Three fails to connect

O2 blocked phone order and closed my account I placed an order for a new phone with O2, with which I have had an account since 2003.

- Anna Tims

After the handset was dispatched, a text from O2 told me it was thought to be a fraudulent order, the package was recalled mid-transit and my account was locked.

It took four days for O2 to confirm that my account would be reinstated once the handset was received.

A week after the cancelled delivery, I was informed by O2 that I had requested a change of number, and my phone line promptly stopped working. Its response to my complaint was to open a fraud ticket.

More days passed without word. I was told my complaint couldn't be escalated because I don't have an O2 account.

My nephew is in hospital, and I am a carer for my father and am no longer able to talk to them on the phone, or help manage my father's needs.