o2 Account Suspended - Fraudulent Account

[Anonymous]

Hi everyone

This afternoon my o2 account has been suspended.  I couldn't make  or receieve any calls.  I contacted o2 via the agent chat method, and they couldn't help.  Contacted their customer services, got put on hold for 20 minutes, only to be be told that there was fraudelent activity on my account, but that they could tell me anything.

I obviously asked what was the nature, but the agent wouldn't tell me.  I asked how long this would take to resolve and he said 5 days.  I also asked how they would contact me (bearing in mind that they've disabled the sim card) and he just said "They have ways to get in touch with you".

What can i do, if anything, in my current position?  There's money in my bank account, my o2 account states i have almost all of my allowances available to use.

There's been a number of screw ups since I settled early on my previous phone last month, to starting on my new phone 4 weeks ago, all of them caused by their chat agents.

There's no point in contacting them again via chat, as the agents on there can't deal with this issue.  Don't feel that i'll get any further by ringing them again either.  Either way, I really don't want to be without a phone at Christmas, with no indication of when or how they'll be contacting me, or what the nature of the problem is.

Anyone any ideas?

[viridis]

0344 8090202

[jonsie]

Call them and demand an explanation.

[Anonymous]

the problem with 4-5 days is that it will put me out to around Friday the 2nd onwards before they even get back to me.

[Anonymous]

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@Anonymous wrote:

What's Op?  To be honest, they've made a right pigs ear of the whole account association, account cancelletion, forced new account, ........

So, do you guys think that i should call back and ask about the nature of the claim?  If so, what number would i call?

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Definitely as you have nothing to lose and all to gain possibly in doing so. 

[Anonymous]

The issue I've got here is that I'm the victim of either incompetence, or a cloned / hacked account.

However the way I'm being kept in the dark makes me feel like I'm being accused of something.

[Cleoriff]

Sorry about calling you the OP...(It means Original Poster).

I would certainly ring them and demand an explanation. Its YOUR account they are saying there has been fraudulent activity on!!

I think you are being fobbed off because of the time of year. Which is fine for O2.... but not for you.....

[Cleoriff]

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@Anonymous wrote:
The issue I've got here is that I'm the victim of either incompetence, or a cloned / hacked account.

However the way I'm being kept in the dark makes me feel like I'm being accused of something.

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And I would feel exactly the same. They have to give you some indication of what has happened, Lets face it, if it is a hacked account...who is to say that some other account of yours hasn't also been hacked??

[Anonymous]

Ok.
Rung them again and got a nice lady this time.

She was more helpful but ultimately told me the same, that she couldn't give me any details. she did however intimate that may sim had been barred as someone has attempted to / accessed my account.

the advice i've been given is to call the fraud department tomorrow.

[Anonymous]

Hi @Anonymous 

This is a tricky one. If I'm being completely honest you shouldn't have been told there is fraudulent activity on your account and this post is the reason why. All the advisor should have done is take your details and advise that someone would call you back with a reason for your account to be suspended. 

It can be lots of things but you mentioned there settling accounts and a mess created by Web chat... can you elaborate on that? 

[Anonymous]

I did initally write up all the issues, but decided not to post them on here, as I thought it might be too much information to give in a public forum.