Fraud committed, zero help from customer service

I was a victim of fraud in March 2015, the fraudster took out a Sunny payday loan using most of my information but also some incorrect information. I rang Sunny the same day to explain that this was incorrect, to be told "well why would someone committing fraud put money into your account?"… simple… They were spending MY money and ran out, if they put it straight into their account they would either be caught, end up with an expensive payday loan or as with me, have their credit score affected!

Three weeks after the initial phone call and where I was told someone would look into this and get back to me, plus submitting a formal complaint using their complaints procedure, I had heard nothing. I rang again and again and again. I spoke to someone else who said the Compliance team were dealing with it, however they wouldn't speak to me at that time, but I was promised I would receive a phone call from them within 24hrs. That never happened either.

Eventually after contacting the Ombudsman and speaking to them over another four weeks, they sent a letter to which they responded. Within this response I was told I must allow them 8 weeks to look into this complaint. It had already been 8 weeks since the first complaint that was ignored!

They still have not been able to explain to me how it was so easy for a fraudster to take out a Payday loan in my name, after all to get a phone contract you need to enter your last three years of addresses!

The whole process has been incredibly stressful, especially considering the adverse credit information nearly stopped our mortgage completing three days before completion! Customer service needs a serious uplift.