O2 hacked? Different person's details on my account

[HP005]

I've been trying to access my bills for about a week now, but I keep getting an error. Called (last week) and was told that they are working on their system. The person on the phone said that they have sent me the bills on email, but haven't received anything so I am guessing they went to someone else

When I try to access my bills, I get an error and then it says "click here" to resolve it. Upon clicking there, I see another person's name instead of mine.

They also said that they created a case on my name and I will receive the details, but as expected, haven't received anything

[HP005]

[gmarkj]

As you have not had much luck with the normal customer services, I will ask one of the community advisors to help.

Can you check if there is anything you can do @O2Lisa ?

[O2Lisa]

Thanks for the tag @gmarkj 

Sorry to hear you’re having issues @HP005, I’ll message you privately and look in to this for you. 

[HP005]

Looks like the error message has changed and now I am fully locked out of my bills

[Breanna]

Hi @HP005 was @O2Lisa able to help you out with this?

[O2Lisa]

Morning @Breanna, @HP005 had some concerns with discussing personal details so I wasn’t able to look in to the issue any further sorry. 

[HP005]

@O2Lisa offered to help, but without any form of verification that is an actual O2 employee I can't share any personal details. 

It's bad enough that I can see another person's details and most likely they can see mine

[Breanna]

Thanks for letting us know @HP005 and @O2Lisa  

[Cleoriff]

@HP005 

Perhaps this may give you more confidence about our account advisors.

https://community.o2.co.uk/t5/Tech-Support/Account-advisors-daily-rota/m-p/1376268#M3578 

They are all employed by O2. Unlike us, they can access accounts in order to help you.