Triggered fraud due to issues with app

[CaptainMcBeard]

Hi all. I tried adding an additional like Sunday night but the app kept crashing. Finally when it worked I had to pay £370 deposit. Which is fine. But I got an email saying this is being looked into by the risk team and they'll get back to me within 24 hours.

Well typical O2 didn't get back to me with that timeframe. I phoned O2 yesterday and they said a fraud trigger has been alerted due to the amount of attempts I did. Fair enough but this guy said it's up to 48 hours now. But he will create a ticket and I will get a call back from the fraud team. 

You guessed it. No call back happened. I phoned today and got told it's 24-48 working hours but itll be by tomorrow now??????? Willing to bet it won't be. 

I have now found out my number isn't working. I can use data but I am unable to makee and receive calls or texts. When I call the line drops instantly. Unable to even call O2. If people call me it says the number doesn't exist. 

I'm very confused by this all. 

[MI5]

@CaptainMcBeard 

Standard fraud practice these days.

They are happy to screw up genuine customers whilst still letting the scammers in!

No one will discuss the case with you and you'll just need to wait for thr fraud team to complete their investigation, sorry, but that's the way it is with O2 these days.

If you need to be contactable, get a PAYG sime from elsewhere whilst it all unravels itself.

[CaptainMcBeard]

Hi mate 

Thanks for your reply. I'm good as I have a contract with EE. 

I'm also wondering if it could be this. I'm in the process of changing my name by deed poll. I wasn't thinking straight at the time (mother and sister in hospital) and I used my new name instead of my actual name at the time, it isn't fully changed yet as they need a copy of my passport which at the same time of not thinking straight I put it in the washing machine with my jacket. I'm wondering if that's caused it as well. 

Sunday I was told 24hrs Monday and Tuesday I was told 48 hours and now today it's 5 working days lol. They have £375 of my money and no service lol. 

Sorry I'm in a mess mentally right now. 

[MI5]

Yes, that would certainly confuse the issue @CaptainMcBeard 

Call O2 and let them know so they can put a note on your file.

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) or Instagram (https://o2uk.co/O2CIG)  or give them a call on 202 or 0344 809 0202 (contract) 4445 or 0344 8090222 (PAYG)

[Anonymous]

Sounds like once again, CS are writing cheques they have no intention of cashing... Flippin' typical.