Fraud bar removal

[Ciara_Mc]

Hi,

My o2 account was hacked 10 days ago. They added 2 new e-sims to my account and but roaming and service bars on my account so I was unable to access anything without wifi. 

When I called o2, they attempted to resolve this and told me it would take 24-72hrs. The next day the hackers added more tariffs to my account on their sims. After calling o2 again, they locked my account so the hackers could not access it and started the process of removing the e-sims. 

After having to call o2 customer service every day and call into my local o2 shop 4 times since then, it is still not resolved. 

The 2 e-sims have been removed and I have been refunded. However, o2 customer service attempted to terminate my phone number, I didn’t not request this. There is still a fraud bar on my account and my o2 account is still locked. 

I have also done swap my sim twice since then and no success. 

I have also made a complaint to o2 as it has been 10 days and I am no further forward. I still have no service or data on my phone. 

Could someone please help me how I can speed up this process and resolve the issue as I am also going to America in less than 2 weeks and need my account fixed before then.

Thank you!!

[madasaf1sh]

@Ciara_Mc 

Complaints take 8 weeks currently for them to come back to you. 

I am not sure if @Dave-O2 can help with this, but your best bet is to contact o2 via Facebook details in this guide Guide: How to find help & contact O2 

[Enlli]

If you have made an official complaint then it could take up to 8 weeks to get an answer.

I'll tag our forum manager on this as time is short.

@Dave-O2 can you help

[Ciara_Mc]

@Dave-O2 could you help please?

[Enlli]

@Ciara_Mc Already Tagged. Dave is Forum Manager but often helps out. I suspect he will get found to you sometime tomorrow.

In the meantime persist with O2. The social media teams are best b

https://www.o2.co.uk/abouto2/social-media

[MI5]

He won't be allowed to touch anything fraud related.

[jonsie]

He may be able to help if it's just that customer service has disconnected the account in error

Good luck @Ciara_Mc 

[Ciara_Mc]

Thank you!! I’ve contacted them on Facebook messenger and they said I have to continue to wait. If it’s not resolved before tomorrow I have to contact again. This is what I’ve been told every day since last Wednesday so not holding out hope it will be sorted any time soon. 

[Dave-O2]

Thanks for the tags @madasaf1sh, @Enlli

Morning @Ciara_Mc as @MI5 suggests, i won't be able to make any changes to your account, however i can certianly check the progress of your case & if required chase directly with the fraud team.

Please drop me a PM with the mobile number 👍