Fraud on my account - O2 useless.

[pauljwilliams]

Hi,

At around Christmas, someone took out three O2 accounts in my name + address. As soon as I became aware of this (early January) I informed O2 who said they would investigate.

Over the last there months I have received a succession of increasingly threatening letters about the unpaid accounts. At each point I have contacted O2 who have promised to sort things out. They have not.

At the last call I was told my case had been escalated to a senior manager who would be in touch. They have not been.

6 weeks ago I was told they would have an update within one month. No update was forthcoming.

I have now been informed that the accounts have been sold to Lowell to recover the debt. Meanwhile my credit rating has been trashed because of the missed payments. This is especially significant as I work in financial services, and part of my employment terms requires a good credit rating. So Ive also needed to get my employer involved so they are aware.

I no longer have any faith in O2 to resolve this - whats my best option to look for external resolution?

[MI5]

@pauljwilliams 

This is typical of O2 unfortunately.

Taking legal action against them is the only way forward with this.

[pauljwilliams]

Yes, I think so - just not sure how to go about it.

[MI5 · Accepted solution]

@pauljwilliams 

I'd start with citizens advice https://www.citizensadvice.org.uk/

[StephenWhite]

Hey,

Did citizens advice give any guidance on this? 

I also had three fraudulent accounts and they have finally given me evidence that says they are fraudulent and Lowells are passing them back to O2…

The account are still on my credit report and have completely trashed my score, have you had any joy removing them?