Identity Theft Fraud

@o2_Manuela @o2_Giulia I also have an exactly same incidence from Yesterday, Saturday 19:30 hours. I received text messages of change of address, contact number and email address and then a phone was ordered from my account, to some address in other city. I have reported it to the police today and changed my details and passwords in myO2 app. It appears that the phone is still not shipped and it would be very helpful to get your help in these regards.

Please help me with this!

I will contact O2 customer care tomorrow morning as it is Sunday today.

Thank you so much!

Hello @Helpneeded 

It's good that you've already been to the police and reported it.

Here are other steps you should take.
  To-do list for hacked accounts

take screenshots of any unwanted changes
change your access data for myO2 / O2App
check your email address and contact information
call the O2 hotline and inform them
if a hardware shipment can no longer be stopped, see whether you can request a return from DHL or whether it can be redirected to a branch.
File a complaint -> Online criminal complaint https://online-strafanzeige.de/
Please make a written doubt about the contract so that you also have something in writing. I would do this by registered mail. https://static2.o9.de/resource/blob/716104/f96cd395c590a5aa336f00458a36c3a4/tef_information_vertragsanzweilung-pdf-download-data.pdf

And change your personal customer code PKK. https://static2.o9.de/resource/blob/371810/2647479bbb5bdc3d59cd66259a90f677/pkk-aendern-download-data.pdf

, possibly also possible with the hotline
Reset all passwords, including those for your mail accounts, online banking, etc., and check stored addresses and mail contacts to see if there have been any changes there.
Use the Identity Leak Checker (https://sec.hpi.de/ilc/) by entering the e-mail address you can also check whether other data has been lost.
You can also use the contact form to send information to O2.

https://www.o2online.de/service/kontaktformular/

I wish you success

Hello @Helpneeded 

It's good that you've already been to the police and reported it.

Here are other steps you should take.
  To-do list for hacked accounts

take screenshots of any unwanted changes
change your access data for myO2 / O2App
check your email address and contact information
call the O2 hotline and inform them
if a hardware shipment can no longer be stopped, see whether you can request a return from DHL or whether it can be redirected to a branch.
File a complaint -> Online criminal complaint https://online-strafanzeige.de/
Please make a written doubt about the contract so that you also have something in writing. I would do this by registered mail. https://static2.o9.de/resource/blob/716104/f96cd395c590a5aa336f00458a36c3a4/tef_information_vertragsanzweilung-pdf-download-data.pdf

And change your personal customer code PKK. https://static2.o9.de/resource/blob/371810/2647479bbb5bdc3d59cd66259a90f677/pkk-aendern-download-data.pdf

, possibly also possible with the hotline
Reset all passwords, including those for your mail accounts, online banking, etc., and check stored addresses and mail contacts to see if there have been any changes there.
Use the Identity Leak Checker (https://sec.hpi.de/ilc/) by entering the e-mail address you can also check whether other data has been lost.
You can also use the contact form to send information to O2.

https://www.o2online.de/service/kontaktformular/

I wish you success

Dear @0179LoopUP 

Thank you so much for the detailed instructions. I plan to call them first thing in the morning and will also send these details now to them. I really hope to get in touch with an O2 moderator who can help me with cancelling the order.

Interestingly, I also received an email right now that someone changed the tarrif of my sim. I don’t know how is this possible.

Maybe you're lucky and an o2 moderator will stop by here today.

Don't worry, we will support you.

Thank you so much! This is really helpful.

Hello @Helpneeded thanks for informing us here within the community. 
@0179LoopUP was able to give you some good advices. 

Please report directly your concern to the police.
Afterwards, please report the complaint and your concerns to the customer service using the form for 
contract dispute . 

What kind of mobile phone and contract were ordered in your name? Please tell us the name of the tariff and the model of the mobile phone. 
We can then see if we can stop the shipment. 

Best regards 
Michael

Dear @o2_Micha 

Thank you so much for getting back fast.

An Iphone 14 pro Max 512 GB was ordered with a new contract of O2 Grow. In case needed the order number is WSHW****.

I am really greatful for this help.

Also where should I submit the contract dispute form? Please let me know

Edit:masked personal data, 22.01.2023,15.05 Uhr, o2_Micha

You can find the form for contract doubts here

Dokument

please send it by registered mail to the following address

Telefónica Germany GmbH & Co. OHG Contract doubts
90345 Nuremberg

Dear @0179LoopUP,

Is it possible to send it online? by email or to moderators?

I think that can only be done in writing by post. But let's wait for the answer from the o2 moderator.

@Helpneeded ,
the order itself could not be stopped. Sorry.

If the phone is delivered to your address, please refuse or return it.

Otherwise, please make a report to the police and use the linked form from my previous post. 

Please avoid posting personal details in a public forum. 

Kind regards
Michael

Dear @o2_Micha 

Really grateful for your reply. The order is going to another address provided by the fraud. And in the portal it shows that order is in progress. So can anything be done as in other cases in forum it was stopped from delivery or something.

Please it would be very helpful if it could be done.

Also is there any online medium to send the contract fraud document you mentioned.

@Helpneeded 

If the status is processing, you can unfortunately no longer stop the shipment. Because the package can be handed over to shipping at any moment.

But a tip if you get the shipping message from o2 then the tracking number is in this e-mail, copy this tracking number and enter it in the DHL app, and you will then see several options.

1. Desired delivery
2. Delivery to neighbor
3.Refuse Acceptance

then choose option 3 refuse acceptance, then the package will automatically go back to o2.

@Helpneeded the problem is that the order is already on the way and cant be stopped any more. I tried but i only received these information.
I have allready informed our special departement that there is something not right with this order and that you are informed to go to the police and send in your request by the linked form. 
Sending the form please per post because there is no online medium for contacting the collegues for customers. 

kindly regards
Michael

@0179LoopUP 

That’s a really great option. Thank you so much.

But I am not sure if I would receive that email as for that order, he put up some other email. And I haven’t been receiving any emails about that phone till now. But as a last option, I can keep an eye on my O2 space and maybe I can find something. As in case of other thread I refer to, @o2_Manuela was able to get the delivery details and cancel the order. I was hoping if something of that sorts can be done. @o2_Micha  it would be really helpful.

Dear @o2_Micha

I just read your text. Thank you so much for that. I will send the contract fraud form filled in first thing tomorrow morning.

Once again please let me know if you hear anything from the respective departments, or if you can help me with shipping details, that would be grateful if possible.

Thank you so much!

@Helpneeded As soon as we are hearing something we will inform you. You are welcome 😍

best regards
Michael

@Helpneeded 

Do you still have access to the o2 app? If so, you can find the tracking number there under Order.

@0179LoopUP I have access to it and I am keeping an eye on it constantly. As of now no details are available there as I can check. But I would instantly post it here for more help as I get something there.

@0179LoopUP Thank you so much for so much guidance.

Dear @0179LoopUP @o2_Micha 

I called the customer service in the morning and asked them to cancel the new contract. I have also sent the document for cancellation of the new extended contract and the contract fraud report as you mentioned to the address mentioned, along with the confirmation I received from the police complaint. In addition I also sent the document to cancel both the contracts (phone and tariff) to 

 Please let me know if I can do anything in addition to these, and in priority cancel the new contracts.

@Helpneeded Hello, yes you did everything right. You will also receive a confirmation from o2 when your documents have been received.

@0179LoopUP  That sounds great. I’ll keep an eye on that as I sent it through registered mail, so I have a tracking number. Thank you so much! 

Dear @o2_Micha @0179LoopUP 

I just checked the O2 app and it says that tracking number is generated. But it doesn’t let me see those as it asks for a OTP/code sent to email ID or phone number of the fraud, which he changed back then. Can you please help me with stopping it. Please please!

It's really annoying that you don't know the zip code. Unfortunately, you can no longer reach anyone at o2 until tomorrow morning from 8 a.m. again. You tried everything you could. Now o2 has to clarify the matter. Unfortunately there isn't much you can do here.