No response from O2 Fraud Team

[E_Rochas]

Hi,

We have had a couple of O2 loans and accounts opened up in mine and my husband’s names, and have been unable to get through to O2 Fraud team. We have tried customer services multiple times; who have gone on to raise fraud cases but never a response. We have emailed O2 credit referrals team and also O2 Fraud team; still no response. We have contacted the credit reference agencies to dispute the entries but O2 then responds to them saying we might have opened the accounts with VirginMedia, whereas this is not the case. We just need the cases investigated, accounts and loans closed and credit file entries removed. Please can someone help with how to get through to the right team who can help?

[MI5 · Accepted solution]

@E_Rochas 

The fraud team are not customer facing so you cannot contact them directly.

If your case has been referred, you just need to wait for them to contact you.

This can take a while unfortunately.

[gmarkj]

Standard advice we give for people who suspect they are a victim of fraud:

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)

[Oxonian]

@E_Rochas 

If you search this forum there are a couple of e-mail addresses for the O2 fraud team.

They might not respond to your e-mail but at least they will know that you are still awaiting a response.   

[MI5]

To save you the search, it's o2fraudteam@o2.com but they will not respond as it is illegal to do so.

In fraud cases, everyone involved is a suspect until proven otherwise.

I could also give you the name of the fraud operations manager, but again, pointless.

[JTCB]

I have been waiting for a month to get a response from O2 after they fraudulently transferred my number to Vodaphone (Voidaphone confirmed they have my number).  I have had no remote daya acess to my phone and many thousands of pounds taken from one of my accounts - today I received 2 bills fro O2 for usage of the number I have not been able to use for a month - unbelievable and really distressing.  I have been promised a reponse from O2 fraud dept so no one else will help me at O2 I have to just sit and wait whilst if I don't pay the bills my credit score will be affected - O2 customer service is zero

[Oxonian]

@JTCB 

The O2 fraud team are in a difficult position. Both criminal law and money laundering regulations fetter their ability to update you or anyone else about the case, and it is not inconceivable that your case could be linked to others - recent press and TV coverage have emphasised the extent of fraud perpetrated against O2. 

I suggest that you keep e-mailing the O2 fraud inbox and maybe send a hardcopy letter too. I think that it might be constructive if you acknowledge their position but articulate your difficulties and concerns. If nothing else, it will at least make clear that you are still awaiting an outcome.    

[jonsie]

Yet other networks deal with it so much quicker and with less stress for the customer?

[Oxonian]

In view of the recent TV programme and press coverage, i really wonder @jonsie if O2 have simply been overwhelmed by the scale of the frauds against them. They seem to be recruiting fraud investigators but the recruitment, vetting and training of new investigators will inevitably take time.

What we don't know is why the other networks seem to deal with fraud cases more efficiently.

I cannot imagine that O2 want to be in the position that they are in - it is costing them money for a start - and would hope that they have a recovery plan in place.