My o2 account has been disconnected

[Muhammad1]

I’m not sure where to turn- I received an email from 02 on Friday 20th June 2025 letting me know my contracts were being disconnected inmediately on the same day (I have 3 contracts) so all 3 were being disconnected- just a day before (19th June 2025) this I received 2 emails from 02 stating that they had applied a bar on my devices for lost/stolen. Any how I thought this was a scam so ignored then- then later on in the evening (20th June 2025) I received an email from 02 billing confirming a refund was being processed for a sum of £77.90, no mention what for- I’ve searched on google to see if I could find anything about this but it looks like this is likely to do with suspected fraud on the account. The disconnection emails and the devices being barred all point to that- the weird this is I am the account holder so not sure what suspected fraudulent activity they have found- correct amounts are coming out of my bank account each month!

I am now stressed, confused, customer services won’t tell me anything- I’ve emailed the fraud team, the 02 complaints team but no replies- honestly not sure what 02 will do.

whilst the account under my name is under investigation (although the payment comes out of my wife’s card) she is aware of this and we share our finances hence the payment coming out of her account. 

My wife also has an account with 02 but hers seems fine- so out of all the options regarding this suspected fraud, 02 quiet possibly may think its identity fraud due to my wife’s card in the account whilst I’m the account holder? Maybe?

no one is able to help and I’m not sure where to turn- this is rather annoying, if there was any sort of fraud on the account of course me being the account holder would know!

Also the refund of £77.90 I mention, it says it’s been processed and that I should receive this within 5 working days (so processed on the 20th June 2025 at around 9pm) so should get this by Friday this week- my question is if my account was under review would 02 not hold into any sort of refund, be it credit refund, final bill refund or standard refund until the investigation is completed- or does issuing a refund mean investigation has completed? 

I’ve had to say my account is being investigated for fraud but I’m assuming given all the above, that this is related to fraud.

any help would be highly appreciated- or some one from 02 in this chat can help it would give me some re-assurances.

thanks for any help in advance

[madasaf1sh]

@Muhammad1 

If they have disconnected you already on suspicion of fraud, then you will need to wait for o2 to contact you. 

As under the rules of fraud investigation no one in o2 is legally allowed to tell you anything. 

Sorry to say you will need to just wait it out, and for o2 to contact you.

[MI5]

@Dave-O2 any chance of help for @Muhammad1 ?

[Muhammad1]

@Dave-O2 hey would appreciate it, if I can get a little insight as to what’s going on please!? Thank you 

[Muhammad1]

Thank you for your reply- it’s astonishing to think this can happen and they just leave you in a limbo- this has caused me and my wife stress and inconvenience and god knows what the outcome will be..

I get they don’t have to legally tell me anything but what annoys me is that I have spoken to CS over the phone too and they wouldn’t confirm if it’s with fraud team or not, when I’m certain they can tell you if it’s definitely with the fraud team or not- I think that’s what I’m trying to get at, as I’ve literally searched google up and down to figure this out myself!

thank you though for replying!

[Muhammad1]

Thank you!

[Dave-O2]

Morning, @Muhammad1 

So i can take a look at the latest on this one, please drop me a PM with the affected mobile number?

[Cleoriff]

@Muhammad1 

To send a PM to @Dave-O2 just click on his name. This will take you to Dave's page.

You will see SEND A MESSAGE

Click on that and a message box will open

Write your message including your phone number

Press Send. 

Hope that helps.