Fraud on my O2 account

Sol00

I agree with Asbo, it all sounds a bit suspicious.

arzosahr

asbokid wrote: »

For a bank insider, you can imagine how simple it is to orchestrate these sorts of frauds...

Ermmm... I work for a different bank... Simple is not a word i'd use to describe all the hoops we have to jump through every day - let alone a numpty wanting to try commit fraud lol

asbokid wrote: »

With all the safety mechanisms disabled by the rogue cashier, the accomplice leaves the branch with a large wodge of used bank notes..

Hmmm... we are monitored so much in branch that they query the very fact we breathe... i'm sure everything we do is logged so there is no way that it wouldn't be picked up and the culprit prosecuted.

asbokid wrote: »

Elementary... my Dear Watson...

Hmmm... I'll agree to disagree on that one.
(Obviously this is all my personal opinion - I am in NO way speaking for any of the banks - before anyone posts any comments )

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But going back to the O2 problem from the OP - That is shocking... I'm currently with O2 on a Simplicity Tariff so will definately be keeping a closer eye on things. I'd be rather worried how this all came about to be honest - but it does smack of some kind of insider help perhaps or someone knowing your details... You don't keep passwords or pins written down at all?

asbokid

arzosahr wrote: »

Ermmm... I work for a different bank... Simple is not a word i'd use to describe all the hoops we have to jump through every day - let alone a numpty wanting to try commit fraud lol

It happened nearly two decades ago. Perhaps things are different now. Nevertheless, I bear a grudge about it. All I sought was an apology. But even that was too much for NatWest.

Hmmm... we are monitored so much in branch that they query the very fact we breathe... i'm sure everything we do is logged so there is no way that it wouldn't be picked up and the culprit prosecuted.

I'm sure everything is very proper in your branch... These frauds still happen though. Building societies seem more vulnerable, especially the smaller ones and the agency offices. There was a recent case at a Halifax agency, IIRC. It was the manager wot dunnit. He had been "confusing" customer deposits with the private funds he was sinking into high risk equity products, under his separate role as an independent IFA.

Wasn't there some argument over whether the Halifax would re-imburse savers who had more than £50k in their accounts..

Money_Grabber13579

asbokid wrote: »

And my first thought, too..

And moreover, O2 had its own suspicion that the purchase was fraudulent.. Why would it think that? It's not the normal thing to suddenly assume that a transaction is fraudulent.. O2 has its own good reasons for contacting the customer to ask whether he had authorised the transaction..

Ummm... I wonder why O2 thought it was suspicious? I might wildly wrong in my analysis but maybe it was because the password on the account was changed and the purchase was requested to be sent to an address other than that was on the account? I might be wrong, but I'm 100% sure I'm not.:D

asbokid

Money_Grabber13579 wrote: »

Ummm... I wonder why O2 thought it was suspicious? I might wildly wrong in my analysis but maybe it was because the password on the account was changed and the purchase was requested to be sent to an address other than that was on the account? I might be wrong, but I'm 100% sure I'm not.:D

Ummm...

The security trigger in O2's e-commerce software should activate before the goods are dispatched to a different address, not afterwards!

I too might be wrong, but I'm 100% sure I'm not.:D

DebtHater

asbokid wrote: »

For a bank insider, you can imagine how simple it is to orchestrate these sorts of frauds...

Fortunately, you have to go through a criminal records check now to work in finance (or you did when I was working in the industry)

But, remember a while ago when it hit the headlines that these call centres in India were selling your information to the black market in order to get a little top up for their wages?

Fritton

Daneel wrote: »

I just got a call from my mobile network provider (O2), asking me if I had ordered a Nokia N95 a couple of weeks ago. I told them I hadn’t and was informed that someone had managed to get the password reset on my online account then ordered the phone online, delivered to an address that was not mine at a charge of ~£270 to my account.

They seem to (we’ll see what happens over the next few days) have dealt well with correcting this, refunding my account and not collecting the amount from my bank account this month (though, I had to raise this as a concern, they didn’t see that problem coming due to the bill having been sent out before the spotted the problem).

My larger concern however, is how the fraudster managed to get my password reset. Doing it via the website appears to be difficult, they send a code to my phone number as well as asking questions in order to reset. The lady I spoke to suggested that the fraudster had called O2 customer services and managed to get them to reset the password, and was given the new password…

I find that ludicrous from a security perspective so guess that either she is wrong (she was far from sure, not her area) or someone screwed up badly. What I want to know, is if the fraudster has any of my personal information, or he simply managed to fool a customer services person.

I think I’ll start with a call to customer services, but have a feeling I’ll need to put this in writing.

Does anyone have experience of this kind of fraud?

Have you asked 02 for the details of the alleged order placement? If not ask, then take that to the police and report it. Inform 02 of your actions so that you are protected from prosecution, then back up your phone call with a letter, written, dated and signed by you of your actions. Then you are protected!

arzosahr

asbokid wrote: »

It happened nearly two decades ago. Perhaps things are different now. Nevertheless, I bear a grudge about it. All I sought was an apology. But even that was too much for NatWest.


I'm sure everything is very proper in your branch... These frauds still happen though. Building societies seem more vulnerable, especially the smaller ones and the agency offices. There was a recent case at a Halifax agency, IIRC. It was the manager wot dunnit. He had been "confusing" customer deposits with the private funds he was sinking into high risk equity products, under his separate role as an independent IFA.

Yeah i'd be narked too... What is it about apologies these days? Nobody wants to take ownership... :mad:

As for everything being proper in my branch... it's more a case of big brother is watching so it wouldn't be worth the hassle even if any of us wanted to be naughty (not that we would as we're all good little boys n girls lol )

I do find the "confusing customer deposits with private funds" an interesting idea tho.. just how do you manage that one :rotfl:

Money_Grabber13579

asbokid wrote: »

Ummm...

The security trigger in O2's e-commerce software should activate before the goods are dispatched to a different address, not afterwards!

I too might be wrong, but I'm 100% sure I'm not.:D

I assumed that the phone wasn't dispatched, but after re-reading the OP, I think it implies that it was! The security definitely should have picked it up before it was sent. When my credit card was skimmed, Tesco direct just cancelled the order because it was been sent to a different address that where the card was issued to.

Daneel

Fritton wrote: »

Have you asked 02 for the details of the alleged order placement? If not ask, then take that to the police and report it. Inform 02 of your actions so that you are protected from prosecution, then back up your phone call with a letter, written, dated and signed by you of your actions. Then you are protected!

When you say protected, you mean from being asked to pay up for a purchase that wasn't mine?

I'm going to send a letter to them so I have the information in writing and will progress from there. I called them over the weekend and got some further information about what happened (the girl went through her customer service logs). I'm still confused as to how this tripped fraud detection but not until after the phone shipped.