Fraud

[MissClawdy]

On Monday I started receiving emails from
O2 on an email address I own but never use. Someone has ordered a SIM card in my name using my email.

I have received 7 emails from O2 regarding this new mobile number culminating in a bill this morning. I have been in touch with O2 via Twitter and also by phone. O2 Twitter say they’ve closed the new account and customer services this morning told me that their fraud department would ring within 48 hours. Not being the holder of the new account because I’ve notified O2 of fraud I can’t get any answers to who is doing this, which postal address is linked to the account etc. Very frustrating!

I haven’t received notification from my bank that a new DD has been set up so I’m hopeful my bank is safe.

How can someone order a SIM card without providing bank details? What is the purpose of ordering a Sim in my name?

Any advice on anything I should be doing or explanation of what is going on would be much appreciated.

Thank you.

[Cleoriff · Accepted solution]

@MissClawdy 

You need to call O2. All numbers in this guide Guide: Coronavirus Community Help and Support 

Advice from an O2 Guru regarding a way to get through:

When you call, you will be asked for the reason you are calling,

Stay silent for 15 seconds and you will be taken to the keypad options.

Press 2 for Everything Else

Press 5 for More Options

Press 7 for Anything Else which will put you though to an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call

Other advice https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice 

https://www.actionfraud.police.uk/a-z-of-fraud/mobile-phone-fraud 

[MI5]

@MissClawdy 

Some help here 

https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice
https://www.actionfraud.police.uk/

Inform your bank so they can stop any direct debits from being setup too.

[MissClawdy]

Thank you. I have spoken to O2 this morning and also communicated via DM
on Twitter. O2 on the phone have told me they’ve passed it to their fraud dept who will call me within 48 hours. I’ll look at the action fraud website, thank you.

[MissClawdy]

Thank you. I sent all the emails from O2 to their spam email and I got a response that the emails were genuine and if I didn’t want the new Sim to phone up and cancel it!

My bank texts me whenever a new DD is set up so I can confirm and checking today there is nothing unusual. It’s a good idea to ring the bank tho. Thank you.

[MI5]

Good luck with this.

[MissClawdy]

I am beginning to get annoyed with o2. I was promised a call from the fraud department and that in the meantime the fraudulent account had been closed. I’ve not had a call from the fraud department and today received a welcome email for a 18 month airtime contact.

I’ve been fobbed off by o2 Twitter help and my phone call on Wednesday was met with data protection benefiting the fraudster who o2 told me would be dealt with internally.

I appreciate Covid can make a difference to service but it’s gone completely quiet on o2’s side.

What can I do next? Thank you.

[Cleoriff]

@O2Georginaare you able to help @MissClawdy?

[O2Georgina]

Thank for the tag @Cleoriff 

Normal time frame for the fraud  team is 10 working days

@MissClawdy  I will send you a private message now so we can look in to this for you

[Cleoriff]

Thanks @O2Georgina 

I think this is more to do with the fact @MissClawdy was told she would get a call from the fraud dept and hasn't.