O2 phone contract fraud

Joe_R_D

Shortly before Christmas my wife received a letter from O2 demanding payment of outstanding charges relating to a credit agreement taken out with O2 (Telefonica). Except she has never, ever had a phone contract with O2. She called O2 customer services and they said they would pass it to the fraud team. Two weeks later, we have received another letter with a Notice of Enforcement and a warning that our debt can be sold to a debt collection agency and they will notify credit reference agencies. Called O2 again and they said there’s not really much they can do until their fraud team have looked into it.

This is getting very frustrating and worrying. Does anyone know how we can get O2 to take notice of this? (And complain? Apart from anything else I can’t believe how weak their ID checking process must be for this credit agreement to be taken out in my wife’s name.)

[Deleted User]

They've already taken notice of it. It will take them a while to verify the data. I wouldn't worry about the letters. - they're automated. Anything added to your file can be removed.

You can complain by following the complaints procedure on their site.

[Deleted User]

Worth doing a credit record check as well to see some more details of what has happened and when, and also if anything else has been done fraudulently in your wife's name.