Fraud

[AL21]

O2 have allowed my estranged family member to have a contract under my name. O2 have also willingly linked the accounts together and given my estranged family my personal home details. i have contacted the police, action fraud and now have a solicitor involved. O2 customer services have been rude and unwilling to help. Has anyone else had this issue or an issue similar before?

[MI5 · Accepted solution]

@AL21 

O2 advice on fraud here https://www.o2.co.uk/help/safety-and-security/fraud-advice

There is a dedicated fraud team which this needs escalating to.

Insist that customer service pass your case onto them.

[AL21]

Thank you for that. it has been passed to the fraud team and they have estimated a 10 day turn around hence involving solicitors.

[MI5]

@AL21 

10 working days is the standard response time form O2.

Keep a record of all correspondence for your solicitor too.

[jonsie]

I presume your estranged family had access to your personal details and it will take time for the fraud team to investigate. Try not to worry as they will sort it out for you and it shouldn't impact your credit file.

One thing you could do is possibly report that/those phones as lost/stolen which would stop them benefiting from their fraud. Or just be patient and see how the fraud team handle it when they get back to you.

Perhaps admin can feed back the attitude of the advisers who were rude to you.

[Cleoriff]

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@jonsie wrote:

One thing you could do is possibly report that/those phones as lost/stolen which would stop them benefiting from their fraud.

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Good idea @jonsie . I wouldn't hesitate. It has been a type of theft after all. Identity theft. Also taking out a contract under false pretences!!

[Bambino]

Not wishing to upset the OP, but we're only hearing one side of the story. Were O2 aware that the OP was estranged from their family prior to all this happening? We don't know if this was done under false pretences or not. We also have no knowledge of the conversation between the OP and O2 customer service, so there's no way of knowing if the O2 representative was rude. I don't think we should be leaping to conclusions here.

[djbsuffolk]

Report the phone as stolen so it can't be used - at least they can't benefit from the fraud. Have to agree with @Bambino there are always two sides to every story especially when family members are involved.