Silence from o2 fraud dept 2.5 months

[Snorkellor02]

@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

[MI5]

@Snorkellor02 

This is a customer to customer community, not O2.

All we can do is advise you to keep chasing O2.

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

[pgn]

Sorry, @Snorkellor02 - the Forum's O2 Advisors were disbanded back in July, hence the "Former Staff" designation in their profile info:

You'll need to take @MI5's advice above and persist with O2 via Social Media, info in the link just below.

O2's own Fraud help page here may help also: https://www.o2.co.uk/help/safety-and-security/fraud-advice

Good luck!

[Cleoriff]

I do think this is the worse type of fraud where scammers take out phones using details of others.

Also O2 take limited notice of the mental and the financial turmoil this causes those who have been scammed. Add to that, the effect it has on their clients credit rating. All so slow and casual. 😖

[Snorkellor02]

Thank you

[Snorkellor02]

Thank yiu