No Contact from Fraud Team

[Deano55]

I have been the victim of identity fraud and am very unhappy regarding the way O2 are handling and dealing with my reporting of fraudulent activity. On the 16/6/2023 I received three default notices relating to accounts that had been taken out using my name. After repeatedly calling customer services and being told the Fraud team will contact me I have heard nothing and am now getting threatening letters from O2 saying the debt is being passed to debt collectors.
Please, please will someone contact me regarding this asap.

[Bambino]

@O2Sarah- or @O2Jonathan can you please assist @Deano55?

[O2Sarah-]

Thanks for the tag @Bambino 

@Deano55 I will send you a private message so we can look into this. 

[Deano55]

Thankyou @O2Sarah and @Bambino 

[BA223]

This has also happening to my wife. Despite verbal assurances that the issue has been resolved and recorded as fraud, there has been no written confirmation and the threatening letters keep coming. The latest being that debt collectors have been called in. Phone calls to O2 have been challenging if not obstructive which is leading to incredible amounts of stress. A formal complaint has been raised but there has not yet been a response- this has gone past the amount of time stated in O2’s own policy for a reply. Please can you advise what to do next as this can not continue. Thank you. 

[Enlli]

Sorry @BA223 Since the original post the O2 advisors on here have been removed so it's just customers here.

Perhaps it is time to contact  Resolver

https://www.resolver.co.uk/companies/o2-complaints?territory_id=5

[BA223]

Thanks for letting me know 

[Deano55]

Hi Ba223 - I reported it to Resolver, has now been escalated to the ombudsman, who have accepted the complaint.