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

[Cleoriff]

Hi @Sylvia1980 if that is the case (and it may well be the source of the fraud), I can't tell you how sickened I am by it...Real scum.

[jonsie]

That's one of the major problems with social media. It can be a source of great benefit for things such as funding and finding missing people. Unfortunately these fraudster trolls will look for anything to extort or misappropriate money.

[gindygoo]

Ugh that's disgusting but also unsurprising, these scumbag will seek out victims wherever they can and don't care how vulnerable they are. Luckily ( I know non of this feels lucky) you're on top of this before they've accessed your funds.

At least your phone is up and running as that was real frustration. The check of them trying again is amazing but hopefully they may catch them because of this? I wonder if they'd actually let them think they were able to collect the SIM in store but have police waiting? That'd be the a great win for you if they did, but it's probably me being overly optimistic as it's not really O2's place to do it....