Wife has been scammed and number no longer works

[jimbobaggies]

My wife has received a call on her O2 phone from a 0333 number last Thursday, she was stupid enough to log into her account give them a code, and her PAC when it came as text. Queue today and here phone number is no longer working on her SIM card.

We have phone O2 twice, been on hold 30+ minutes, gotten through to customer services who have asked loads of details, and in the end both times hung up. We have asked to be put through to a fraud line, but they both said they could deal with it.

Now when ringing up and putting my wifes number in it states the customer services are no longer available and puts through to emergency number but not fraud....

HELP! O2 customer services seem pretty useless!

[Bambino · Accepted solution]

@jimbobaggies 

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/

You can also reach O2 via social media:
Facebook (https://o2uk.co/O2CFB), Twitter (https://o2uk.co/O2CTW), or Instagram (https://o2uk.co/O2CIG)

[jimbobaggies]

So as it stands my wife has received a final bill from O2 and her number transferred to another provider, who should she be contacting? Surely O2 should be able to do something? We got through twice to their customer services, explained all circumstances, got told they could help, and in the end hung up on.

[jimbobaggies]

Tried ringing from my account this time, got through, explained everything, gave details, lady stated account was with 360 department and would transfer me, put on hold, hung up again. Shocking.

[Enlli]

@O2Emma  any chance of looking at this for @jimbobaggies 

[O2Emma]

Hi @Enlli I will look into this thanks.

@jimbobaggies I will send you a private message to look into this for you.

[jimbobaggies]

Hi @O2Emma 

You said you would tag another advisor in the thread who is on tomorrow that has access to 360 accounts. It doesn't look like you have. 

As I have stated, the person calling my wife stated they were from O2, and had my wife's details, she has never spoken to the plan.com, or any other company as far as she is aware. I have reached out to you as after three times of phoning O2 support last night and explaining the situation in detail, each advisor has eventually stated we need to speak with someone who can deal with 360 account, put us on hold, and then cut us off.

All we want is to speak with someone at O2 who deals with fraud and can sort this out.

Thanks in advance.

[Cleoriff]

I think it may be @O2Sarah- who deals with 360 accounts @jimbobaggies 

Although we are waiting for confirmation re this from @Martin-O2 the community manager.

@O2Sarah-is on duty at 8am so she will see this tag.

[O2Emma]

Hi @O2Sarah- Can you look into this please for @jimbobaggies  Thanks.

[O2Sarah-]

Thanks for the tag @O2Emma anmd @Cleoriff 

@jimbobaggies I will send you a private message so we can look into this.