Blacklisted phone, due to fraude on my account, impossible to resolve??

[Sylvia1980]

So. On Tuesday I noticed that I had 'no service' on my iphone 6. I was in the zoo so couldn't do anything, but as soon as I got home, I went on the 02 chat and explained the problem. Turned out that someone had reported my phone lost and requested a new sim, all without my knowledge. I have reported this to the police. I was send a new sim due to security reasons and was told my phone would work again, as soon as I would put the new sim in.

I received my new sim on Thursday and it wasn't working. Back to the online chat and apparentely there were bars on my account which had to be removed. 24 hours later still no luck. I went to the apple store where they restored my iphone and did a diagnostics test - nothing wrong with the headset. The apple person told me to go to the o2 shop and tell them to remove the block.

And so I did. The lady checked everything and I was told my phone was bar-free and should work in 24 hours.

Again nothing. Still no service.

This time I spoke to someone at customer services and to cut a long story short, I was lied too, told the same story. 24 hours later still nothing. Decided to do my own research and found out that my handset is now on the blacklist (I paid £2 for a checkmend report). I have tried to explain this to a customer rep on the chat who assured me everything was absolutely fine with my phone - yes of course, I just made up the whole story! Grrr. Anyway, he then tried to fob me off by telling me to contact customer services by phone, followed by another check and then reassured me my phone was now really unblocked.

Guess what. It still isn't working. I have no working phone. 

So my handset is on the blacklist, not my fault! And nobody at o2 can take it off the blacklist? I have been with o2 for 8 years, never had any issues, but I am far from happy now. I have been treated like a liar and nobody actually even tries to help me.

Any one who could give me direct phonenumber of someone within o2 who can solve my problem??

thanks,

sylvia

[Sylvia1980]

No, I didn't request anything. It looked real to me, so clicked the link.

Hello Sylvia den,

Your O2 username has changed.

We just need you to validate this email address by clicking on this link:

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I think it was my full name before (there is a third word in my name), now, in my new name, the last part is missing.

When the manager returned my call, he did mention something about receiving an email, so I assumed it had something to do with the whole issue. I didn't really ask further because I was too happy about his promise. When I logged in, I also noticed that my device was an iphone again, rather than the alcatel.

[MI5]

Sounds like they may have set you up a new account then.....

[jonsie]

They are obviously doing a full investigation now then.

[MI5]

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@jonsie wrote:

They are obviously doing a full investigation now then.

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I wouldn't expect any less.

[Sylvia1980]

I just logged into my o2 again, and it's now asking me to set up my phone. I would love too, but they will send a text with all the settings, obviously I can't receive texts. So yes, things are happening. But still no phone which actually works 😕

[Sylvia1980]

And if I go into my settings on my phone, network, carrier, it still says 'phone not allowed'

I might become a customer rep you know, I seem to have more knowledge than them now lol

More info

[MI5]

Maybe after midnight when the systems all sync together ?

[Cleoriff]

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@Sylvia1980 wrote:

I might become a customer rep you know, I seem to have more knowledge than them now lol

More info

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Well you have a sense of humour @Sylvia1980 (as well as being Superwoman) Those are two skills they seem to lack 

[MI5]

I see no laughing 

[Cleoriff]

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@MI5 wrote:

I see no laughing 

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No nor me...I am just trying to cheer @Sylvia1980 up a little. No harm in that......