Someone else phone has been added to my account

[Steve1471]

Has anyone else had fraudulent phone added to their account since February , which o2 are unable to remove and sort it out. 

[Enlli]

Did you receive a call from anyone saying they were from O2?

Did you give them any information?

[MI5 · Accepted solution]

@Steve1471 

If you think you’ve been the victim of fraud – whether it’s because you’ve given details to someone over the phone, or clicked on a link in a suspicious text or email there are things you can do:
Contact your bank if you think you may have given out financial information. They can help protect your account and stop transactions.
Change your account and online account passwords. Not just your O2 account. All of them.
Forward fraudulent texts to O2 for free on 7726.
Contact Action Fraud on 0300 123 2040.
Call your Virgin Media or O2 customer services number if you think somebody’s taken out a contract using your details.
Virgin Media customers can phone 150 from their landline or 0345 454 1111 from any other phone.
O2 customers can call 202 from their O2 phone or 0344 809 0202 from any other phone.
You can block the number that called you, or any number you think may be suspicious.
How to block a number:
https://www.samsung.com/us/support/answer/ANS00062352/
https://support.apple.com/en-us/HT201229
There are also these links to look at:
https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice
https://www.o2.co.uk/help/safety-and-security/unwanted-calls-and-messages
https://www.actionfraud.police.uk/

[Steve1471]

An update to my previous message about someone else phone been added to my account. The History  of the situation, I received a text from O2 on the Feb 23rd stating that  "Due to a system issue "  from that date is where my problems started. The first bill after that is where I noticed the addition of the other phone number.

I contacted O2 on the 18th March questioning the addition of this number to my account, the Fraud team was informed . 6th April fraud team text me stating there was no issue (but the phone is real you can see it on my account.). I contact O2 on the 9th April said they would look in to the issue of why fraud team could not see the phone. I'm on the phone to them for over 1hr each time with a language barrier doesn't make it easy. 11th April I managed to put freeze on the account until 11th May. Been in contact 4 more times chasing the fraud team with out success .  I now contacted OFCOM, They told to ask for a "Deadlock letter". So yesterday 13th May I contacted O2 an insisted on speaking to a manager, which they seam reluctant to do until I asked for a Deadlock letter. When I managed to speak a manager , she asked many question about Virgin media which I've had nothing to do with. In another previous call I thought that I had terminated the phone only to be told my the manager this will be completed on the 24th May. Then I'm told that the pervious months bill for the phone had been paid, (by a credit Card) a phone number under a Fraud investigation and they never queried it (who do O2 employ,,, ) .  O2 have credit my account for the latest bill, I will have to wait until 24th May to see if the phone number in question is removed.  

[Oxonian]

The O2 guidance relating to complaints is here :-

How to Complain | Help | O2

https://www.o2.co.uk/how-to-complain

Customer+Complaints+code+250523.pdf (o2.co.uk)

https://www.o2.co.uk/documents/456036/4246828/Customer+Complaints+code+250523.pdf

Have you actually submitted an official complaint ? You do not mention having done so, but you will note that the "deadlock letter" is part of the complaints' process and is issued when the customer and the O2 complaints' handler cannot reach agreement. It enables the customer to refer their complaint to the Ombudsman. 

Please post again if you need further help. 👍