O2 apologises for phone SNAFU

Grr, I'm having the same situation here.

Two accounts have been set up in my name - though apparently without any middle name or date of birth on the accounts, and one line of the address is different to how I write it.

I call the O2 collections people (0870 2203308) who promise to get fraud team to contact me, but nothing happens - that was two weeks ago. I phone up again and get a phone number for the fraud team - first number they give me (0113 2024377) seems permanently engaged. I phone back and am given a second number (0870 4443079), which after choosing option 1 and listening to the messages, just rings forever with no answer.

Before I was given the 0870 number, I asked for a postal address for their fraud department, and was told that there isn't one!!!

First I knew about all this was when a phone arrived (delivered by DHL) - which I refused and turned away, as I hadn't ordered it.

So really, I'm pissed off with this already. They won't call me, I can't get through to them, I can't get a postal address to write to, and I never ordered any phones or contracts in the first place.

My identity details have not been stolen from my bank or anything like that as far as I'm aware.

On a side note, I'm still staunchly anti-ID-cards, because the problem isn't lack of correct identity verification, it's shitty companies who apparently don't carry out any checks anyway.

So, how do I get out of this mess? I'm not beaten yet, just extremely annoyed with this waste of my time. Get out of my life, you O2 bastards - I've got better things to waste my time on than calling your fictional "fraud" department!!

The 0870 numbers answers ....... eventually. Call before 4.30pm, and expect to wait at least 15 minutes for an answer. O2 aren't actually that bad - I'm dealing with four mobile phone companies regarding fraudulently opened accounts, and the others are a lot harder to deal with.

So after a month of no contact from O2, I eventually got a completely unapologetic letter saying that my name and address had been used fraudulently, offering no explanation, and with a disclaimer form for me to sign and send back so that if somehow it turned out that I was the fraudster, they'd have a signed statement to haul my ass over the coals with.

I'm seriously unhappy with how this has been dealt with by O2 - from the amount of time it's taken me to clear up, their failure to call when they said they would, the inability to contact them, to the added stress at a time in my life where I really don't need it.

I'm tempted to take my complaint further, though whether I do or not will depend on if I get a reply to the comments I wrote on my "certificate of disclaimer".

But, for anyone in future wanting a postal address for the O2 Fraud Department, here's the one I had to send my form back to:

O2 (UK) Limited, Fraud Department, FREEPOST RLUY-JEUY-KYHR, Suite N, Arlington Business Centre, Leeds, LS11 0NE

Could be worth an angry letter or two if you find yourself in the same situation as I was in.

Hi
I have also had Two phone accounts opened by a criminal 
O2 are most negligent with the matter which has cost me thousands in business
My credit score has also been affected due to the bogus account unpaid on my report.
This company needs to implement tighter security measures on phone applications
and instruct management who are competent 
They do not appear to chase the scum who operate these scams and as usual we are the victims who are put through much difficult stress as a result

Dan

I had two O2 accounts opened fraudulently in my name before Christmas. 

Eventually received the disclaimer on the 20th of December. Added a few comments of my own - next to no security measures other than the fact the phones are delivered to your home address, I moved out three days before the phones were delivered, the house was empty !

The letter from O2 said the accounts had been closed and the credit reference agencies had all been informed. Two months later I received an Experian credit alert, the fraudulent accounts had appeared on my credit report showing arrears. 

Two weeks after that I received two letters from Moorcroft Debt collection demanding £740 for each account. I rang both O2 and Moorcroft to vent my anger. The saga continues six months on !!

Folks, it will get a lot worse when O2 start working against you rather than with you. If being a loyal customer, paying your bills on time, and doing everything they tell you to do lands you in hot water with their lawyers, my advice is to drop them ASAP and have nothing to do with them whatsoever.

I'm not joking either:
http://web.me.com/localoptimum/pb/Blog/Entries/2008/8/5_Are_international_telecoms_companies_the_new_Mafia.html



I returned a contract phone to the o2 store in oxford street and was told it was canceled within the 14day period and I have a receipt for the refund. Now I have debt collectors knocking on my door an a complete unwillingness from o2 to sort it out. They even told me not to worry about the account when I raised concerns for bills I did not owe and calls I could not have made. They said they had a fraud department that would call me to sort this out but I have never been able to contact this imaginary department and have never had any correspondence with them after countless efforts. I have all relevant receipts and references but still have debt collectors intimidating my family and threatening to enter our home. o2 refuse to give me a postal address that i can send a solicitors letter to and prove that someone in their stores or management is involved in criminal activity.
IDIOTS!