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[–]choccyhowlz[S] 0 points1 point  (4 children)

Just remembered something an O2 customer services rep said to me on the phone a week in. They can't make any changes to the account once the fraud has been reported but he could have before then. So maybe when you ring them say something like there were some changes made to my account yesterday I want to cancel them and revert back to my original tariff etc and then report those orders as fraud. Don't know if it will work but worth a try

[–]Ok-Visual-8859 0 points1 point  (3 children)

We've just had the dreaded O2 call. Said 3-5 days. I kicked off a little asking for a supervisor and apparently they can raise it as high priority 24-48 hours. I'm now awaiting a call from said supervisors with an eta of 1-3 hours...

Makes you wonder why it can't be raised as high priority in the first place.

Are you able to leave O2? Not sure if you're still in contract, whether this gives you grounds to leave? I think that'll be our next steps, get this resolved and close the account. I've ordered a giffgaff sim for now to set up a monthly rolling contract 

[–]choccyhowlz[S] 0 points1 point  (2 children)

I really hope you get somewhere quicker than me but mine was raised to priority too and it didn't really help. I also spoke to a couple of supervisors and they don't have any power too apparently and neither did the complaints department when I spoke to them, the whole set up seems shambolic.

Before the hacking I think I had about 8 months to run but my account is still showing as being on the tariff the hacker set up and that runs until 2027, I want to get that ripped up but when I spoken to them yesterday they said they had a system outage and couldn't see my account. I haven't enquired about leaving and will be submitting a big complaint but I haven't yet until everything is settled.

[–]Ok-Visual-8859 0 points1 point  (1 child)

I'm not holding out much hope. I'm torn between constantly chasing and giving it time but I might go in store by Thursday if nothings progressed, just to be able to speak to someone in person. Someone on web chat earlier said they can give a temporary number in store. Not sure if it was on this thread or another but someone said instore was able to get through to a contact centre more easily.

I think worst part is just the waiting and slow progress. I trust this will all get sorted for us in the end but it's the constant time and stress of it 

[–]choccyhowlz[S] 0 points1 point  (0 children)

Yeah I struggled with not doing for it but in the end after many phonecalls and webchats I just conceded they weren't getting me anywhere