Name on account changed without my permission

[bilko89]

For a bit of background, my wife and I separated in August, I agreed to take the O2 account on as it was in my name (migrated over from Virgin Media). I had allowed one of the contracts to lapse as I couldn't afford it at this time but still had three active devices/sims on the account (2 phones and a watch).

In September, my wife noticed that the active O2 accounts showed up on her credit file, when I checked mines they were no longer there. I was still logged in on the O2 app and it still welcomed me on the home page ("Hi Billy") but the name on the actual credit accounts had changed to my wife's. 

I took to the live chat and it was confirmed on there, that he could see the name change happening in mid August but had no explanation as to why this had happened as he believed the names cannot be changed on credit agreements. He promised an investigation and the findings would be forwarded onto me via email.

Flash forward to now and we are no further forward, there's been no email following the live chat in September. To make matters worse, I can no longer log into My O2 (logged in last month to pay the bill) so have had to create a new account just to post this. 

I do not want to leave my wife with the burden of this account in her name as it's mines to bear. How can this be fixed?

[madasaf1sh · Accepted solution]

@bilko89

The only way you have ever been able to move contracts from one person to another, is for the other person to sign up for contracts in their name, and then for the old contracts to be paid off in full, and then then numbers to be transferred to the new contracts.. 

So you need to sign up for 2 new sim only contracts, pay off the device plans, and then contact o2 with your ex wife and then move the numbers to the new contracts

Guide: Migration & porting into O2  has some information.. 

This is the only way to do this.

[bilko89]

Thanks for your reply. I understand that if I was in the situation where the contracts were in my wife's name originally and I wanted to take them on in mines, this would be the answer and the price I'd have to pay to do so.

However, with O2 mistakenly changing the names (still no idea how) surely they have the rectify their error? 

[madasaf1sh]

@bilko89 

There would be more chance of hell freezing over, all you can do is give them a call Guide: How to find help & contact O2  and hope for the best...