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

[Bambino]

You'll need to keep rebooting your phone to check if the problem is resolved, but don't do it for a while yet. Give them the two hours, but if it's not sorted by then you'll have to call again.

[gindygoo]

I see another call to O2 in this poor woman's future 😞 although I really hope I'm wrong.!!

[Sylvia1980]

Well, someone else promised to call me back a few days ago and he did. Not that the problem was solved though. Phone is off, sim is out. Need to get on with stuff, two small kids want my attention, work is waiting and my house is a tip.

fingers crossed

[MI5]

Good luck

[Sylvia1980]

Thank you. No luck so far.

[Sylvia1980]

Guess what. No call back and no working phone. I could cry out of desperation you know.

At least I managed to tidy my kitchen. 

[Bambino]

We feel your frustration. I'm sorry to say you're going to have to get back on the phone. There is no other way. Do you have a reference or case number so you don't have to keep on repeating the problem to CS over and over?

I will tag @Toby who is Head of Community. I don't think he's around today, but when he does log in next he will see this thread. Maybe he can lend his weight to help you get this sorted out.

[jonsie]

Definitely get back on the phone. Bypass the ivr by dialing 202, option 2 then immediately press zero.

[Cleoriff]

This is totally frustrating. Do these CS staff think people have nothing better to do than keep phoning/waiting/phoning/waiting. Just a constant waste of time. If @Sylvia1980 does have the time to phone back today she needs to let them know the promise that was made and the fact there has been no call back...and no solution

[Curr946]

That's shocking, you'll have to start from beginning. I feel your pain.