My account is locked by fraud team

[CavemanOW]

Hello,

I am a new customer with o2 via Virgin media. As apart of my new contract with VM I had to get a o2 sim (volt 350) I received my sim and all is well. A month later I got my bill for 19.07 instead of £6. According to  this site its because I have got a late payment charge. My account should be paid by DD and I have monies in the account. I tried to ring o2 customer services and they told me my account is locked by the fraudteam and for me to email o2fraudteam@o2.com I did that last week and again yesterday and noone has got back to me. I am not gonna pay a late fee and I cant find out why its been applied. I am afraid that the fraudteam isnt going to reply and therefore my credit rating is gonna suffer as a result. 

Im unsure of what I should do now. I really need someone to answer my email!

Can anyone here suggest anything?

Thanks.

[pgn]

The first bill can be a bit odd due to overlap of new and old contracts, @CavemanOW - but if you contact the customer service team – give them a call on 202  or 0344 809 0202 (or specific Payment management number - 0800 902 0217 ) they can check and confirm.

Your MyO2 should also show what the extra charge is for, if that is still accessible. Good luck.

[CavemanOW]

I checked the bill and its saying late payment fee. I tried ringing customer service and they couldnt help because they couldnt access my account due to being locked.

[pgn]

I will tag @O2Sarah- who will reach out to you after 8am tomorrow (Monday) morning, @CavemanOW - good luck.

Meantime try again to check, as this change is ongoing: 

https://community.o2.co.uk/t5/Welcome-News/O2-System-Updates-360/m-p/1598402/highlight/true#M39424

[CavemanOW]

Ok great thanks for your help!

How will Sarah contact me? I dont actually use the sim or number. 

Thanks again.

[pgn]

---

@CavemanOW wrote:

Ok great thanks for your help!

How will Sarah contact me? I dont actually use the sim or number. 

Thanks again.

---

She will reply here and reach out to you using the Forum private messaging system, the little envelope top-right if you are accessing this on a PC or laptop browser, @CavemanOW.

[CavemanOW]

Ok I will keep an eye out for that. Thank you.

[O2Sarah-]

Thanks again for the tag @pgn 

@CavemanOW I will private message you so we can look into this. 

[Mabori]

Hi,

Did they ever answer your email? I am going through the same thing right now. Account is blocked, customer service is not doing anything, have sent 5 emails to the fraud team. Thanks

[Bambino]

@O2Emma can you please assist @Mabori?