Fraud and customer service

[JemP]

I’m really struggling with my account it has been with fraud for over 10 days no one’s contacted me, I’ve chased the fraud team through email no reply. Couldn’t cancel my account through customer service as it’s with the fraud team and they’ve now delivered my new phone but the sim is locked as the account is with fraud. I’ve no idea if this team exists or if I’ll even get to use my new phone meanwhile I’m paying for the contract plus a pay as you go sim in an old phone so can be contacted in emergencies. Getting frustrated and fed up as couldn’t even put in a complaint as the complaint team didn’t call me back after requesting and went to store but nothing they can do. I can provide anything they need me to showing who I am if they just communicated and ask! Do I take it to the ombudsman as next step? 

[pgn · Accepted solution]

The Fraud Team is reportedly very staid (read slow!) in its approach in O2, @JemP - going by reports here on the Forum over the years. This is the official line on how things should happen: https://www.o2.co.uk/help/safety-and-security/fraud-advice

You can always complain, the avenues open to you are here: https://www.o2.co.uk/how-to-complain

Good luck, @JemP