William, 20 Feb. 2025 , 03:47pm
Hello. I’ve just seen I’m still being charged for something I’ve never done, this needs to be sorted out immediately!

O2 Virtual Assistant, 20 Feb. 2025 , 03:47pm
Thanks for messaging with O2.
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O2 Virtual Assistant, 20 Feb. 2025 , 03:47pm
Before we start, I’ll just need your mobile number.  
  
Please make sure you type it without any spaces.
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William, 20 Feb. 2025 , 03:48pm
The number that comes up is saying 07783689052

O2 Virtual Assistant, 20 Feb. 2025 , 03:48pm
Hmm...I don't recognise that mobile number.  
  
Can you try typing it again in a 07123456789 format with no spaces please?
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William, 20 Feb. 2025 , 03:48pm
07783689052

O2 Virtual Assistant, 20 Feb. 2025 , 03:48pm
[Rich Content]
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William, 20 Feb. 2025 , 03:49pm
Something Else ❔

O2 Virtual Assistant, 20 Feb. 2025 , 03:49pm
[Rich Content]
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William, 20 Feb. 2025 , 03:49pm
Something Else ❔

O2 Virtual Assistant, 20 Feb. 2025 , 03:49pm
[Rich Content]
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William, 20 Feb. 2025 , 03:49pm
Pay Monthly

O2 Virtual Assistant, 20 Feb. 2025 , 03:49pm
I'll just check if we have an expert available to help.  
  
Please be aware you may need to answer a few questions to help us identify you.
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William, 20 Feb. 2025 , 03:49pm
Hello. I’ve just seen I’m still being charged for something I’ve never done, this needs to be sorted out immediately!

O2 Virtual Assistant, 20 Feb. 2025 , 03:49pm
Thanks 👍- give me a second whilst I check your details.
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O2 Virtual Assistant, 20 Feb. 2025 , 03:49pm
[Rich Content]
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William, 20 Feb. 2025 , 03:49pm
Report Fraud

O2 Virtual Assistant, 20 Feb. 2025 , 03:49pm
Thanks! 🙏
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O2 Virtual Assistant, 20 Feb. 2025 , 03:49pm
Please can you confirm your full Name
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William, 20 Feb. 2025 , 03:50pm
William Barnett

O2 Virtual Assistant, 20 Feb. 2025 , 03:50pm
Great, please can you confirm that you are the Account Holder whose name is associated with this My O2 Account?
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William, 20 Feb. 2025 , 03:50pm
Yes

O2 Virtual Assistant, 20 Feb. 2025 , 03:50pm
We’ve got all your details & saved everything you've told us, so what happens next? 🤔  
  
Your conversation is now in our queue 💻 & you’ll be allocated one of our agents in around 30-40 minutes so there’s no need to call us 🤳  
  
Once we have an agent with you 🙋‍♀️they will read your conversation & reply in under 10 minutes. Your phone 📱 will tell you when we've replied so we can get the conversation started, we’ll be with you soon.
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Info [Automated], 20 Feb. 2025 , 03:50pm
You are now connected to Soaif Ali, who will be reviewing your conversation so far and will respond as soon as possible. Make sure your notifications are on so you don't miss our reply!  
  
But hold tight & don't worry Soaif Ali will be replying in a few minutes.
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William, 20 Feb. 2025 , 03:50pm
Hello. I’ve just seen I’m still being charged for something I’ve never done, this needs to be sorted out immediately!

William, 20 Feb. 2025 , 03:51pm
We’ve already had a talk before because I’ve told you guys how this account was made fraudulently under my name and address with my bank details. I was told it will be sorted but now I’m getting things on my bank saying to pay this which makes no sense!

Soaif Ali, 20 Feb. 2025 , 03:56pm
Hi William, and good afternoon! I appreciate you contacting O2. My apologies for the wait.  
  
I'm see that you have been charged a late payment fee of £6.00  
It is only applied when the payment is extended.  
  
Also, if I am correct, you have not setup this account of your own, right?
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William, 20 Feb. 2025 , 04:01pm
Yes it was made fraudulently

William, 20 Feb. 2025 , 04:01pm
I never took out any phone and I have no need to have an o2 account

Soaif Ali, 20 Feb. 2025 , 04:05pm
I understand that. Thanks for confirming.  
  
Just to confirm, you had a Virgin contract recently, right?  
Do you currently have the phone, Apple iPhone 16 Pro Max 512GB?  
  
I just wanted to kindly let you know that this isn't a real-time chat service. Please feel free to go about your day as usual. You'll receive a notification on your phone whenever I respond, so you can pick up the chat at your convenience.
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William, 20 Feb. 2025 , 04:07pm
No. I haven’t taken any phone out that’s what I’m saying!

William, 20 Feb. 2025 , 04:08pm
This happened with you guys, ee, three and vodaphone and my all these places and my bank have already cancelled this and determined its fraud but for some reason you guys don’t want to even sort this out

William, 20 Feb. 2025 , 04:08pm
And I don’t know what a virgin contract is

Soaif Ali, 20 Feb. 2025 , 04:18pm
Thank you for your patience, William. I completely understand how frustrating this situation must be for you, especially with all the hassle you’ve been through regarding this fraudulent activity. I’m really sorry to hear that!  
  
Let me raise a fraud ticket again with all the additional details you’ve provided. This will ensure that our fraud team looks into your case thoroughly and takes the necessary action to resolve it.  
  
Please stay connected.  
  
I just wanted to kindly let you know that this isn't a real-time chat service. Please feel free to go about your day as usual. You'll receive a notification on your phone whenever I respond, so you can pick up the chat at your convenience.
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William, 20 Feb. 2025 , 04:19pm
Alright

Act as Soaif Ali and suggest the next best response saying, using the above data, draft a general message to write to our fraud team. Response should be acknowledging and empathetic