O2 won’t refund fraudulent charges

[Mt89]

O2 have allowed a fraudster to change my tariff and rack up charges on google play store. O2 have completed the fraud investigation and told me multiple times, the charges will be removed, but they never actually remove the charges. This has gone on for weeks and it seems the fraud department and billing department just blame each other. Anyone have a contact for a member of staff at o2 here in UK who can actually resolve this?

[Enlli]

Play Store charges will have been past on to O2 by Google themselves. So another party is involved here. Not sure if O2 is authorised to refund them. 

[Mt89]

I don’t even have an account with google play and have never used google play store. 

[rl58]

Exactly the same has happened to me.  I have been changed to the most expensive plan and multiple charges have been  made from google store over a matter of minutes one day. 

it is very worrying and am at present getting no joy from 02 

[pgn]

This article from Google tells you how to contact them about charges you don't understand, @rl58 

https://support.google.com/googleplay/answer/2851610?hl=en-GB

Good luck!

[PWFEN10]

Have exactly the same problem. Account charge 30 sept and 1st oct a total of £147 for google play. Managed to get through to O2 fraud who said these would be cancelled but still on bill received today. Google says it’s an O2 problem

[madasaf1sh]

@PWFEN10 

It is a Google issue, as they are the only ones who can refund the charges...  there is a big but, you need to prove to Google that you haven't been negligent with your phone or account.. 

o2 will be passing it to Google to investigate but until they say yay or nay there is nothing o2 will or can do.