To think I am being stolen from? And what can I do? I am desperate

[PollyPicksMe]

Over a week ago now, my phone was stolen. It’s insured so I got a replacement phone the next day. Along with a new SIM that has my usual number on from my provider

After a few days, it became clear the SIM wasn’t activating. O2 shop looked into it for me, and I was told it needed to be manually activated by their ‘back team’. So I had to phone customer services, again

I have been told repeatedly by customer services that it’s being past to the back team, and I’ll be activated within 24 hours.

They have told me this for 8 days now :(

On day 5 I think it was, I escalated it and complained to their CEO as suggested on here. I copied in their complaints department email. No reply. So I followed it up, still no reply.

I phone customer services and they tell me the same thing every time - We understand your frustration but it’s being sorted now and you’ll be up and running by tomorrow. But tomorrow never comes.

I am locked out of emails. Online banking. Various, multiple medical teams involved with my DC cannot contact me. There’s too many teams and departments to update them on my temporary phone number, being borrowed to me by a friend

I can’t access my Apple ID. Can’t verify who I am without my number.

I can’t access any banking accounts. They all want text verification. I recently had my Passport renewed and it isn’t here yet. So I don’t have that to prove who I am if I go into Branch to sort it out that way. The nearest branch is also an hour away.

I am so fed up. Their social media team are awful. I have messaged again today to explain and see if they can help. They replied with ‘We can see we have already looked into this for you. We will reply when we have an update’.

I would bet you £1million I would never get a bloody update!

I can’t even escalate this to the Communications Ombudsman - It has to be 8 WEEKS before they are allowed to get involved

I feel as if I am being robbed - Paying for a device and service I can’t use, and a kick in the teeth of being lied to and ignored over and over

What else can I do? How can I do any more?

Hopeful bump

I agree the service you’re getting is appalling.

But, you should be able to still access the other services, using your password/email/ID verification? Normally I get an option, verify by phone or by email etc, I know it’s irritating and they need to sort out your phone but you should have more than one way of accessing other accounts.

Can’t you call your bank and speak to someone if you need to? How have you been locked out of emails, can’t you access via a laptop?

Do you not have email backup for everything?

Have you tried bypassing customer services and going throught to 'retentions'

Tell them that you're leaving 02 and why.

If they don't sort it out within 24 hours, then sign up to another mobile provider and migrate your phone number - would this work for you?

I can’t access things like email because Gmail are suspicious it isn’t me (new device it doesn’t recognise). It won’t let me in any other way than sending a text verification. No option to click an alternative.

When you click ‘I can’t use this number right now’, it just goes into explaining why they need to verify you using your number

My bank are the same. They won’t let me into online banking without account verification via text. I have phoned them. They want me to ho into branch (an hour away), with photo ID. But like I say, that’s not an option right now. So no online banking

Tell them you lost the new sim and order another one, or tell them you are leaving.

If you have 2 step verification on your email you need your phone to access it though.

I have threatened to leave via Customer services, but haven’t actually spoken to a ‘leaving us team’ as I think they’re called

The problem is, I really need this number. But O2 will have to release this number to the new network and it isn’t even unlocked so it won’t work

The phone is also contracted for the next 18 months I think

Write to them and and ask for a refund when you get back online.

According to the helpful O2 man in the shop, that won’t work (a new SIM). It’s because the actual number is locked and needs releasing, alongside the SIM

So it needs manually activating and that’s what is the trouble as nobody has done so

I know it’s not help now, but in future have a pad or tablet that you leave at home as backup to your phone on which you have loaded up banking apps and such so you don’t need to go through the two step authentication with a phone number. I agree O2 is treating you appallingly- this should have been sorted by now. Why have they not used an eSIM? The whole we need 24hrs to activate just sounds very fishy to me.

How absolutely ludicrous.

I’d get VERY heavy with 02.

make clear you are a vulnerable customer with disabled (??) children. Service denial is putting them at risk and compromising their health and well-being.

If you don’t receive a callback and resolution within 48 hours you will go to the telegraph/ guardian consumer champion types.

Also post a factual yet uncompromising review on TrustPilot. All big companies monitor that and use actual humans or sentiment analysis/ AI to find stuff they need to address. Mention ‘legal action’, ‘letter before action’, ‘indirect discrimination’ etc. I’ve found that the very best way of getting action in the past. In your review quote the relevant case number/ complaint number/ client ref so they cannot waste time saying “we want to help but we can’t identify you”…

Is it O2 who you are contracted to, re the handset, or someone else?

Go to the bank branch, and bring photo ID or can you use card and pin sentry? It’s your finances you should be worried about and check your credit report for free, credit karma or such.

I would definitely speak to the 'leaving us team'. Ime they have a very different approach to customer services. Obviously don't tell them you need to keep the number etc. Just say "I want to close my account/cancel my contract." When they ask why say: nothing can be done about it, I've already tried x times. Be very firm that you need the cancel whatever the consequences. There's a chance that will push them into action.

Try using Twitter/X. You can DM them, or @ them. Or both.

You could also try the newspaper consumer columns e.g. Guardian’s consumer champions.

That’s what I did. I explained everything, in full. Gave me all her details. I was really nice but firm and factual.

‘Thank you for messaging us again. We can see we have already responded to this issue via DM. We will update you if we get an update’

Try the press office. Tell them you’re contacting BBC Moneybox or Daily Mail Money with the story if you don’t get your number released by end of day: [email protected]

Goodness, I’m so sorry. Maybe keep on at them, publicly but politely?

I’m sure someone very tech savvy can help you get somewhere. Maybe a different post with a different title for practical help?

You can transfer your number to a new SIM and phone you just need your PAC number

Hope this helps

Thanks for this. Just emailed them. I included the fact that Great Ormond street called to offer him a cancellation so he could be seen for something quicker - Only I missed that call, and I was informed via letter.

I can’t text from a number I don’t have access to though :( Sorry, not your fault of course. But I can’t place any texts as the number isn’t activated

Not sure if they'll still do it at the values these days but phone companies used to 'buy' your current contract (by paying you the money to pay on) if you took one out with them.
Could you get a basic SIM only with EE and then get a PAC code to transfer your number? It should release it as it'll be to a new network.

Sometimes patience is a virtue. My sons iphone 14 locked and he had to wait 30 days for it to reset.

Take a deep breath.

Call your bank or visit and make sure your account is safe.

Use a computer to change passwords etc on all your accounts inc social media.