Fraud

[Irfan]

Hi, carphone warehouse called me offer me Samsung Galaxy s20ultra by mistake they sent me wrong phone I sent back again they sent me wrong I sent back now they saying we don't have your right order more they said we refund you but they did not yet O2 charge me 

[Cleoriff · Accepted solution]

@Irfan 

You need to sort this with Carphone Warehouse. As far as O2 are concerned you have received your  phone.

You can contact them and make them aware of the issue.

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

[Bambino]

@Irfan Follow the advice given to you by @Cleoriff, but this all sounds a little fishy.

The business relationship between O2 and Carphone Warehouse ended over two years ago. Are you sure that it was actually CPW who called you?

Carphone Warehouse partnership | Account and billing | Help & Support | O2

[DD19]

Hi Irfan,

I am sorry, it seems you have been the victim of a fraud. I know because I am one too.

Similar to your case - back in 2020, I received a call from Carphone warehouse (or so I thought). They offered an unbelievable deal on iPhone 11 Pro and a pay-monthly sim. It sounded too good to be true, but they were not asking for any payment or card details, so I didn't see any harm in trying. All they took were my details (phone number, home address etc). Then 2 days later, a parcel arrived from O2, containing an iPhone SE (not the iPhone 11 pro as agreed) and a pay-monthly sim. I don't remember how I contacted them (if they called me or I called the number), they told me the same story - that they had sent the wrong phone and asked me to send it to an address. That's when I was alarmed, because the address they had provided seemed like a residential address (I checked it on Google Maps).

Smelling a foul play, I called O2 customer service and explained the whole situation. They did confirm that this fraud is known to them and they instead sent me a return mailer and asked me to send the phone and sim back (because I told them I simply want to return and close the account). They also said they will pass along my details to the O2 fraud department. So I sent the phone and sim back, both in mint/unopened condition. I am assuming you returned (or rather sent) the phone to the address provided by these "carphone warehouse" guys. 

Please update if you have been able to resolve this somehow. I am still fighting this and have suffered a lot so far. 

Once I sent the phone and sim back to O2, I went on with my life and forgot about it. There were no bills sent by O2 for this, no intimations of any kind, even to date. However, to my utter shock, when I applied for a mortgage in Jun 2021 this appeared as a credit fault on my file. Since then, I have spoken to O2 customer care countless times, I have visited the O2 store a couple of times and have spoken to their staff in person. They listen to my story but then refuse to do anything unless I pass account verification - which I can't because the fraudsters have used some other details (email, birth date etc.). This is despite the fact that I still have the original receipt that came along with the parcel, plus the receipt for the return mailer O2 sent me. And not to mention that I O2 has defaulted me on this account.

O2 customer care has been absolutely useless and unhelpful so far. I can't imagine they help anyone at all. 

If your dispute is still open, I would suggest reaching out to O2, preferably in person and explain this as a fraud. Let me know if you have any questions I can answer. Good luck.

[Bambino]

@DD19 This is not O2. This is a customer community. If you've been a victim of a fraud you need to report it to the police as well as to O2:

https://www.actionfraud.police.uk/