I am writing to express my deep disappointment and frustration regarding the handling of fraudulent accounts opened in my name with O2. This issue has not only impacted my credit score but has also significantly hindered my ability to secure a mortgage and purchase a home.
Despite multiple attempts to address this matter with your customer service department, the situation remains unresolved. I have made a total of 11 calls to customer services in March and April, and each time, I have been met with incompetence and lack of progress.
Not only have fraudulent accounts been opened in my name, but they have also been misspelled, raising serious concerns about the lack of security measures in place to prevent such occurrences. I find it utterly unacceptable that these accounts could be created without proper identity verification procedures.
Furthermore, I have been provided with conflicting information regarding when the fraud team would contact me. Promises of contact within 30 days, 7 days, and even 24 hours have all gone unfulfilled, leaving me feeling frustrated and neglected.
It is particularly distressing to learn that the fraud team is not customer-facing and that I have been unable to speak with them directly. This lack of accessibility, coupled with the apparent ineffectiveness of your customer service representatives, has resulted in an overwhelming amount of stress and wasted time on my part.
As a result of O2's inadequate response to this situation, my partner and I have lost our dream home. This is a devastating consequence that could have been avoided with proper security measures and timely intervention from your fraud team.
I expect O2 to take immediate action to rectify this situation, including conducting a thorough investigation into the fraudulent accounts, restoring my credit score, and providing compensation for the distress and inconvenience caused.
