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someone has their name on my account

Mitzy
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my contract expires in a few days, I phoned 02 to ask about new deals, they tell my I have failed their security questions and that the name on the phone account is nothing like mine. I pay the bill through my bank and have done for 23 months, I have paperwork from Carephone Warehouse to say I purchased the deal from them and have passed all of their security questions, but they cannot help me further as my network provider is 02. 

02 are unable to speak to me as I don't know the bogus name that they have on my account, I cannot even cancel the account as I don't pass the security questions on this account. I did I live chat on 26/12/17 - 2.5 hours later they said they couldn't help and told me to phone 202, they can't help me as I don't pass the security questions. I have paperwork from 02 verifing the account is mine with my name on. Exasperated is an understatement - where do I go from here? I've currently spent 4.5 hours on this and am no further.     

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Cleoriff
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Hi @Mitzy

Have you, during your contract term, changed your name?. If not and as you have all the relevant paperwork linked to your account, then O2 should be putting you in contact with their Fraud dept. You need to ring them again to get this sorted https://www.o2.co.uk/help/safety-and-security/fraud-and-phishing-advice

https://www.o2.co.uk/contactus

Veritas Numquam Perit

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Mitzy
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Thank you for your early reply! the whole thing fills me with dread, do you think I would be better going into the 02 shop and taking all the documents with me ? or will this be a complete waste of time, as presume the shop assistants only sell 02 products and cannot deal with possible fraud problems?

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Cleoriff
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No point taking anything into an O2 shop @Mitzy. They don't deal with possible fraudulent activity on an account. Customer services should be open now..so I would call them asap. The fact you cant remember your security questions is of secondary importance here. The main issue is they have the wrong name on your account. Please don't use live chat. Call and speak to an advisor.

PS....you didn't say whether you have actually changed your name during your contract term..?

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MI5
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What name and details are showing in your MyO2 http://www.o2.co.uk/myo2
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

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Mitzy
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Thanks for replying, everything is in my name, I've left it in the hands of the fraud department, wish I had been advised to do this by the 2.50 hour 02 webchat that I endured yesterday, at least 02 are speaking to me so I'm feeling more hopeful, although I'm not out of the woods yet.    

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jonsie
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The fraud department take their time I'm afraid. You need to look at contract start and end date, check previous orders and try and change your password and memorable. data.

Look for upgrades and outgoing calls on your bill maybe there is a few you don't recognise.

At least if you are able to change everything customer service can help you when you can answer the questions. Good luck, let us know how you get on with this. 

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Mitzy
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Many thanks to all of you who have replied to my queries, fraud department have been excellent, IBM have done something, which has allowed me to access the account, and very quick, phoning me back to explain etc.

Still not quite sorted but almost there, will update with final outcome when it happens.

 

Much appreciated     

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Cleoriff
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That's good news @Mitzy Please keep us updated.:smileywink:

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jonsie
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Good to hear there's a hopeful outcome. I'm waiting with great interest for your update. 😃

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