I've had over £500 stolen via Deliveroo

[Theconifers25]

Checked my bank account on Wednesday to see 4 or 5 transactions to deliveroo for large amounts in last few days. I have not made these orders and can see someone has assumingly hacked my deliveroo account and have made various orders for grey goose vodka (and other things )in shops in London. I don't live in london! They have altered my first name on my account and slightly altered my email address. I called deliveroo upon noticing straight away. The customer advisor was very nice and told me not to worry the money would be refunded and someone senior would call me. So far I've had neither a call or refund and we're getting on for 48hrs now.
This has caused me financial hardship as big amount.

Has anyone else had this happen in the last few days?

[Theconifers25]

Sorry meant to post in chat. Could it be moved there please?

[kimlo]

you need to ring your bank.

When this happened to me they extended my overdraft so I could get done money and gave me it all back with in a couple of days.

[EsmeCordelia]

I had similar but they were Uber charges. I contacted my bank, filled outhe several forms and it was all refunded

[LIZS]

Action fraud?

[LeopardPrintSocks1]

Just call your bank and you'll get it back.

[whirlwinds]

As Kimlo said, call the bank and see what they can do to help the situation.

[Theconifers25]

Argh! I called the bank fraud line and they said deliveroo! I'm really stressed about this and am not in the mood for a game of pass the buck ping pong with bank and deliveroo. I'm going to chase deliveroo again . Will let you know what happens.

[RockNRollNerd]

Call your bank and report the transactions as fradulent. Also consider closing your Deliveroo account - that's appalling security on their part - any changes made to eg an email address should be sent to the original email address on the account as well (like eg LinkedIn do). It's a basic control which is surprisingly effective at this preventing this kind of thing. I've done quite a lot of work in online security and I wouldn't go near a company that doesn't have this kind of measure in place as if they don't understand about those basic controls I would assume they have pretty crap security all round.

[pattimayonnaise]

I work in banking and if you call the bank up and state that you have had unauthorised transactions on your bank account (don't mention fraud as it can end up going down a whole other route) then the law is that they should refund you immediately and investigate later. This was brought in under the payment services directive and was transposed into law by the FCA.
The only way they can refuse really is if they believe that you gave your details away to someone else which you haven't. Id call the bank again if Deliveroo are being useless and threaten them with the ombudsman. Here's a link to help: www.fca.org.uk/consumers/unauthorised-payments-account

This differs slightly for credit cards so I hope it's a debit!

[PlumsGalore]

this ^ (pattimyonnaise)

[ohtheholidays]

I'd ring deliveroo back and tell them your calling the Police if they don't sort it out straight away!

That's awful,what is wrong with some people,they could do that to someone and that poor person could end up being late paying rent and they're landlord could kick off,or it could stop a parent from being able to put gas and electric on,feed they're child.

I had nearly £300 stolen once and we have 5DC and 2 of our DC and myself are disabled,the little shit who stole from me online used the money to play x box live in America,I'm in the UK.
I did get the money back and they informed me that they'd got the man who'd stole from my account and the others he was doing it with and they were being charged by the Police over there,they'd been doing it for a few years but got sloppy and got caught.

I hope they find who's stolen from you and prosecute them.

[MuseumOfCurry]

Which half-assed bank is this? You tell them they are unauthorised, they refund it.

Did they use your pin, or was this all online?

[Theconifers25]

Thanks everyone. Natwest is the bank, when I reported it they advised they had made a note but to pursue refund via deliveroo and only come back to them for help if deliveroo don't refund?

I just called deliveroo, firstly they couldn't find a record of my request 2 days ago, then they could. They said they would issue the refund today but could take 5-10 working days to be refunded. I'm ashamed to say at that point I burst out crying. This really causes my finances to go haywire and the stress of it is really getting to me. I managed to speak to the contact center manager and whilst he sympathized there was nothing he could do to push this through faster☹️️
Suggested I call my bank etc for emergency funds which I will do.
I also voiced my dissatisfaction with the lack of contact/ apology to something that will have a massive impact on me but they clearly couldn't care less. He advised he was happy to go through the results of the investigation with me. I advised him I wasn't interested in this tbh and just want a refund asap and to never have to deal with deliveroo again!

[Theconifers25]

It was all on line museumofcurry

[Theconifers25]

Ohtheholidays, yes this is going to disrupt at least one direct debit for me. I'm not angry as such at the thief as this type of thing will always go on I'm angry at deliveroo and their weak security measures and lack of customer care

[Footle]

I believe Twitter is the most effective way to publicise this sort of awful customer service, if shaming the company would be helpful.

[Theconifers25]

I will consider that, do you think that will help get my money back quicker?

[Veggiesupremeextracheese]

Yes I think it would!

[MilkTwoSugarsThanks]

I hope the bank have stopped your card and arranged for a new one to be sent! That's the very first thing they should do when you report fraud surely? Should be easyish for the bank to prosecute too as Deliveroo have clearly been delivering to an address.

[aforestgrewandgrew]

Why are you not calling the bank back? They have fobbed you off, but the law is they should refund you then investigate as outlined above.

Follow pattimayonnaise's advice then hopefully you should get some results. If not, then try Twitter etc.

[Minnie747]

Yes Twitter is a strong tool, has helped in the past for me. Good luck.

[ToujeoQueen]

Surely this is a crime? Get advice from the Police.

[Theconifers25]

Thanks everyone.
I asked to cancel my debit card with the bank immediatley and they will send me a new one, which in itself is anothert incovonvince being without my debit card.

I havent called the bank back again re issuing a refund as deliveroo have actioned/agreedd the request, albeit it will take a dyas which is time I do not have.
I am going to call the bank re arranging an overraft extension.
I will ask the bank if there is anything they can do to the quicken the refund process.

[HarrietSchulenberg]

Twitter is not always an effective means of pressure. When Mazuma Mobile refused to return the (my) mobile phone that my 15 year old sent them, despite being given a) proof of my ownership and b) proof that he was underage, my tweets seemed to join a long line of similar grumbles that was completely ignored.

[Hoppinggreen]

I really think that the banks fraud team should be dealing with this rather than Deliveroo.
This isn't just some admin error by deliberoo it's deliberate fraud and needs to be investigated, it should be pretty easy to find out who's responsible as presumably their address was delivered to. I would be demanding an investigation by the bank as just getting your money back isn't enough, it could happen again.