@O2Lisa
Good evening,
I was a victim of fraud on my o2 account on 1st August. Two iPhone 14s
were ordered on my account and the o2 agreements were changed.
There are 2 phone numbers attached to the account. I am the o2 account holder.
I reported it immediately to o2. O2 advised me to cancel direct debits.
I was advised that this would be reported to the fraud department and I
would hear back in 10 working days. I was also told I'd receive 2 Jiffy
bags in the next few days. I did not hear from the fraud department. I
did not receive the Jiffy bags.
The phone calls to o2 continued and each time I was told it was referred
and I would hear from fraud department.
In September my bank account and my daughter's bank account were both
debited for £52.25, for phones we had not ordered, for phones we had
said we wanted to return, for phones that had been blocked by o2 on 1st
August. The fraudsters set up 2 new direct debits for the phones. We did
not authorise this.
The phone calls to o2 continued. Finally an o2 employee at the start of
October spoke to her manager and the Jiffy bags were sent.
On 4 or 5 October I called again and was told the wrong form had been
completed for fraud and that the o2 employee would now complete the
correct one but I'd have to wait 30 days to hear from the fraud
department.
I have now received an Section 87 of the Consumer Act letter. Saying I
have defaulted on payments as I have not paid the additional charges
that the fraudster created by changing the o2 contract to a more
expensive package. I have continued to pay £14.07 for each phone
contract monthly.
This letter arrive on Wednesday 11th October. I phoned o2 on Thursday 12
October and was told that there was nothing that she could do but she
did give me this email address as I do not think I should have to wait
over 3 months to hear from the fraud department.
Today once again my daughter has received a text from o2 saying that we
will be charged £6 monthly for late payments for the money for the
fraudulently changed o2 agreement which I contacted o2 about in August.
I will have been reasonable, polite and calm at all points of contact
with o2 over the last 2.5 months. I have made at least 30 phone calls to
o2 and this is still unresolved and now my credit rating is going to beimpacted if the Section 87 is actioned.
Can you help get this sorted?
Kindest regards,
Ruth
