I don’t know where to begin. To make a very long story short, my O2 account was hacked by fraudsters on Christmas Day 2023. From within my account they were able to request an eSIM and then transferred my phone number to their own. They also requested a new contract. I woke up on Boxing Day to no working phone and alerted O2 straight away. I was told everything would be resolved that day. I contacted them daily for 2 months with the bar constantly being moved for when this would be resolved. After a month, despite contacting daily, I found out the fraud investigation had been closed the same day it had opened so nothing had been done for an entire month. It is now September 2024, nearly 9 months later and the issue has still not been resolved. I have spent endless hours on the phone and live chat to resolve this. I have never received a single response from O2’s complaint department despite numerous attempts and cases raised. The case was escalated to the ombudsman in April 2024. I was offered a pittance of a gesture of goodwill but by this time I wanted it resolved. After being sent to debt collectors for a bill for a service I hadn’t had access to since Christmas Day, I contacted O2 again. I found out they had only investigated the new contract and hadn’t investigated anything to do with me having no access to my number and this being taken over by fraudsters. It was only after 2 months when I realised what had happened that I told O2 to bar my account. By this time the fraudsters had gained access to all my accounts, including bank accounts, as they could receive the variation code to my phone number required to change my password. O2’s negligence at me raising fraud to them and them doing nothing to protect my account is beyond alarming. By this point I had of course taken out a new contract with a different company as I had been 5 months without access to my own phone number. Now 9 months later and still nothing has been done to resolve the fraud on my account. I still am being billed for a service I haven’t had access to for 9 months, which has affected my credit score significantly after I was told by O2’s finance team to cancel my direct debit as it was the only way their system could stop taking payment which they agreed I shouldn’t be paying. I refuse to pay them as I know I will never see a refund for this.