O2 fraud - absolutely useless.

pauljwilliams

Hi,

 

At around Christmas, someone took out three O2 accounts in my name + address. As soon as I became aware of this (early January) I informed O2 who said they would investigate.

 

Over the last there months I have received a succession of increasingly threatening letters about the unpaid accounts. At each point I have contacted O2 who have promised to sort things out. They have not.

 

At the last call I was told my case had been escalated to a senior manager who would be in touch. They have not been.

 

6 weeks ago I was told they would have an update within one month. No update was forthcoming.

 

I have now been informed that the accounts have been sold to Lowell to recover the debt. Meanwhile my credit rating has been trashed because of the missed payments. This is especially significant as I work in financial services, and part of my employment terms requires a good credit rating. So Ive also needed to get my employer involved so they are aware.

 

I no longer have any faith in O2 to resolve this - every contact now is just half an hour on hold followed by them telling me they cant comment until the investigation is complete. Whats my best option to look for external resolution?

southone

Letters to both Lowell and O2 so you got stuff in writing maybe you could speak to the ombudsman service just an idea

Murmansk

I believe there's a website where  you can find the contact details of the chief execs of various big companies so you can contact them direct. You might also like to send them a link to this thread of messages so that they can see that your problem with them has been drawn to the attention of the many thousands of people who must read these posts - that might prompt them to take some action to sort out the problem.

https://www.!!!!!!/s.php?id=c-2762973

Wonka_2

So the accounts have been created but whose bank were they linked to before (presumably) the first payments failed and they started chasing you ?

Were they just sim-only accounts or linked to phones/contracts which have now disappeared ?

Do your bank have any involvement in this to be able to flag to O2 that the transactions were fraudulent ?

And given the sensitivity vs your job role have you logged with Police/ActionFraud ?  

pauljwilliams

The bank accounts linked to the accounts were not mine - the only info related to me was name + address. It was data + device plans.

So ive not had any money taken from me - the impact is the unpaid debt thats now on my cerdit file and has been passed to a collection agency.

Have flagged with action fraud.

Jon_01

I've noticed over the last few years that O2's fraud dept seems very lacking for some reason?

I worked for 10 years as a fraud investigator with one of the other networks, and this wouldn't have happened there.  The front line agent that took the call in the first instance would have sent an alert to the fraud team, who would have put a stop on the acc to prevent it ever going any further while they looked into it.

Wonka_2

pauljwilliams said:

The bank accounts linked to the accounts were not mine - the only info related to me was name + address. It was data + device plans.

So ive not had any money taken from me - the impact is the unpaid debt thats now on my cerdit file and has been passed to a collection agency.

Have flagged with action fraud.

In which case presumably they know where the devices were delivered and should be flagged to Action Fraud - unless they show as delivered to your address and were intercepted.

Otherwise someone (potentially) has your name/details registered against another bank account with ID to back it up