Help my account is being used by someone else

[Aj13]

I've had my sim for around 4 months now but last month my phone was stolen with the sim inside it and couple days later I couldn't log into my O2 account (I had trouble getting a phone, I couldn't contact O2 in any possible way) after a month I finally logged into my account and I saw that the bill was overdue £943 I have no idea what to do, any advice?

[Cleoriff · Accepted solution]

@Aj13 

Did you report the phone as lost/stolen?

Guide: Lost or Stolen O2 Device? - How to Report it 

Had you done so, they would have barred the phone and your account. If this wa doen within 24 hrs, you wwould not have been liable for any charges,

[MI5]

@Aj13 

Unless your bill is always around £900 it should have triggered a fraud prevention system within O2.

I'd call customer service to find out why they let a bill of this amount happen.

Guide: Coronavirus Community Help and Support 

Guide: How to find help & contact O2 

Advice from an O2 Guru regarding a way to get through:
If you call 202, 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.

[Aj13]

I haven't reported it stole because I didn't realize that something like this would happen, I didn't have the phone or the sim for long( I brought them separately) so I'm really shocked that something like this happened.

That person was sending some text messaged to 'fonix' I've never heard of it but I have sent them an email asking if they can give me any information.

[Aj13]

My monthly bill is 20£ I never went above it.

That's why it was such a shock to me when I saw the bill.

[Cleoriff]

@Aj13 

Sadly, due to you not reporting it as lost and stolen, you will be liable for these costs.

The policy is there to protect customers like yourself.

To say 'you didn't report it as you didn't know this would happen' is rather naive if honest

Whoever stole it has been racking up charges on a premium rate website.

Please report it stolen now, to prevent further charges being made. O2 will block your account/sim and handset.

Guide: Lost or Stolen O2 Device? - How to Report it