got scammed.

[2011jtrucka]

hi , 2 months ago my account was hacked and someone ordered a 1,000 pound i phone on my account , with a load of extras , the first i knew about it was when i got an sms asking me to stay home to receive my new phone at a certain time and date , from the courier ,, i rang 02 and told them that it was not me who had ordered the phone and they said that if it had been sent out that they would contact the courier to get it back  it was never delivered thanks to me ,, but that was only the beginning of my problem ,, since then all the extras like insurance etc are now on my account , and it has gone up 27 pounds a month , i have rang 32 times to 02 and on each occassion have been assured that it would be put right ,, but not so ,,  its still on my account ,,  lies and more lies ,, i have had e mails and text from many departments telling me that it had been sorted , but not so ,, still the same ,, despite 32 promises ,, i am 76 and not in good health and they know this , but still continue to torture me ,, tomorrow i will go into the nearest shop and explain face to face ,, and if i dont get it sorted my next stop will be the bank, to stop the payments ,,  after 14 years ,, its the only avenue left open to protect my money ,, from the other scammers at 02 ,,

[Bambino]

I will ask an O2 advisor to look into this. They won't be on until 8 am tomorrow and will send you a private message through this site. Look for the little mail envelope on the top right of the page to see when they message you.

@O2Sarah- can you please assist @2011jtrucka?

[2011jtrucka]

what i cant understand is how 02 did not check with me to make sure it was me who had placed the order ,,as it would not have been my number used to call them , and on my account a name and address in london is given by the scammer , 300miles away from my home ,, surely they should have got on to it ,, and the insurance would have been used to get another phone with a claim going in for theft or damage , so they would have had 2 phones and 02 want me to pay for it ,,downright worst case of blundering since boris johnson ,,

[O2Sarah-]

Thanks for the tag @Bambino 

@2011jtrucka I will send you a private message to look into this 

[2011jtrucka]

thank you for your reply ,,

[2011jtrucka]

unfortunately , and despite me giving 02 another chance to put things right ,,today i logged into my account and my monthly bill is still showing a charge for insurance ,, despite assurances that the problem had now been resolved ,, 

[2011jtrucka]

thanks for your concern in the matter ,, sorry for late reply ,, the latest is that despite promise after promise ,, charges are still appearing on my account that should not be there ,,

[2011jtrucka]

hi Sarah, thanks for your reply ..a  payment was made on or about 30/9/22, but logging in to my account i see that my account bill is still £36 pounds ,,  surely if a credit was applied then i should now be £27 pounds in credit ,, ernie .