How to escalate an issue relating to fraud?

[Flexthomson]

I am new to this forum so hopefully I am following protocol

My issue is that I have now spoken(on 202) to customer services 3 times re fraudulent activity on my account and am getting nowhere. O2 have closed both fraud cases without speaking to me and in both cases have not resolved the issue as a result of fraudulent activity on my account.

How can I escalate? Or is there a different route into the fraud team? Or should I raise a complaint(last resort as I would rather resolve)

Thanks for any help  

[MI5]

@Flexthomson 

If you think you’ve been the victim of fraud – whether it’s because you’ve given details to someone over the phone, or clicked on a link in a suspicious text or email there are things you can do:

Contact your bank if you think you may have given out financial information. They can help protect your account and stop transactions.

Change your account and online account passwords. Not just your O2 account. All of them.

Forward fraudulent texts to O2 for free on 7726.

Contact Action Fraud on 0300 123 2040.

Call your Virgin Media or O2 customer services number if you think somebody’s taken out a contract using your details.

Virgin Media customers can phone 150 from their landline or 0345 454 1111 from any other phone.

O2 customers can call 202 from their O2 phone or 0344 809 0202 from any other phone.

You can block the number that called you, or any number you think may be suspicious.

How to block a number:

https://www.samsung.com/us/support/answer/ANS00062352/

https://support.apple.com/en-us/HT201229

There are also these links to look at:

https://www.o2.co.uk/help/safety-and-security/phishing-and-smishing-advice

https://www.o2.co.uk/help/safety-and-security/unwanted-calls-and-messages

https://www.actionfraud.police.uk/

[Flexthomson]

I should also have said that I put this under the MyO2 board as I was hoping that I would get some guidance on there, but no luck.   

[Flexthomson]

Hi MI5 

Thanks for the response and indeed I have already done several of the things you suggest. 

Specifically, I am looking for contact details that will allow me to escalate the issue within O2, as I have spoken to customer services (202) 3 times already and I am getting nowhere. 

Do you have any advice/guidance on how to escalate?  

[MI5 · Accepted solution]

@Flexthomson 

Unfortunately not.

The fraud dept are not customer facing so there is no way for you to contact them. They wouldn't talk to you if you could, either.

All you can do is keep trying the useless customer service, message on social media (UK teams), raise a complaint or seek legal action.

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

https://www.o2.co.uk/documents/456036/3782743/Customer+Complaints+code+250924+V0.2.comp.pdf

Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG)

[Flexthomson]

Thanks MI5

That is very clear and I will try social media now - if no success will resort to raising a complaint 

[Oxonian]

Whilst I have huge sympathy for your predicament @Flexthomson , it is probably worth mentioning that O2 might be unable to give you an update whilst their fraud investigation is ongoing. They have to comply with both criminal law and Money Laundering Regulations and this could be jeopardised if they update you whilst their case is incomplete. It is also possible that your case has been subsumed into a wider investigation if the same fraudster has other "victims" in addition to you.

Other O2 customers have had similar issues to you in the past. In fact, about a year ago, there were several national newspaper articles and even a programme on TV about fraud against O2. You can find details of those if you search this forum.

I would keep reminding O2 about this, at least so they do not forget about you ! However, I am not sure that lodging a complaint will move you materially further forward. 

Please keep us informed of developments. 👍