Victim of Fraud with O2... Desperate for help

youngman19

Good Evening all

I was a victim of fraud last month with o2. I phoned up o2 straight away on a Saturday and the customer rep wrote everything down and said I will get a call from fraud team on Monday. Come Monday, I didn't get a call, so I phoned up asking what is going on as I got an email saying my bill was on the new contract the fraud took out in my name.

The rep said I should get a call within 48 hours ( which is worling days)

So after another 2 days I hear nothing, call up again and was told I have to wait 10 days not 48 hours like the previous 2 reps said. I asked why was I told 2 times the same thing and why isn't anyone gettng back to me and she couldn't answer and i was getting a little annoyed as to why Iwas getting told different things, she cut me off.

I then phoned back and the next rep said I should get a call from the fraud team in 10 working days ( although now a few "working days" had passed when I reported the fraud.

Between these 10 days, I get a letter confirming I was a victim of fraud.

On the 11th working day (or 13th workng day (I think) from when I reported it)  I phone up again as I got a text saying if I dont pay my bill they will add fees. The rep goes 10 days hasn't passed and 10 days will be folllowing Monday. Getting really annoyed as they are not taking it seriously, I told her the names of the reps I spoke to and what they said, and counted the working days from the date she gave and made her realise it was actually more than 10 days now. She then didnt't accept. I said I got a letter of confirmation that I was a victim and she said she can't do anything, as the fraud team are still investigating. i asked if they are still investigating why did I get a letter, she couldnt answer. I wated to speak to her supervisor and she didn't let me speak to a supervisor, said nothing the supervisor can do, and the supervisor will call me within 2 working days, and she can't help me with the bill and cut me off again.

Hitting my head against the wall, trying to keep my anxiety and depression calm, I phoned up one more time, the lady said she will put a stop on my bill for now until next month and they do have authority to do this unlike what the previous advisor said. 48 hours have passed, I have had no call from the supervisor or from fraud team. I now have an unsecured loan against my name on my credit frile from o2.

O2 have been no help, no communications or call apart from the letter and text to add on fees.

Anyone please advice me on what to do, how to do it as I am now super depressed and can't think clearly. I have been doing so well to have a good credit file and now this is against my name.

Please please please help

Jenni_D

Advice? Stop phoning and start writing (email is OK). Even live chat where you can save a transcript is better than phoning.

tacpot12

I would recommend that you give O2 a little more time to resolve this. The account is on hold so you should not get chased for it for a month. The advice about putting everything in writing is good advice. 

I'd also recommend that you send the all the Credit Reference Agencies (CRAs) a copy of the letter from the Fraud team confirming that they accept that you have been  victim of fraud, and ask them to remove the details of the loan from O2. 

You should also set up fraud alerts on your credit report with each CRA. 

You can pre-draft a letter of complaint to O2. If you find that the any default or non-payment of the loan is recorded by the Credit Reference Agencies, you can send them your letter. Your complaint is that O2 didn't act themeselves quickly enough to remove the record of the loan from your credit record.

sheramber

https://www.o2.co.uk/sites/default/files/2018-08/Customer Complaints Code_0.pdf

Complaint Review Service
If you've spoken to a manager and you're not satisfied with how we've handled your complaint, the Complaint Review Service can help – they'll carry out an impartial review of your complaint. We'll help you escalate your complaint or you can contact our Complaint Review Service directly by email or post. O2 Complaints Review Service PO BOX 694 Winchester SO23 5AP complaintreviewservice@o2.com Make sure you include your contact details and what you'd like us to do to resolve your complaint.

youngman19

Awesome, thank you guys for the advice. I shall keep all correspondent as email now.