Duped into a dodgy O2 contract through Telefast Services

[gcr44]

My wife has been a loyal O2 customer for the last 14 years, for the last few months O2 have been hounding her to get a new contract, she finally gave in as her phone is getting pretty old, so the next time they called, she said that she will go with a new contract, and a new phone. Went through all the details with the O2 sales person on the phone, who then told her, someone will get back to her in 24h. She waited 3 days, nothing, so tried to contact them, they said it's 'processing'. Another week goes by, still nothing.

Then she gets a call from a guy claiming to be from O2, she asked him numerous times to confirm that he is from O2, he said he is.

Anyways, long story short, she went through the contract details again with this guy, he confirmed she is who she is etc... Which made her think, yep this is genuine. They said that the phone she wants is out of stock and will be back in stock in two weeks. Two weeks goes by, tries to call O2, they said the contract isn't with them, it's with a different company called Telefast Services, so the guy who called lied about being from O2, then said that the phone is out of stock, so the two weeks cooling off period on the contract has passed.

These people are now impossible to get hold of, we don't want to deal with dishonest thieves, we don't want to give them any of our money, the phone is coming tomorrow so we'll be refusing that to begin with, could someone point us in the right direction to get out of this contract.

Feeling so annoyed, if O2's customer service hadn't been so appalling in the first place, we wouldn't be in this mess. 

Thanks.

[MI5]

@gcr44 

If you think you’ve been the victim of fraud – whether it’s because you’ve given details to someone over the phone, or clicked on a link in a suspicious text or email there are things you can do:

Contact your bank if you think you may have given out financial information. They can help protect your account and stop transactions.

Change your account and online account passwords. Not just your O2 account. All of them.

Forward fraudulent texts to O2 for free on 7726.

Contact Action Fraud on 0300 123 2040.

Call your Virgin Media or O2 customer services number if you think somebody’s taken out a contract using your details.

Virgin Media customers can phone 150 from their landline or 0345 454 1111 from any other phone.

O2 customers can call 202 from their O2 phone or 0344 809 0202 from any other phone.

You can block the number that called you, or any number you think may be suspicious.

How to block a number:

https://www.samsung.com/us/support/answer/ANS00062352/

https://support.apple.com/en-us/HT201229

There are also these links to look at:

https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice

https://www.o2.co.uk/help/safety-and-security/unwanted-calls-and-messages

https://www.actionfraud.police.uk/

[madasaf1sh]

@gcr44 

You are going to struggle, unless you can put in a case with regards to mis-selling, as these are scammers, and looking at the details and trust pilot they look similar to some others that have been posted about recently, and are actually based in the same building as ClearVision Comms and the same office... hmmm 

As you are no longer an o2 direct customer you have to go through telecast, there complaints process is here https://telefast.co.uk/complain-handling-policy/

Good Luck, I think you are going to need it...

[Bambino]

@gcr44 Just because whoever called initially said they are from O2 doesn't necessarily mean they were. We always advise that you should never deal with cold callers no matter who they say they are. It's possible that the company your wife agreed to a contract with is an O2 'trusted partner'. Doing a search, they appear to deal with business contracts: Telefast Services and this is how they're rated on Trust Pilot: 

Telefast Reviews | Read Customer Service Reviews of telefast.co.uk (trustpilot.com)

Getting out of one of these contracts, from what we see from others who have posted about being conned into them is very difficult. I'm afraid you're going to have your work cut out for you.

[Oxonian]

It might be worth a 'phone call @gcr44 to your local Trading Standards ; they might well not be interested but you do not know until you try ! 👍