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Level 1: Joiner
  • 1 Posts
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I've recently had a nightmare time trying to get help from O2 customer services in connection with a fraud on my account.

It seems my account was hijacked but I called O2 with in minutes of them getting on my account. I believe it was stopped on my account. But my mobile phone has now been disconnected and I've had O2 emails that said I've opened another account and an attempt to take this payment was stopped by my bank. I have had my usual debit go out for my mobile account and two days later I've had an attempt to take money for an account I don't have. My problem, O2 have deactivated my phone so I cannot contact them, and they have denied the other account exists even though it's tried to take money from my account. They wouldn't put me through to the fraud team a d said I couldn't speak to them. I've been to an O2 shop and had to contact O2 services from there with the same result. 

They put two iPhone 15 pro phones on my account apparently.

Sadly it seems there is no fix for my problem as everyone involved has said nothing can be done. Although I've now been told I can't have my mobile number switched back on until the fraud complaint has come to an end. 

How am I to know what's going on as they have sent no emails and obviously I can't receive calls?

Any real help would be appreciated.


Message 1 of 4

Level 85: Esteemed
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If you think you’ve been the victim of fraud – whether it’s because you’ve given details to someone over the phone, or clicked on a link in a suspicious text or email there are things you can do:

You can use Skype to call any 0800 number for free: Guide: A Guide to Skype 
Contact your bank if you think you may have given out financial information. They can help protect your account and stop transactions.
Change your account and online account passwords. Not just your O2 account. All of them.
Forward fraudulent texts to O2 for free on 7726.
Contact Action Fraud on 0300 123 2040.
Call your Virgin Media or O2 customer services number if you think somebody’s taken out a contract using your details.
Virgin Media customers can phone 150 from their landline or 0345 454 1111 from any other phone.
O2 customers can call 202 from their O2 phone or 0344 809 0202 from any other phone.

You can block the number that called you, or any number you think may be suspicious.

How to block a number:

There are also these links to look at:

You can also reach O2 via social media:
Facebook (, Twitter (now X) (, or Instagram (


Message 2 of 4

Level 66: Unequalled
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As it appears from your posts things are with the Fraud department you won't hear anything until their investigations are complete.

Going by similar posts on the Community that could take some time. 

This is not O2 and we are all customers here similar to yourself and cannot answer account type queries.
Message 3 of 4

Level 32: Blockbuster         
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Whilst I have huge sympathy for your predicament, it is probably worth mentioning that O2 might be unable to give you an update whilst their investigation is ongoing. They have to comply with both criminal law and Money Laundering Regulations and this could be jeopardised if they update you whilst their case is incomplete. It is also possible that your case has been subsumed into a wider investigation if the same fraudster has other "victims" in addition to you.


It has been mentioned that other O2 customers have had similar issues. In fact, last Autumn, there were several national newspaper articles and even a programme on TV about fraud against O2. You can find details of those if you search this forum.


I would keep reminding O2 about this, at least so they do not forget about you !


Please keep us informed of developments.

Message 4 of 4