crime

[Anonymous]

02 i have used your guru service twice now about a phone number that i have unknowingly been paying for on my account. A number that i do not know about or have ever used.

The guru guys reassured me that this was a mistake and said that the tranaction would be cancelled straight away and that the money wold be paid back into my account. Beliving that this would happen i happily ended the conversation 5 months later i find that the money is still coming out of my account and that the money hasn't been put back into my account!?

I have now cancelled the DD but i would like to know why i was told this issue would be ressolved and it wasn't? I have been out of the country for the last 9 months paying for a number i have never used, or even signed for this is out of order, unprofessional and frankly criminal.

I will never use 02 again and will advise friends, family and work collegues to find a provider that is more intouch with its customers needs.

Thanks for the 10 years of average service.

Yours sincerly

i would like my money back!!

[jonsie]

I would be checking every month and phoning, even from here.

[madasaf1sh]

Same here @jonsie

I would be straight on the phone after the first payment to both o2 and my bank, and then checking every bill and every payment to o2

[jonsie]

Sometimes we have to take partial culpability though that doesn't make the situation any less the responsibility of O2 in this. ID theft or fraud doesn't make it less serious and this particular  issue could and should have been handled better by both parties. After such a long gap it makes any investigation harder but I hope it's resolved as soon as possible. As said earlier, relying on live chat was unfortunate. 

[Toby]

Hi @Anonymous,

I'm Toby, the community head. Do feel free to send me a PM if you'd like and we can look into sorting this out for you asap.