| Any legal bods - know their sh1t on consumer stuff 08:23 - Oct 15 with 1117 views | bluelagos |
Fraudster gains access to my O2 account and orders 4 lines.
Receive text to confirm those orders
Contact 02 and inform them nothing to do with me, a probable fraud
They tell me lines will be cancelled
Lines get blocked after running up £154 each in data
Visit shop to explain more - told won't be billed and if I am will be refunded
Receive letter informing me investigation concluded it was a fruad- won't be billed
Yesterday DDs for £618 collected
Called and told I need to speak to my bank...pointed refused to refund the money taken.
Before I go all guns blazing to give O2 a piece of my mind - why would I have to speak to the bank? If O2 have erroneously collected £618 that they accept is not owed - why can't they just repay it? Why is the onus on me to sort out their mistake?
Any informed comments welcome. Not in the mood for the usual smart arse pricks who will no doubt tell me it's my fault etc.
[Post edited 15 Oct 8:29]
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| Any legal bods - know their sh1t on consumer stuff on 08:31 - Oct 15 with 1055 views | Herbivore |
I'm not an expert on this but did have an issue where someone had managed to clone my debit card last year and my understanding is that payments fraudulently made from your bank account fall on your bank to sort out rather than the company recieving the payment. That said, if they've informed you that you won't be charged or will be refunded then they should honour that. My suspicion is that they want you to go through your bank so that your bank reimburse you and O2 get to keep the money, whereas if they refund you then they are out of pocket. [Post edited 15 Oct 8:34]
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| Any legal bods - know their sh1t on consumer stuff on 08:31 - Oct 15 with 1061 views | DanTheMan |
You probably don't need to, but for what it's worth I've found just playing the game so you can get past whatever script they are reading is easier than trying to work around it.
You're right, this is certainly on O2, especially as you've raised it before.
If they start giving you the run around, use this site:
https://www.resolver.co.uk/ [Post edited 15 Oct 8:33]
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| Any legal bods - know their sh1t on consumer stuff on 09:23 - Oct 15 with 887 views | Pinewoodblue |
I’m sure that speaking to your bank will be the quickest way to get your money back into your account.
You shouldn’t really have to but it is the easiest way, once you get to speak to real person. |  |
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| Any legal bods - know their sh1t on consumer stuff on 10:59 - Oct 15 with 770 views | mellowblue |
because theoretically you could get the money refunded twice, once directly by O2 and once via your bank who would then take the money off O2. Does happen I am afraid with direct debits. I get O2's stance, but still annoying. |  | | |
| Any legal bods - know their sh1t on consumer stuff on 12:31 - Oct 15 with 668 views | Plums |
I feel for you. I was the victim of a sim swap fraud earlier this year. It took O2 over 45 days to return my number to me. I have finally settled with them for the loss of service and the multiple untruths and wrong advice their people gave me during the period.
I kept a log of all the calls and missed deadlines which they have finally apologised for and paid me out.
Thankfully I was able to stop any payments leaving my account and I will be leaving O2 ASAP as I have no trust whatsoever in their processes - particularly since the merger with Virgin. Good luck with whatever outcome you seek - they're a shambles. |  |
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| Any legal bods - know their sh1t on consumer stuff on 12:42 - Oct 15 with 637 views | DJR |
| Any legal bods - know their sh1t on consumer stuff on 12:31 - Oct 15 by Plums |
I feel for you. I was the victim of a sim swap fraud earlier this year. It took O2 over 45 days to return my number to me. I have finally settled with them for the loss of service and the multiple untruths and wrong advice their people gave me during the period.
I kept a log of all the calls and missed deadlines which they have finally apologised for and paid me out.
Thankfully I was able to stop any payments leaving my account and I will be leaving O2 ASAP as I have no trust whatsoever in their processes - particularly since the merger with Virgin. Good luck with whatever outcome you seek - they're a shambles. |
There seems to be a pattern with O2 because my sister-in-law was scammed only a couple of weeks ago. |  | | |
| Any legal bods - know their sh1t on consumer stuff on 12:52 - Oct 15 with 604 views | bluelagos |
| Any legal bods - know their sh1t on consumer stuff on 12:31 - Oct 15 by Plums |
I feel for you. I was the victim of a sim swap fraud earlier this year. It took O2 over 45 days to return my number to me. I have finally settled with them for the loss of service and the multiple untruths and wrong advice their people gave me during the period.
I kept a log of all the calls and missed deadlines which they have finally apologised for and paid me out.
Thankfully I was able to stop any payments leaving my account and I will be leaving O2 ASAP as I have no trust whatsoever in their processes - particularly since the merger with Virgin. Good luck with whatever outcome you seek - they're a shambles. |
Virgin media are a joke of a company. Years back they took over NTL who were notorious back in the day. The ghost of NTL lives on.
The individuals am sure do their best - but their processes just aren't fit for purpose. A service centre (where you should report fraud) that shuts at 10pm - cos no fraudster ever works in the evening apparently.
Anyone know any mobile firms that offer decent cheap roaming overseas (Only reason I jumped from Vodafone to O2 last year) and a decent service? | |
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| Any legal bods - know their sh1t on consumer stuff on 13:01 - Oct 15 with 579 views | bluelagos |
| Any legal bods - know their sh1t on consumer stuff on 12:42 - Oct 15 by DJR |
There seems to be a pattern with O2 because my sister-in-law was scammed only a couple of weeks ago. |
They don't use mfa on their accounts. This is standard on bank accounts now - think it is mandated to help prevent fraud.
So a fraudster gets into your account - can order additional lines, phones etc with gay abandon.
The fraudster gets the phone or uses the lines (which is what they did here) and O2 ultimately pick up the tab.
Shocking lack of financial control . | |
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| Any legal bods - know their sh1t on consumer stuff on 13:04 - Oct 15 with 560 views | Plums |
| Any legal bods - know their sh1t on consumer stuff on 13:01 - Oct 15 by bluelagos |
They don't use mfa on their accounts. This is standard on bank accounts now - think it is mandated to help prevent fraud.
So a fraudster gets into your account - can order additional lines, phones etc with gay abandon.
The fraudster gets the phone or uses the lines (which is what they did here) and O2 ultimately pick up the tab.
Shocking lack of financial control . |
Here are two of the questions I asked of O2, neither of which has been fully answered:
1) How can someone who isn’t me change the permissions on my account and
yet I have to jump through numerous security hoops to prove who I am to try
and rectify the situation? It also takes a disproportionate amount of time (days
and weeks) for the customer to get satisfaction whereas the scammer gets
what they want in minutes. It seems unbalanced.
2) This is a known scam – why is the sim swap actioned immediately? Surely O2
should take steps to check with customers that they want the change. It’s
evident that emails are unaffected so why not have a means of emailing the
customer and asking for confirmation and, as a matter of course delaying the
transfer for 12 or 24 hours to prevent this happening? | |
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| Any legal bods - know their sh1t on consumer stuff on 13:18 - Oct 15 with 499 views | bluelagos |
| Any legal bods - know their sh1t on consumer stuff on 13:04 - Oct 15 by Plums |
Here are two of the questions I asked of O2, neither of which has been fully answered:
1) How can someone who isn’t me change the permissions on my account and
yet I have to jump through numerous security hoops to prove who I am to try
and rectify the situation? It also takes a disproportionate amount of time (days
and weeks) for the customer to get satisfaction whereas the scammer gets
what they want in minutes. It seems unbalanced.
2) This is a known scam – why is the sim swap actioned immediately? Surely O2
should take steps to check with customers that they want the change. It’s
evident that emails are unaffected so why not have a means of emailing the
customer and asking for confirmation and, as a matter of course delaying the
transfer for 12 or 24 hours to prevent this happening? |
Yep - simple 2 step authorisation and 95% of these frauds don't happen.
These companies just accept a level of ongoing fraud - build it into their pricing and we basically pay for it. | |
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| Any legal bods - know their sh1t on consumer stuff on 13:37 - Oct 15 with 463 views | Ryorry |
| Any legal bods - know their sh1t on consumer stuff on 13:18 - Oct 15 by bluelagos |
Yep - simple 2 step authorisation and 95% of these frauds don't happen.
These companies just accept a level of ongoing fraud - build it into their pricing and we basically pay for it. |
This is where social media platforms can do something good by publicising the issue/s.
I for one won’t now ever be opening an account with O2 or Virgin Media - thanks for the warnings! |  |
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| Any legal bods - know their sh1t on consumer stuff on 14:27 - Oct 15 with 387 views | BloomBlue |
I always find in these situations find out who the CEO is and email them directly. Explaining in this situation Vodafona has stolen £618 from you and instead of you having to seek legal action you expect him/her to resolve it, given its theft.
Looking at vodafone website the email address for the CEO is max.taylor@vodafone.com
I had issues a couple of years ago with Marshalls and my driveway paving blocks, basically some had discoloured completely different to others. I was told to complain to the company I purchased them from (local builders merchant), who said that it was normal to expect the blocks to change differently. Didn't accept it, so emailed the CEO of Marshalls, now it took a bit of back & forth I will admit, but after 6 months Marshalls accepted responsibility. The result was they came out and over 2 days completely replaced my drive, free of charge.
Go for the CEO. |  | | |
| Any legal bods - know their sh1t on consumer stuff on 15:38 - Oct 15 with 308 views | suffolkpoker |
This sort of thing is perfect for ChatGPT. He wins so many of these wars for me now. Just copy and paste every bit of info into and he will do his stuff for you mate.
You need to raise a complaint with O2 mate. Good luck |  |
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