18 months of hell

[Losing-the-will]

On the 23rd of July 2023 I contacted o2 reporting fraud, my account was quickly suspended pending investigation. My account is STILL suspended 18 months later! I have contacted customer services countless times but as my account is suspended they cannot do anything but tell me the fraud squad will be in touch.......! After around 6 months my phone came back to life and I could use it for calls and not much else. Then I started getting text messages saying i owed hundreds of pounds for my phone use and would be billed etc. The £423 came out of my account!!! I quickly contacted the bank (too late) then I cancelled the direct debit to prevent this happening again.......I cannot even leave o2 and cancel the contract because my account is suspended. My mental health is shot to bits and I just want this torture to end! Can anyone help??? I have had to set up a new o2 account just so I can access the board for help.

[madasaf1sh]

@Losing-the-will 

There is no o2 support on this customer to customer community, and as this is fraud related no one in o2 can tell you anything due to rules and regulations in place.. 

But if they have tried to charge you then it sounds like they have found that you have been negligent. 

All we can suggest is to make sure the fraud is reported on Action Fraud ( actionfraud.police.uk ) You maybe best logging a complaint bear in mind it can take 8 weeks for them to come back to you 

https://o2.co.uk/how-to-complain 

[Losing-the-will]

Someone accessed my account and changed the password, when the password has been changed email popped up I immediately reported fraud. I get texts all the time telling my bill is x amount etc. I can't see how I've been negligent when my account has been hacked, I report it, have no access to calls data for almost a year before phone starts working again and I'm negligent?? The rules and regs in place don't leave you with a leg to stand on.....Can't contact the fraud squad as they are not customer facing, o2 customer services can't access the account as it's suspended. The amount of times I've heard someone will call you back is ridiculous. 

[Bambino]

@Losing-the-will If what you've come here to do is have a rant to vent your frustrations, then by all means carry on, but there's still no one here to help you. We can sympathise with your plight, but that's about it.

[Enlli]

The only thing we can suggest is using the official complaints procedure. Giving them 8 weeks to respond and then going to the communication ombudsman

https://www.o2.co.uk/how-to-complain