How to escalate a Fraud complaint

[Newbie202324]

Hi,

Can anyone help me who to contact in O2 to have a sensible conversation re a Fraudulant connection in my name and bank details?

I don't pass security but the money is coming out of my bank account so I had to cancel all my direct debits with o2 (i have several valid connnections). I get the run around from customer services over the last 6 weeks -

• they can't discss the account as I don't pass security,
• they've raised a fraud case,
• they haven't raised a fraud case,
• they can't tell me if they've raised a fraud case,
• fraud will call me in 7 working days, 28 days, 30 days,
• fraud will call  the number on the fraud account (which isn't in service)

I need to know that this matter is being taken seriously and looked into but its a different story for each contact with O2. I also raised a complaint which is supposed to be looked into in 7 working days but its been 6 weeks. Ombudsman asked me to get a dsicharge letter from O2 so they can start their investigation and I was told today that I can't get this as I don't pass security.

Who do I speak to for a reasonable conversation on this issue?

[madasaf1sh]

@Newbie202324 

If you cant pass security then you are going to get anywhere due to Data Protection rules, and I am sorry to say but the Ombudsman is talking rubbish on this point, as even they know its 8 weeks and you need a deadlock letter,,

If it is a fraud case then no one is legally allowed to tell you anything about the status of the case as you could be the only committing the fraud as well as other legal factors.  and whether you where culpable in providing information to the fraudsters

I am afraid you will need to wait for o2 and law enforcement agencies (if they are involved) to finish there investigations...

[Flexthomson]

I am also in a similar situation, although I can pass security. However having done so customer services have been next to useless. 2 Fraud cases have been raised and both closed within 24 hours with no explanation as to why and worse no resolution of the issue caused by the fraudulent activity on my account.

Surely there must be some way of getting to speak to someone who can a) understand the issue and b)have the authority to actually resolve it  

[Oxonian]

As far as taking your complaint forward @Newbie202324, please see :-

Customer+Complaints+code+250924+V0.2.comp.pdf

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+code+250924+V0.2.comp.pdf

In particular :-

What happens next?

If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint to an Ombudsman. The Ombudsman is a free service, which will independently review your complaint. They investigate complaints fairly by listening to both sides of the story and looking at the facts. Their decision is binding on O2, but not on you as a customer.

O2 work with two Ombudsman service providers, depending on what your complaint is about. When you speak with our complaints team, we’ll make sure that if you remain unhappy you’re provided with a final position letter, which will detail what we’ve done and advise you which Ombudsman you should contact

However, I do not see the Ombudsman being able to interfere in or inform you about a live fraud investigation. Similarly, O2 are probably unable to give you an update whilst their investigation is ongoing. They have to comply with both criminal law and Money Laundering Regulations and this could be jeopardised if they update you whilst their case is incomplete. It is also possible that your case has been subsumed into a wider investigation if the same fraudster has other "victims" in addition to you.

By aIl means escalate your complaint to the Ombudsman after the 56-day point but do not build your hopes up for an early conclusion. . 

Please keep us informed of developments. 👍