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]

And she also promised to discuss compensation when she would call back. I feel not taken serious, I feel lied too. I run a small business myself, and if I would treat my customers like this, I would be out of business in a week. I guess for 02 it doesn't matter, they are big and don't give a monkeys, clearly.

Thank you for tagging the head of community, any help is appreciated. I will call back later today, too angry right now.

[MI5]

Just awful, I'd be fewmin too 😞

[Sylvia1980]

Still no call. I am going to write down exactly what happened, what has been promised including times and dates, then call tomorrow again with that list in front of me. Will also email the complaints team and the CEO. Might even copy/paste it to watchdog, and on Facebook if possible. Will also tweet them and basically spread the word.

I am fuming indeed.

[MI5]

I hope they ain't trying to call your mobile 

[jonsie]

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@MI5 wrote:

I hope they ain't trying to call your mobile 

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Nothing would surprise or shock me...

[Bambino]

This is one of the worst cases of negligence on O2's part that I've heard of for a long time. Truly unacceptable.

[jonsie]

You have a devil of a job trying to find someone to take ownership of the problem and see it through to resolution.  I think the CEO is the only way forward. 

[Cleoriff]

Well Toby has been tagged so let's hope he can help...

[MI5]

I assume this will have to be referred to the fraud dept for confirmation, which may be why it's taking so long.

[Cleoriff]

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@MI5 wrote:
I assume this will have to be referred to the fraud dept for confirmation, which may be why it's taking so long.

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If this is the case it's a pity the op was promised it would be resolved in 2 hrs and would be getting a call back..