VM and O2 ignoring identity fraud

[NJWBtn]

So looking for some advice on how to proceed. Sorry, this is a little wordy. 

30th June, got a random text saying my upgrade is on the way, click link to track - no number/id, assumed it was spam. Then got another text from VM saying equipment will arrive via courier. Checked VM account and new package was listed as being bought 30th June. I didn't call or go online to make any such order.

Had a tortuous WA chat with the VM guy constantly saying I ordered, me saying I did not, it must be a mistake their end or fraud. Eventually all he would advise was to refuse the package which will cancel the order, “if I’ve changed my mind” which I hadn't since I never made the order - something he refused to aknowledge. He said he would cancel the upgrade and it would be processed in 10 mins.

10 min later, my internet went off. Back on WA for an hour, eventually got it turned on under the original contract.

Checked my bank account, and strangely there’s a £5 DD for O2 - I’m not with O2. Call them and they can’t check since I have no account, email, number or reference. Guy suggests cancelling the DD which I do, and to call VM as the sim was likely bundled with an upgrade…

Back to VM - they say they can’t deal with O2 contracts, wouldn’t listen to the reasons, go back to them. O2 say without any reference they can’t do anything, and it’s VM. Just going in circles.

Raise a complaint with VM. I get an email back saying regarding my complaint about ‘long call wait times’ (?!), apologising, banging on about their investments in staff and infrastructure, and promising to try harder. I raise another complaint, saying I suspect my account has been compromised somehow, or they auto-upgraded me. Can they look into it? No, all they can confirm is I made the order - I asked them to prove that, call logs, text, WA chat, they just ignored it.

Then I get a email saying we need to return the equipment I refused.

Complain again, and VM replies that they cannot see an upgrade order on my account and so they consider the matter to be resolved!??! During the complaint they claimed they had a record of me calling on 30th of June but I sent them call records showing I didn’t and asked for their record, and they just ignored that and claimed it was now resolved.

Today I get a disconnection letter from O2 for a sim I don’t have, saying if I don’t pay the contract I didn't take out, they will sell the debit to a recovery firm! Call O2, since now I magically have an account number and the guy will not understand/accept the situation, keeps asking me to check my O2 phone and email for bill/reference/code to proceed, just will not listen or get what the issue is even when I point out the letter address is right street, wrong number (postie recognised my name) Eventually, by crying and yelling, get him to agree to escalate it to the Fraud Team. I've heard nothing from them.

I did get a call in March asking about an upgrade, but I hung up mid-way through the pitch when they got my name wrong, assuming it was a spam call. Not sure how or why a spammer would upgrade my account unless it was to get a e-sim and use it until I cancelled somehow, or they’re some dodgy 3rd-party-seller connected to VM? Or the call was legit and they upgraded me out of spite for hanging up? 

So my worry/question is, how do I get VM to accept or acknowledge it’s either fraudulent or some weird up-selling they did, and what can I say to the fraud team if they call to ensure this goes away and I don’t get Can’t Pay We’ll Take It Away turning up at my door/ruining my credit rating?

I’ve already threatened to go to the Ombudsman and Ofcom, and planned to before I got this letter informing me I debt collection firm will come looking for the £5 DD I never took out.

Thanks for any thoughts. The complaint emails back and forth are like arguing with a child, every point I argue they ignore and just rephrase the response.

[Cardiffman282]

You can make a formal data request for all contact (logs/recordings/transcripts) that VM attributes to you as far back as its records go via the link below. Please keep your thread updated with developments. 

[Johstuff123]

I saw your post earlier and have used your link so thanks very much for that. The thing that gets me the most is that they obviously know what they’ve done but refuse to disclose the truth. It’s the worst customer service I’ve ever experienced.

I seriously think there a class action in this 

[Zach_R]

Hi @NJWBtn,

Thank you for your post and welcome to our community forums. We're here to help.

I'm so sorry to hear that there seems to be some sort of ongoing dispute with a package change/upgrade and that you're struggling to get it addressed and resolved. Please respond to the private message that I'll be sending your way shortly and we can take a closer look from there.

Thanks,
 

[NJWBtn]

Just to update those reading this, VM asked to PM which over 24hrs consisted of 2 messages both related to security questions, why not include both sets of questions in one message to speed things up, when I chased they reminded me this wasn't a live chat - I know, there’s no one alive at VM.

VM called today to discuss, their solution was to advise I change my password!? As if that fixes everything, but does mean they're suggesting it is fraud but taking no interest in managing it.

When I *passionately* explained that was an insulting suggestion, they offered £20 compensation which I refused, then to waive a month's bill (£29 quid) as the 'maximum' they can offer and on the understanding I agree the complaint is resolved and I take it no further, I said nope, I'd rather keep the investigation open until the O2 sim/bill/debt collection issue was resolved - they said “okay but it was on O2 to resolve” that. Again, O2 claims it's on VM. O2's Fraud team was supposed to call me back before midday today, they didn't.

So I am requesting my SAR/GDPR account details and then on to the Ombudsman and Ofcom.

Beyond frustrating, it's actually insulting. They show no interest in helping, and have left me stressed about bailiffs turning up at my door. All they had to do was coordinate and cancel the contract/outstanding bill I didn’t even know I had, 2 second job on their system.

Cannot wait for my contract to end, going to be the sweetest moment when I explain why, it’ll be cathartic, although by all accounts they make leaving impossible too. My partner cancelled and the next bill date they took an entire year's contract payment out of his account claiming it was outstanding. Took 2 months of chasing, being on hold and yelling to resolve and they sent a cheque like it's the 90s. Nothing but hate for VM now - was fine before this happened, all they had to do was actually stop and look at the case instead of sending auto-replies.

[bhaskarsamani]

hope the Ombudsman can sort it out for you 

[Zach_R]

Hi @NJWBtn,

We're sorry that you didn't get responses here as quickly as you'd hoped. We would always aim to respond to assist further ASAP but I'm afraid this isn't an immediate response contact channel. If that's what you seek then we would recommend calling the team instead on 0345 454 1111 (or 150 from a Virgin Media landline).

If you would like some further assistance on this matter from us here, you're welcome to respond to the last private message sent to you so that we can proceed with the conversation.

Thanks,
 

[NJWBtn]

Zach, VM did call me, reassured me it was in hand, and offered a one month refund. Great, I thought.

Then I got an email saying there is no complaint or issue as "the package was never changed" (no mention of the O2 sim, and the package is not showing because it was cancelled, as I've explained twice) and so the issue is resolved. Honestly, you're beyond terrible. Sending everything including links to this 'support' to the Ombudsman. You can't get away with this.

[Johstuff123]

Hi NJWBtn

I’m still to try the financial ombudsman but can confirm that the coms ombudsman were just another slightly longer winded version of this lot. Asked for info and evidence then told me contradictory findings and that there was no case to answer then do I accept their findings. Case closed. I find it incredible that they have no interest whatsoever in sorting out the issues they have caused even when there is no cost to them. They seem to actually want to wind the situation up then bully you into submission.

I’m waiting on my SAR so I can see the small print for myself. I’m then going to citizens advice, my MP and my lawyer. They cannot be allowed to treat people like this. It’s so wrong!

i’ll be dropping in here to update my situ and see how others are doing so hope you can do the same.

There must be hundreds if not thousands of us

[NJWBtn]

Thats outragous, thank you for the heads up. I will try with them, if nothing else to show I used the process. I just want the O2 bill removed, it causing me huge anxiety to get a debt collection letter out of nowhere and to have both O2 and Vm indifferent. I'll try ofcom too as this could be a case of 'slamming' if it isn't fraud/id theft.