Identity theft Post Reply

[mrskipling]

Does anyone have any experience of Identity Theft?  My 22 yr old student daughter (currently with no income)  has had a credit agreement taken out in her name with O2 (clearly an I phone and contract for around £1300).  The agreement spells her first name incorrectly but somehow she passed the credit search. I contacted Action Fraud and then I contacted O2 over two weeks ago and no one has come back to with me despite being told I would be called back.  Letters are turning up every few days - the latest one marked Notice of Enforcement (I have been told these are automatically generated) however they are getting rather distressing. Does anyone have any tips on getting this resolved quickly or any experience with this? No money has been taken out of her bank account so at the moment she hasn't lost anything but this will affect her credit history if not sorted out and removed from her files. Many thanks in advance.

[Elenita4ever]

Hi there, sorry to hear this has happened to your daughter - I’m sure it’s very stressful.
Your daughter should contact Experian consumer services, explain what’s happened and ask them to remove the O2 contract from her CAIS file (credit file - pronounced “keys”). If your daughter’s first name is spelled incorrectly she may find it’s not even on the credit file. Also, do the same with Equifax.
Unfortunately, O2 are the least responsive of all the mobile phone operators, but they will eventually sort it out. You could try posting an open complaint on their Twitter feed - that usually gets a response from larger companies as they don’t like the bad press on social media. It’s good that you reported to Action Fraud.
All the best,
E

[IrishWimbledon]

Hi, the exact same thing happened to me. Some thug took out two contracts in my name and I got letter after letter. I had to keep phoning up and in the end emailed complaintreviewservice at o2 dot com and eventually someone came back to me. I got promised £50 in a badly cut and pasted email with none of my questions answered. A really frustrating experience.

[Mememe]

You need to go the ombudsman for phone providers. They're the best and eill fo ot all for u, an automatic stop will be placed on ye case until its resolved. Sorry I 9nly know the financial or energy ones bt can be easily found

[mrskipling]

Thanks for the advice. I have been on to O2 again this morning and been promised a call back - really not holding my breath!  I will do as suggested and see where I get. I really appreciate the feedback. 

[Hillbilly67]

Great answer. I would also add: contact CIFAS to get a secure identity registration. Last step: change all your frequently used usernames/passwords especially on email accounts. Sadly her compromised identity details will still be available on the dark web. Best of luck.

[mrskipling]

Yes, I have contacted CIFAS already.  I will tell her to change her passwords.  O2 is apparently 'escalating' the matter - I have been told this four times already.  I should expect a call back by Friday - but no guarantee. Would hate to see how they deal with things when they drag their heels.....

[dimelda]

Mrs Kipling:  Can't you write a letter, as in type a letter, to the MD or CEO of O2, spelling out all the details & asking him/her to deal with it, or to designate it to someone senior.  Send it Registered, or Signed For post.  Emailing anyone is a waste of time.  You could also copy the letter to the Consumers Association (WHICH), making sure O2 see this.  Sometimes that has an effect.   Of course you firstly have to identify the name of O2's top dog, & where he/she is based, but it's not difficult.   Someone said on this thread it was '..good that you reported it to Action Fraud'.  Unfortunately, the common perception nowadays of Action Fraud is that they're utterly toothless. 

[mrskipling]

Many thanks for those last recommendations - actually I had identified a couple of 'Top Dogs' already and sent e mails detailing the really terrible customer service I have experience (apparently I will get a call back in 24 hours - not exactly holding my breath). I have also sent a Recorded Delivery letter.  I did actually receive a three line text from O2 Fraud on Monday that was so ambiguous that I had to call again to establish that they have agreed that it is fraud and will take between 30-60 days to update my daughter's credit file. So it appears all ok now but will certainly be keeping a very vigilant eye on the Credit searches done - and the CIFAS will hopefully give a little more protection.  Many thanks for all your advice.