Youngest daughter has been the victim of an identity fraud.
Background (short version) someone opened a bank account using a similar name (different middle name to hers) and using her address, they then used that account to make 2 fraudulent purchases in her name. They also attempted to open a second account in her name but the bank in question caught an error in that application and it was stopped.
As soon as paperwork came to her she reported it to the bank and both retailers, the bank and one retailer investigated and immediately made sure that the details weren't attached to my daughters credit file and she's received nothing more.
Now for the basis of my post, O2 have been fundamentally cr@p, despite being reported to them back in June, due to an internal
**** up it didn't get to the fraud team until mid July, and then she's since been told 3 times they are investigating and will reply in 10 days and they never do. The non payments are showing on her credit file with the main agencies and O2 have rejected correction requests made via the credit agencies. She's requested a letter of deadlock to take it to the communications ombudsman but so far they have neither provided one nor even responded to the request, as she isn't the customer we can't take it to the ombudsman without without stating she is the customer (which would seem to be a bad move!). At one point the fraud team claimed they had tried to contact her (by using, you guessed it, the phone number attached to the fraudulently obtained phone) but she's had nothing since. O2 customer services were so dumb, when they agreed for £70 compensation for the hassle in her having to keep ringing they proposed adding it as credit to the fraudulent accounts (yes really).
To add further complexity, O2, despite investigating the transaction as fraud (or at least saying they are!) have also now sold the debt on to Lowell's Debt Collection Agency.
Starting with O2, anyone have any ideas how to get them to engage as right now they are being useless, our next step is an email to the CEO (which we've found the address for).
With respect to Lowell, we have started a complaint and will take that to the CSA as their professional body, this has only just happened so early doors.