Fraud and cancelling an order

[IMCaan]

Hi

Within minutes of hanging up fraudsters call, I realized that I was scammed. So I phoned O2 immediately. O2 confirmed that I was scammed and the fraudsters have placed an order for an iPhone 14, over £1300. O2 could not cancel the order and referred my account to O2 Fraud Team who will contact me within 5 working days. Luckily, the iPhone was dispatched to my home address and it was delivered the following day. Fraudsters phoned me within minutes of iPhone delivery and asked for the phone to be returned to their address but I hangup and blocked their number.

I contacted O2 on three occasions, within 5 days, to cancel the order and to return the phone. However, O2 told me that order can't be canceled until O2 Fraud Team have investigated the case. I can login to my O2 account and see the fraudulent order but I can't cancel it.

I have not received a phone call from O2 Fraud Team and it's been over 5 working days. I did receive a text message from them saying that O2 Fraud Team will investigate and contact me within 30 days with the outcome. The outcome is clear as far as I'm concerned, I need to cancel the order that I have not made and I'm also within my 14 days cancellation period.

O2 Customers services won't transfer me to O2 Fraud Team to speak to them.

I have the phone in it's unopened original packaging.

I am afraid that after 30 days, O2 will say they can't cancel the order because it's been longer than 14 days cancellation period.

This is very poor service from O2.

What do I do now? Is my option only to wait for 30 days for Fraud Team contact me?

[Cleoriff]

@IMCaan 

I'll tag @O2Sarah- for you. Hopefully she can help.

[IMCaan]

Thanks Cleoriff

[O2Sarah-]

Thanks for the tag @Cleoriff 

@IMCaan I will send you a private message so I can see if there is anything I can do.

[Cleoriff]

Thanks @O2Sarah- xx

[Mwil29]

I've also fell for this scam earlier in the day. The phone looks like it's been dispatched to my house address. How do I cancel this order?

[Bambino]

@Mwil29 

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/

You can also reach O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)