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]

Thank you @Cleoriff . That's good to know.
Although I would assume that given I am signed up here with the same details as my actual account they would already be able to see that and not require any extra personal details.

[Cleoriff]

Not at all @HP005. To be fair,  you could be anyone. You posted about fraud and by asking the questions they do, it's to ensure they are following all elements of keeping your account secure, they don't know your name or address or any personal info, which is why they ensure its you. They are also bound by a code of confidentiality.

I have used the account advisors twice here (@O2Lisa in fact) and no-one but us two know that, until now.

[HP005]

Yup, that's fair (the point I could be anyone), but again, given that my details are visible to them, it would be too easy for them to verify who I am just by using my email/phone number.

I guess I just need to keep trying via the call centre in this case.

[Cleoriff]

@HP005 

You are entitled to do exactly what you want to do, of course but remember, customer services will ask exactly the same questions asked by our account advisors.

Best of luck anyway.

[HP005]

👍

[HP005]

Just an update, I managed to get in contact with the support team. They have advised that the name "Ritchie" I see in my account isn't an actual person, but an internal tool they use and the error code refers to billing code due to ongoing migration of their systems. They have also advised that I should get access to my bills again as soon as the migration is finished via a new tab the portal (I still waiting for this button/feature).

[Breanna]

Hi @HP005 were you able to see your bills again?

[HP005]

Hi @Breanna ,

Nope, bills still not showing apart from the latest. All the previous ones are still giving the same error.

[gmarkj]

Just to check @HP005 , you can get to the view my bill page (the formatting at the top of the screen changes) and the most recent bill is there but clicking on previous bills gets an error?

Here are some instructions for how I get to the download bill screen - there are some additional steps you might not have tried.

I use Edge, and make sure that the option to clear all browsing history and cookies on exit is ticked.

Open a new window.

Type in the address "accounts.o2.co.uk" - this generates a 403 error.

Remove the "accounts." part from the address and enter. o2 website then loads.

Click on my o2 and enter my details.

Click the image of a phone next to my number (top left just under the main banner).

Click on my phone number.

Then choose "bills and current charges" and "view airtime bill".

Then click on "download and print latest bill".

I then get another tab/window open with the normal bills menu on the left (previous bills, recent charges, etc).

[HP005]

Hi @gmarkj ,

I can see the billing page and the latest bill. The problem is when I try to open any older bills. The support representative said that they are doing an internal migration and most likely this is the problem. I have an open case with o2, as they said I should be able to see the bills via a new button called "historic billing" but I don't have anything like this in my browser. 

The phone app doesn't show any bills (not even the most recent one).

Regarding cookies/cache and trying different methods, I tried all of them, including removing the app, deleting history/cache/cookies from the browser and even downloading a brand new browser just to test this.

Nothing worked.