customer service was cut off. Were you in contact with Customer Service again after that to see if you can get any additional information? 

There's some good advice posted above, thanks for your response @jonsie!  If in any doubt about the security of your account still, you can always call customer service who can pass your case on to the Fraud team to have a look just in case.

It would be great to hear how you're getting on with this and if you need any further help?