Fraud - charge to Mobile

[SV03]

I have had four phone calls with O2 about a fraudulent charge to mobile (after phone was stolen). Today I called and the customer service agent hung up on me (after placing me on hold for 15 minutes because I requested to speak to her manager). I was told to call o2 after my bill had been generated (which it has) to dispute it. Disgusting and unacceptable behaviour by o2. I’ve been a customer since 2009. Please can you help me resolve this. I have email proof and bill that phone was stolen on dates charges were made.

Also, how can O2 bar my IMEI but forget about “charge to mobile”. Unacceptable. 

[MI5]

@SV03 

Only customers here like yourself.

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/

[SV03]

Has anyone had any luck in reversing fraudulent charge to mobile? Phone was stolen. I didn’t even know charge to mobile existed.

[MI5]

@SV03 

O2 are liable for all charges after £100 provided that you reported the loss within 24 hours.

Guide: Lost or Stolen O2 Device? - How to Report it 

[madasaf1sh]

@SV03 

If someone has used charge to mobile on your phone, that means that have either access to your payment cards on the device or to your device platform account. 

Did you not wipe the device when you reported lost or stolen? which would have prevented this.. 

It might also be worth contacting the companies in question and asking them if they will refund.. 
A little tip if you lose or have a device stolen then get it wiped on either apple or Android platforms..

[SV03]

Hello, I activated “lost” mode on my iPhone and barred eveyrthing. I spoke to apple and notified of everything. On my side, I’ve done eveyrthing. I think they took my SIM card from my phone and used it in another phone to use charge to mobile. Nothing else has been used except charge to mobile.

I asked o2 how this was possible and they said it takes up to 24 hours for any barring to go through. 

[SV03]

Can anyone explain how someone is using my charge to mobile (now barred). I think it’s because of the SIM card.

[SV03]

I reported it within 30 minutes! They are not helping me. One customer service agent claimed she couldn’t see my bill (even though it was active). Disgusting. 

[jonsie]

Did you notify O2 straight away?

I see you contacted Apple

Did you report it to O2 within the first 24 hours?

[MI5]

@SV03 

You need to set a sim pin to prevent using your sim card in another phone.

Guide: How to set up a SIM pin on O2