Fell for a fraudulent scam...fraud dept / o2 have not responded to my emails

[itssimplyd]

Hi, I hope someone can assist me.

On 14.01.22 my phone was compromised and I couldn't make or receive calls/messages.

I reported it to the fraud dept. and since then they have barred and deregistered my account no. as well as blocked my phone so I am not able to use a new sim.

I have been unable to speak to anyone above customer services who continuously tell me to email their fraud dept. which has proved fruitless.  During my phone compromise, costly messages were sent and my bill is 10 times higher than usual which I have informed o2 that I will not be paying.

Is there a number/email that I can contact that is not customer services or complaints review as neither one of them has responded to my situation?

Regards

[MI5]

Unfortunately you need to give the fraud team time to complete their investigation and they generally don't rush.

Unless you had taken steps to secure your device, or report a loss within 24 hours, you will be responsible for the additional charges.

Not what you want to hear, I know, but you just need to wait I'm afraid.

[itssimplyd]

Thanks for responding, do you have any idea of how long their investigation takes as I reported it on the day?  I saw a statement where o2 say they will acknowledge your email etc. and in my case, that isn't true.

[MI5]

@itssimplyd 

What email address did you use?

The fraud team aren't customer facing so there's no way to contact them directly afaik.

It has to be escalated by CS.

I'll ask @O2Lisa to see if she can help speed things up for you.

[itssimplyd]

I used a personal email account.  Yes I have been told that, it's just one of those frustrating things when you don't have a landline and the mobile is THE most important device you have and I just feel as though I'm being suspended mid-air.

Thank you, I appreciate your help.

[O2Lisa]

Thanks for the tag @MI5.

@itssimplyd I'll message you privately and look in to this for you.