Victim of Impersonation... O2 / Lowell say otherwise....

Reillmeister

Hello, I'm looking for guidance on anything that I am missing to fix this ongoing saga / absurd situation.

Last July, a number of mobile phone accounts and device plans were opened using my name and address. No money ever left my account.

I only discovered this when returning from holiday "welcome" letters from Vodafone and Tesco Mobile.

I immediately took out Protective Registration with CIFAS following advice online.

I also contacted Citizens advice, Action Fraud, and the suppliers themselves. They both quickly acknowledged, sent apology letters and emails, and in Vodafones case  (unknown to me at the time) - even endorsed my Experian credit file with a VICTIM OF IMPERSONATION - USE, BY ANOTHER PERSON, OF THIS NAME AND/OR ADDRESS.

A month later, a tranche of O2 letters began arriving... not welcome letters but "notice of default" & "disconnection". Repeating all of the above, I called O2 - ironically I couldn't pass their identification checks as the email and contact number they had I didn't know, but I gave them my contact details nevertheless and I had an email a few days later saying the fraud was " resolved" and to contact customer services.

August / Sept - Rinse and repeat with additional emails - cant pass identification checks etc etc

However, the letters then stopped - end of story I thought, then November I had a letter from o2 saying 'my' account had been 'sold' to Lowell. And a letter from Lowell (debt agency).

Last week I discovered first via Lowell in a very poor letter from them that the account was actually opened in a store so would have "passed identification checks", and that my correct details were "attached" to the account (see above) - and that action fraud wasn't correct and I should have contacted the police.

I then - had an email from O2 - responding to one of my query letters (not formal complaint) saying the fraud team deduced that as the account was opened "10 mins away" from my registered home address - it "does not meet the threshold for fraud". They described this letter as a deadlock letter.

I immediately the above to the police and got a crime reference. I also subscribed to both Experian and Equifax - last week - and have learned alot. 

I can now see how battered my credit score is going from approx. 1100 to 550 thanks to O2 and Lowell. I can see the Vodafone endorsements, can see O2 and Vodafone credit searches performed on the same day, and Tesco and Carphone warehouse the next day (presumably ID mobile said no).

I have sent a fair bit of evidence to Lowell, who I can only assume are not acting in my interests at this point but they seem to be the only conduit to O2. I cant believe its taken 7 months for me to learn what methodology (in-store) was used - I assumed a clever online scam. 

I have sent O2 a formal "complaint letter" about a week before the deadlock letter demanding what identification / bank details were used etc, but they used a random enquiry email to Lowell (that they were copied into) as a basis for the deadlock letter. All very poor.

Also contacted OFCOM, who advised the communications ombudsman, who after initially having a case with, then said I should use the financial ombudsman service (which is progressing - uploading all evidence to).

I feel like I should be contacting watchdog or something? This is really stressful for me, I'm losing sleep - getting anxiety and chest pains -  I have no other debt - I'm in a well paid job - other than mortgage (which I consistently overpay) - no other bank accounts appear on my credit checks - so I am assuming fraudster used random account?

I could theoretically pay - but that would an admission?

No further hard credit searches have been carried out since thankfully.

I just want someone at O2 to actually listen. 

I'm worried its going to end up with bailiffs at the door. Or me proving in court my whereabout on the day (which I can). Can anyone advise on how long the Ombudsman route takes?

Thanks for reading!!!

Reillmeister

FYI - the "debt" is around £2k. For a very fancy iphone and iwatch. (As I use my 5 year old device lol)

fatbelly

You have put the case to FOS. You now have to wait for their decision.

Bailiffs are not possible without a court order and Lowell should not start court action while it is with FOS

DO NOT MAKE ANY PAYMENT TO THIS.

Reillmeister

fatbelly said:

You have put the case to FOS. You now have to wait for their decision.

Bailiffs are not possible without a court order and Lowell should not start court action while it is with FOS

DO NOT MAKE ANY PAYMENT TO THIS.

Thanks for clarifying the situation around Bailiffs. I am awaiting a case worker for my FOS. Cheers!

Slinky

You say that you came home from holiday to find these letters, was the contract taken out while you were out of the country? Can you use this to prove it couldn't possibly have been you in a local shop?

Markdavid1962

Hi contact the O2 Executive team (email below), give them the account numbers and what has happened in detail with dates if you have them, also mention you have been told the accounts were  opened in store. Ask for CCTV footage from the store, as they do have CCTV camera in store

Executive.team@virginmediao2.co.uk

Reillmeister

Slinky said:

You say that you came home from holiday to find these letters, was the contract taken out while you were out of the country? Can you use this to prove it couldn't possibly have been you in a local shop?

You would think so but O2 cant/wont listen. They have been utterly woeful.

Reillmeister

Markdavid1962 said:

Hi contact the O2 Executive team (email below), give them the account numbers and what has happened in detail with dates if you have them, also mention you have been told the accounts were  opened in store. Ask for CCTV footage from the store, as they do have CCTV camera in store

Executive.team@virginmediao2.co.uk

Thank you, this is worth a go.