The issue that I have experienced was: I check my new charges on my o2 app and got a shock when I seen a £30 charge for a 12 minute call that I never made. I contacted the live chat team who raised a fraud with their specialist team. After a week I hadn't heard anything so I contacted them again and found out nothing had been done so they raised it again. I checked my emails everyday including my spam for a email from the fraud team. But yet again nothing. I got back in touch for the 3rd time and I got a guy called bazz. He read something from the fraud team saying 'the call came from my sim so I need to pay the charges' now I asked for this in writing via letter or email and they refused also asked for a paper copy of my bill and they refused aswell and said I need to call a number which I declined as I've been dealing with this for over 2 weeks now. I explained I will be making a complaint. And bazz sounded like he didn't give a care in the world. I work with a energy company and I know my rights and the process. I haven't made this call. Since I just managed to pay bill every month. Let alone make a £30 phone call
It occurred on: January 7th, 2017
I have had 2 emails stating someone would be in touch in 3 days then next one 5 days
I'm fuming I've been a customer for nearly 10 year and never had a problem until the last year! I have spoke to 3 people on Web chat and still nothing
