crime

[Anonymous]

02 i have used your guru service twice now about a phone number that i have unknowingly been paying for on my account. A number that i do not know about or have ever used.

The guru guys reassured me that this was a mistake and said that the tranaction would be cancelled straight away and that the money wold be paid back into my account. Beliving that this would happen i happily ended the conversation 5 months later i find that the money is still coming out of my account and that the money hasn't been put back into my account!?

I have now cancelled the DD but i would like to know why i was told this issue would be ressolved and it wasn't? I have been out of the country for the last 9 months paying for a number i have never used, or even signed for this is out of order, unprofessional and frankly criminal.

I will never use 02 again and will advise friends, family and work collegues to find a provider that is more intouch with its customers needs.

Thanks for the 10 years of average service.

Yours sincerly

i would like my money back!!

[jonsie · Accepted solution]

O2 won't see your message here I'm afraid and it's far better to speak to someone on the free overseas contact number.

http://www.o2.co.uk/contactus

However you should also make a written complaint by email here : http://www.o2.co.uk/how-to-complain

[MI5]

Hi @Anonymous

As said this isn't o2 and I fear that cancelling your DD will just result in a debt collection agency chasing you for money.

You should try and follow the correct process to get this account cancelled, maybe th be if you emailed the ceo, you can find his email address on Google. 

[Cleoriff]

I certainly would be making a complaint!!. 5 months on and @Anonymous is still paying for an account that isn't theirs and never has been? Gross incompetence. 

[MI5]

Not sure how they got the bank details in the first place though.

[Cleoriff]

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@MI5 wrote:
Not sure how they got the bank details in the first place though.

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Nor me...however we can only go on the information provided. With no access to the ops account we can only guess...

[MI5]

Guessing is very unwise.....

[madasaf1sh]

You should have called CS rather than doing it via live chat, as this sounds like a fraud case to me, and indeed identity theft.

You will be asked to provide evidence of the transactions and possibly to contact the police to get a crime reference and then o2 will investigate, however the length of time before you reported it and before questioning it seems a bit odd.

Was this an instore or online addition to your contract? If online it may be upto to provide proof as well that you didnt share your online credentials with any person or 3rd parties. 

If instore then you would have recieved a text to say is this your account for verification purposes...

I would say if the contract is in your name, with your address and bank details and you didnt report for a while, your chances may be slim.

Unfortunatley its too easy for someone who cant afford to pay their bills, to suddenly say i didnt sign up for this additional line.

As others have said cancelling the DD is possibly the worst thing you can do as you are in the hands of o2 and they will chase the money owed... 

Sorry if this sounds a bit harsh but its the reality of the situation, YOU have to prove that a fraud has been commited. 

[jonsie]

It's just unfortunate that no one here can help only to advise sorting it out with customer service or the complaint route.

[Bambino]

It is an unfortunate circumstance, but why did the OP wait five more months to discover the money was still being taken from their account after having the conversation with Live Chat?