Fraud

[Zuppyq]

Hi, if anyone can please help. There has been a contract taken out with o2 which has been coming from my mother's bank account. She is not currently an o2 customer. When I phoned 02 to enquire about they said they had no record of it and to cancel the direct debit. Now we are at the point of receiving balliff letters. The police and action fraud have not been able to get the information they need regarding the account. We can also not get the information regarding the account as we obviously do not know the email address, password or telephone number of the account.

I have been to the o2 shop in person and on the phone with o2 and they can or will not provide the info needed for the fraud case. Is there anyone who can help shed light on where we can get this information?

Any help would be very grateful.

[Bambino]

@Zuppyq This is a customer community. Your bank would have the O2 account that's being debited. Have you cancelled the Direct Debit and changed your credit card number? You should also check your mother's credit file record.

[madasaf1sh]

@Zuppyq 

They wont tell you anything about the fraud, im afraid due to UK financial law, and if it is under investigation, normally Action Fraud (who are the Police) can get the information.

I'm afraid if the police can't get the information then they don't have enough information, in order to trace the account. 

On the letter from the baliffs will be a reference number, ask them to provide the original CCA (consumer credit agreement).  and also there should be an o2 reference number, give this to Action Fraud. Unfortunately if you cant pass the security checks, even with the account number they cant tell you anything due to Data Protection regulations (GDPR etc).

[MI5]

Maybe @O2Lisa can help in the morning?

[O2Lisa]

Thanks for the tag @MI5 

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