Fraud team response time

[ianrobbie]

Has anyone had any experience with the fraud team?

Ordered two handsets at the start of February and received them at the start of March but can't use them as the SIMs have cut off, my account has been closed and I'm under investigation for fraud.

Live chat can't tell me anything and I've emailed the fraud team but have been told to wait ten working days for a reply.

One of the handsets was for my son, who now has a phone but can't use it.

What happens now? I'm hoping someone on here can answer because O2 can't or won't give me an answer.

[Cleoriff]

@ianrobbie 

You need to contact O2 and ask for the Fraud team. If they said 10 days they have exceeded that limit.

All numbers are in this guide Guide: Coronavirus Community Help and Support 

When you call, you will be asked for the reason you are calling.

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to someone.

You can also try saying "Upgrade" or "Fraud" to be connected to an advisor.

8.00am is the best time to call if you can.

[MI5]

@ianrobbie 

Unfortunately, you have no choice but to wait for them to contact you.