Help for possible account fraud (long read)
If you find your account suspended with no service for no apparent reason and receive the following message from o2:
“We’re just letting you know that we've cancelled your pending Direct Debit payment. This could be because you've made the payment early, there's a dispute on your account, or a credit has been applied to your account. You don't need to do anything in relation to this.”
(Ignore that last sentence and take action!)
The following advice may be useful and I am writing this in order to help others using my own personal experience to effect a resolution. In this case I was eventually informed the reason for the above was for ‘impersonation fraud.’ No fraud was found on the account.
In the first instance, call Customer Support for their input. If they inform you that a flag has been placed on your account, it is probably the Fraud department (this showed up on my o2 account) and you should:
Follow this up with an email to create a paper trail and keep a log of all calls (time and date) and emails. They will probably respond with ‘we will reply within seven days.’ (In my case, despite numerous emails, they never replied.)
If it is fraud related, ensure you email the fraud department as well. You will not receive a reply!
After seven days with no response, register an account with Resolver.co.uk and ensure all emails to o2 are forwarded using their portal, also log any calls you make. This is important.
Resolver will advise that o2 now have eight weeks to respond or resolve if possible. During this time, keep contacting o2 using their portal.
If after eight weeks the dispute is not settled, Resolver will advise the next step, usually escalate to the Ombudsman. If you agree, they will do this on your behalf, uploading all your logged emails and calls to the Ombudsman.
The Ombudsman will then contact you explain the procedure as follows:
I would like to start by explaining my role is to look at your complaint impartially, looking at both parties’ contributions, and decide if I think o2 have acted fairly and reasonably to your complaint.
I have accepted the case today which now gives yourself and o2 14 days to provide any supporting information to the portal such as a copy of the contract, emails, letters etc. At the end of 14 days, you then have an additional 4 days to review the information sent and make any comments.
Once the 4 day window has closed, I will then start my investigation which can take up to 14 days and I will the call you to discuss the decision.
During the first 14 days, o2 may contact you directly to try and resolve the complaint. However, to remain impartial, I will not be involved in any offer made to you by o2 at this stage and I cannot sway your decision to accept or decline any offer.
Once I have completed the investigation and posted my decision, yourself and o2 will have 14 days to review this.
If both yourself and o2 accept the decision, there will then be 28 days for o2 to implement any remedies that may be put forward.
(Reproduced with permission)
This should resolve the situation. I found the Ombudsman service to be excellent with regard to explanation and communication.
Advice:
Do follow the procedures.
You will be angry, upset, livid and frustrated, but keep your cool and do not take it out on those who are trying to help, it achieves nothing.
If you have no service, then during these protracted proceedings obtain a pay as you go sim for calls or as in my case I had another mobile.
