My dad has been a victim of identity fraud. He received a phone that was taken out in his name & address but hasn’t done it himself. Spoke to O2 5 times to talk to the fraud team but no one has gotten back to him & now they are sending threatening letters for payment! #fraud @O2

@beckyjfletcher We're sorry to hear that Becky, what's the latest your dad's been advised on this? Does he already have an account with us? Let us know: twitter.com/messages/compo…

@O2 He’s not currently with you (but I am and have been for years). He’s called customer service 5 times they say the fraud team aren’t working due to COVID but someone will get back to him. I would appreciate your help as I worry for his health with the stress.

@beckyjfletcher Okay, do you know when this matter was initially raised with the Fraud Team? The team are working and would be in touch with your dad within 10 working days.

@O2 He first reported the identity fraud on the 1st or 2nd February so definitely over the 10 working days.

@beckyjfletcher We're sorry to hear that, and we appreciate how worrying this must be for your dad, Becky. In order for us to chase this with the Fraud Team, can your dad message us from his own social media account if he has one? He'd just need to use your name as the reference. twitter.com/messages/compo…

@O2 He doesn’t have Twitter but does have Facebook. Should he send a private message on Facebook? I appreciate your help with this as he has had some blunt people on the end of the customer service calls.

@beckyjfletcher We're sorry to hear that, and we appreciate how frustrating this must have been, Becky. In regards to the fraud, please ask your dad to message us via Facebook and we'll take a closer look into this for him.

@O2 Thank you for this. My dad has messaged you via Facebook at 22:14. I hope you can get this resolved.