Unresponsive Fraud Team

[a01rafz]

Hi,

I had 2 Pay Monthly contracts taken out in my name unknowingly in early March 2023. I found out pretty quickly and reported it via the O2 customer service team as impersonation fraud within a few days. About a month later I received a message from O2 UK stating that the fraudulent account I reported has been closed and that my credit file would be updated and ilI would receive a confirmation in writing within 30 days. However, it has been nearly 4 months since I first reported the fraud account and since then I have received no written confirmation. Not via text, email or post and so I have repeatedly been calling O2 customer services and the only response they give me is that they cannot access the account as fraud are investigating which is concerning as I thought it had been closed. I have also tried emailing o2fraudteam@o2.com many times with regards to this fraudulent account but have received no response. The worst and most frustrating thing is that there is no communication here and leads to unnecessary stress.

Is there anyone who can help with this?

[Bambino]

@a01rafz We are all customers. We have no access to anyone's account. The option to alert the O2 online account advisors has also been removed for us. There isn't much else we can do except to tell you to continue down the avenues you're already pursuing.

If you haven't tried reaching O2 via social media you can try that route:
Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[Mij]

I'm sorry for the stress you have gone through. I am going through a very similar situation. Currently, I am waiting for o2 to provide me with a letter that confirms the accounts were fraudulent and have been closed. I need the letter as evidence to stop a debt collector from harassing me for the debt.

If your manage to get o2 to confirm the fraud, either via email or letter, please share the magic formula that made them be helpful. I would love to know there's actually an end to the stress.

[Bud01]

My wife is going through the same predicament with O2 at the moment, the first time she found out about a contract in her name was through her credit file and has been on to O2 to remove the default in her name which they've refused. My wife have never taken o2 contract in her name before. Both of our contracts are in my name for the past 15 years, so there was no reason to have taken another contract with o2. 

Any ideas how this matter can be referred to court?

[madasaf1sh]

@Bud01 

Speak to a solicitor and seek professional advice, as there is nothing we can advise apart from speak to o2 and follow the complaint process

https://www.o2.co.uk/how-to-complain

[Bambino]

@a01rafz, @Mij, @Bud01 You should all be reporting these incidents to the police, if you haven't done so:

https://www.actionfraud.police.uk/