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]

If I'd always be serious about this whole ordeal, I would now have to up my dose of anti depressants!

I am seriously fed up though. I have worked in CS myself, and no matter how bad my day was, or how tired I was, I have always tried to help my customers. I have never made false promises and I have always listened. Especially the 'oh I had three exactly the same cases today' made me angry. What do they think? That I am stupid?? 

I feel pretty much non existent to O2. And it's not nice at all. 

[Cleoriff]

I am just hoping that @Toby may be able to help you with this @Sylvia1980

Unless of course it all magically resolves itself after midnight

[Sylvia1980]

He has escalated it to his team, so hopefully there will be a resolution soon.

i was actually thinking of buying a new ipad through O2. I have my doubts now. 

[jonsie]

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@Sylvia1980 wrote:

i was actually thinking of buying a new ipad through O2. I have my doubts now. 

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[Sylvia1980]

Quick update - not working

[Cleoriff]

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@Sylvia1980 wrote:

Quick update - not working

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So nothing happened overnight.:smileysad:  Let's hope @Toby is able to escalate this @Sylvia1980.

[Toby]

Hi @Sylvia1980,

You have another PM from me.

[Sylvia1980]

So my phone is working again. That's the good news.

The bad news is that they have attempted to hack my o2 account again this morning. They have tried to take money out of my bank account. Bank account is now completely suspended and I am going to have to change ALL my passwords again.

I am really quite shocked.

Will be back later x

[Cleoriff]

How the hell has this happened again? You mentioned in post 51 of this thread that someone had attempted to hack your bank account. I thought you had changed all passwords at that time. What do your bank say about it?

PS Glad the phone is working by the way...

[Sylvia1980]

I did. I have no idea.

I have no online bank account any more now. I am absolutely shocked.