Loss of all service as suspected fraud on my account

[Treacle]

I received an email from O2 on 13/06/24 confirming my request to change my number which I never did.

15 minutes later I received an email on 13/06/24 confirmation of me leaving and they have closed my account.

I called on the 13/06/24 as soon as I could to enquire why and how this has happened considering I never made this request to be informed it was done as suspected fraudulent activities. 
I tried to explain that I never made such requests and they told me 5-7 days and I'll receive email for updates.

Fast forward 1 week and again no email so contact via phone, told that I only raised this issue on the 19/06/2024 which was a complete fabrication and explained this. 
I am told yet again 3-5 days to resolve, however they have still taken my dd off my account on the 17/06/24 full knowing I have no service.

i have missed hospital appointments, work security verification process, unable to log in to banks, prescription requests and many more as they all need txt verification to confirm that it's me.

please can someone advise how to get this resolved? Can I just request pac code and leave as I urgently need my phone and my original number.

thanks

[madasaf1sh]

@Treacle 

You will have to wait for the investigations to be completed, there is nothing anyone can do to speed this up, and you cant port out the number either whilst these investigations are ongoing.

Legally no one is allowed to tell you anything about the investigation either, due to tipping off regulations. 

Sorry but all you can do is wait for those to be completed. 

[Treacle]

@madasaf1sh, thanks for the reply.

Totally get this about sensitivity of information, but being a total simpleton why can't the number be released?

As far as I know and can see nothing has affected me financially? 

I can't log into the myO2 app but can log in via web browser, my account shows I have no products with O2?

Is there a way to track or to get updates on the case directly?

Many thanks

[Oxonian]

@Treacle 

Welcome to this O2 customer to customer community. 

Whilst I have huge sympathy for your predicament, it is probably worth mentioning that O2 might be unable to give you an update whilst their 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.

You mention that ".....nothing has affected me financially". Please bear in mind that O2 might believe that you are involved in the fraud in some way. We are customers, just like you, and we simply do not know. 

There has been regular mentioned on this forum that other O2 customers have had similar issues to you. In fact, last Autumn, 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 !

Please keep us informed of developments. 👍