Fraud

[Kat46]

Hi, can someone help me on how do I get in touch with O2 fraud team? My account was broken into on 03/10/21 and two phones were ordered. Luckily I spotted on time and both phones were returned to O2. The problem is that my contract was also changed so I’ve got less data which cost more than my previous contact and also I am being charged for insurance of the returned phones. I have called O2 and each time I called was told that the fraud team will contact me as they are the ones who can change back my data allowance. Since that my next bill was taken from my account which was more than double of what I should have paid and still wasn’t contacted by O2 fraud team. I was informed that O2 fraud team doesn’t have a phone number?!

[Cleoriff · Accepted solution]

Hi @Kat46 

No you have to go through customer services. You need to call them again

Call 202 from your mobile or 0344 809 0202 (or Payment management number -0800 902 0217 )

If you have no access to a phone then use Skype to call 0800 032 1402

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call

OR

you can message O2 on Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG) , they should be able to help you.

[Kat46]

Thanks for the quick response @Cleoriff.

I’ve gone through this twice and each time I was told to wait for a call 😞

I’ll try again tomorrow 🤞🏻

[Cleoriff]

Sorry @Kat46 

As customers like yourself, the answer is the only one available to us.

You can also report here https://www.actionfraud.police.uk/a-z-of-fraud/mobile-phone-fraud 

[MI5]

@Kat46 

I'll tag in @O2Emma to see if she can speed things up for you.

[O2Emma]

Hi @MI5 I will pick this up thanks not sure if be able to speed things up but I can look see what is going on as the account with fraud team we do have to wait for them sorry . 

[O2Emma]

Hi @Kat46 I will send you a private message so I can look into it for you.

[MI5]

Thanks @O2Emma 👍

[CRa]

The same thing happened to me. Something tells me it’s being orchestrated by dodgy staff within O2. People who know the ins and outs of managing accounts and placing orders. It must be. The strange thing is, even though I didn’t know the device was on its way, I didn’t receive a text or delivery note from DPD to say my order would be delivered at a specific time. It just arrived at 7:30 am with no initial notice. I don’t think O2 is handling its customers data with care. 

[VickRich]

Can you help, Ive been a victim of fraud. Received a call around 3pm on 3rd December from someone claiming to be from O2 offering a discount, stupidly fell for it and now been sent a Iphone 13 pro, which i declined delivery today.