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Someone made new contract using my Name and bank account and ordered a Phone (Samsung Galaxy S24 Ultra). This order has already been delivered on 09th March 2024 and the initial amount has been booked in April. I have already filed a online complaint to police as I am not in Germany and will be able to visit there after 1 month.

I have also called customer hotline service and they removed the auto-transfer from my new contract.

I can see no data of new contract in my Mein O2 app.

How can I proceed with the investigation and how can I initiate the refund process.

 

Thank you

Hello @User678910,

welcome to our o2 community 🙂

That is unfortunate, that a mobile phone has been ordered under your name and payment is deducted from your account. I have looked with your name und date of birth but have not been shown a my Handy contract in our system.

Did you already sent a form reporting the identity theft to us?

Best Regards,

Gerrit

Hello @o2_Gerrit,

 

I will send it today as I came to know about the process yesterday evening. I will be sending all the supporting documents along with.

 

Thank you

Hello @User678910,

the colleagues from our responsible department will get back to you as soon as possible.

Please keep us here also updated, if you like 🙂

Best Regards,

Gerrit

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