Not received order / potential fraud

[CraigL]

I ordered an iPhone 14 Pro last week via the o2 website. Had all the emails confirming legal agreements and direct debit setup and the email telling me my phone was on its way.

Delivery didn't arrive and the date changed to today. (5 days later). According to DHL it never left the depot this morning and so I contacted them and they told me o2 have asked for it to be returned to them! They've already taken my £200 upfront payment and sent me my first bill.

I contact o2 and finally, after talking to 4 different people, get someone that tells me my account is under investigation with the fraud team and given me an email to contact them.

Has anyone had similar issues? My bank don't see the payment as suspicious and I've had phone contracts with o2 in the past without issues. I've read up that the fruad team can take months to solve these sorts of things and I need a new phone sharpish as mine is losing its ability to charge.

Can I ask for a quick refund, cancel my contract and look elsewhere why won't have these problems?

Craig

[Enlli]

As we are all customers here I can only suggest you contact the Sales team direct

You can call them on 0800 081 0255

[madasaf1sh]

@CraigL 

You will need to call customer services, as we are all customers and have no access to customer accounts.  if you send them a message on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or 0344 809 0202

However if o2 believe fraud has been committed then you may have to wait for a refund until those investigations are complete, and all depends if it is passed to the police.. 

Just because your bank dont see the payment as fraud, something has trigged o2's fraud systems to think otherwise.... 

Your other option is to try and do a chargeback via your bank for the £200, but this can also take time... 

But becareful as this can cause a CIFAS marker to be added to your credit file,

[CraigL]

Thanks for the reply. Given I ordered the phone I know there is no fraud. The delivery company has the right address and so there's been no interception by a 3rd party at that end.

What annoys me is that these companies don't seem to assume fraud BEFORE they take your money out of the bank, setup your direct debit and send you your legal agreements. The cynic in me thinks this is purposely done to leave the ball fully in their court with the customer little option but to be constantly on the phone talking to ill-trained, poorly paid operators who don't really care.

Like you allude to...I could try and get my money back quickly and move to Vodafone or EE but at what cost if it hurt my credit rating through no fault of my own? If they suspect fraud they should refund you any monies owed straight away, cancel the contract and have you reapply with more stringent identity checks etc. But instead, they have my money and I either wait until they can be bothered or damage my credit rating.

Hardly a company that cares about its customers.

[CraigL]

As an update to my plight, I've been ignored on Facebook messenger, the fraud team haven't got back to me, customer services say that only the fraud team can deal with it and so what are my options here? They've taken my money and now I have nowhere to  go.

[Bambino]

I will tag an O2 advisor. @O2nath_ci or @Anonymous can you please assist @CraigL?

[Anonymous]

@Bambino thanks for the tag @CraigL will private message you regarding the issues

[CraigL]

As an update to all this I have been told via facebook that my contract with o2 was canceled and that my £200 upfront cost should be back in my account (it isn't). To top it off o2 have taken first payment of my direct debit this morning. 02 say they cannot help and the fraud team haven't replied to my messages for 2 weeks. This is scandalous that a company can treat people in this way.