Scam

[Linge]

At 12.59 I contacted O2 by their chat service and was told that it must have been a scam and that they would report it to their Fraud team and they would be in contact within 2 working days, also they would check any orders and cancel them, plus I should change my password and security question. Then later I received an email from O2 saying that a new phone would be delivered by DPD on Monday. So I then contacted the O2 chat service at 16.01 to ask about what was happening, they confirmed that my tariff had been changed from £15 a month to £20 and an Apple phone had been ordered, I was advised to reject any delivery on Monday, they would again report it to the fraud team and they would be in touch within 30 working days.

Then just before 17.30 I was able to actually speak to someone at O2 and after going through everything again and was told that my tariff would go back to the £15 a month by Monday and to reject any DPD delivery. It would reported to the fraud team yet again. 

This morning I decided to ask the O2 chat team how a scam works if a phone is ordered and then sent to the home of the O2 account holder, they did not answer that question but assured me that it would be investigated and I would be given a £10 rebate on my account.

DPD tried to deliver the phone but I rejected it. Now O2 customer services will not give me any accurate information when my account will be rectified. The customer services are dreadful making promises that mean nothing. 

[Bambino]

@Linge FYI, O2 advice here:

https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice
https://www.o2.co.uk/help/safety-and-security/unwanted-calls-and-messages
https://www.actionfraud.police.uk/

Do not use Live Chat. Speak to customer service.
Call 202 from your mobile or 0344 809 0202, 0800 902 0217 or 0800 032 1402.
When it comes to the reason you are calling, stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say 'Upgrade', 'Lost/Stolen', or 'Fraud' if the suggestion above doesn't get you through.
Best time to call is 8 am.
You can also reach O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[MI5]

@Linge 

I'll ask @O2Emma to help.

[Linge]

Thank you

[O2Emma]

Hi @MI5 I will pick this up thanks.

[O2Emma · Accepted solution]

Hi @Linge I will send you a private message to look into it for you.