Fraudulent return address scam / Fraud team investigation

[AshHatton025]

Hello

im hoping someone can help me on this matter as I really am out of options

on the 26th of September I received a call from someone imitating to be o2, they had all of my details that I would expect o2 to have, they then offered me a 40% discount on my contract. They then proceeded to get into my account and order a new phone and a new contract ( that i never wanted or asked for) They then rang me back around an hour later to say that they have dispatched the wrong model of phone (this was the first time I was told about a new phone or contract to my account) and I need to return it to cancel the contract and I was emailed a return label with the address to return it too once posted the phone and sim back.

2 days later I rang o2 to see if they had received the phone as it was marked as delivered and at this point they told me no they hadn’t and we looked up the ‘return address” and that’s when we learned this was fraud with a false/bogus address.

O2 Fraud team was notified immediately at that point along with my bank so I could receive a new card. It has since been almost 5 weeks since the initial investigation was started and nothing has come about it I’ve rang countless times and just get told I need to wait 1 extra week (twice now) they told me 2 weeks maximum as it was ‘urgent’ it’s resolved this matter they informed me

o2 have now combined my the fraudulent contract in with my current contract one and I’m expected to pay for 2 phones when I only have 1. Today is the day I pay my bill and I have tried to pay what I would normally pay normally a month.

I really need help on this matter as it has gone on for long enough and has caused me nothing but stress and has affected my mental health and confidence a tremendous amount I don’t feel like I can trust to stay with o2 anymore or for them deal with anything I call them to discuss as I’ve been told to wait and wait

Kind regards

Ash

[Enlli]

@O2Lisa . Can you heip

[O2Lisa]

Morning @Enlli course I can. 
@AshHatton025 I’ll message you privately and look in to this for you. 

[Neha-11_xyz]

Hi @AshHatton025 the Exact same thing you have described about is happening to me. Fraid team are looking into it but I haven’t heard anything and when I try to call I get scammed again or no help and tell me to wait. This has caused me severe anxiety issues and I can’t sleep at night. I can’t trust anyone at O2?anymore. @O2Lisa are you able to help me? I can’t get through to someone genuine at O2

[Bambino]

@Neha-11_xyz You have posted in a thread that is two years old. The O2 advisors are no longer active within the community.

You have been scammed.

You most likely have not been calling a legitimate O2 number. Read the advice below:

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 (now X) (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

If you have no phone to use download Skype Guide: A Guide to Skype and call O2 free on +44800 032 1402
When it comes to 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.
Say 'Upgrade', 'Lost/Stolen', or 'Fraud' if the suggestion above doesn't get you through.
Best time to call is 8 am.