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?

[Beenherebefore]

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@MI5 wrote:
Oh, so yet another o2 screw up ? 😞

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[Cleoriff]

And one designed to cause great stress over the Christmas period. Not what anyone wants...

[Anonymous]

Yes, the whole experience was horrible. Irnoically i work in customer services, so i know how an issue should be sorted, and putting the customer first.

Which brings me to what is hopefully my final question - what's the best line of contact to complain and get an apology / compensation for the 0844 calls, my time and incovenience?

[MI5]

Complaints process here mate http://www.o2.co.uk/how-to-complain

[Cleoriff]

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

Hope you get on ok now....:smileywink:

[Cleoriff]

Snap Rich... I can only keep trying...:smileywink:

[Anonymous]

Hi All

Can i just say that the contribution that everyone has made on this thread has been really positive and helpful to me.  Ironically the folk on here have been a lot more useful than the customer services that I've dealt with in the last 24 hours, which has been a terrible experience for me.

Therefore I'd just like to thank everyone that's contributed to this thread, and wish you all very Happy Christmas, and have a great new year.

[Cleoriff]

Its a real pleasure @Anonymous  I hope everything is sorted soon...and I wish you a Merry Christmas and a great 2015

[MI5]

Merry Christmas mate

[Anonymous]

Great end result for the OP but I also think the compensation question should now be asked. If it were me I would be asking for at least 3 months free.

As @MI5 says, another o2 screw up but o2 refuse to take responsibility. The more I hear about o2 these days the more I look forward to ending my contracts.