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?

Have you been to the police? Deliveroo know where the stuff was sent.

Would you consider going to the papers about it? Bit extreme, but will certainly get you noticed.

You have to do a sad face with a takeaway though.

I had over £600 spent in one weekend on my (now closed) Google Play account when it was hacked into. I reported it to the police for an incident number (or whatever it's called) and to our bank, who refunded the money in full. We managed to ascertain that some of the transactions were made using a Samsung Galaxy S3 in SE England (we're in Glasgow), but needless to say the police couldn't trace it any further than that.

Internet fraud is a massive problem now.

Push back to your bank and then raise a complaint.

Push back to your bank and then raise a complaint.

Good luck getting the Police interested - they don't seem to feel they have the time or people to investigate this kind of stuff now - hence Action Fraud.

Banks seem fairly useless too.

May BBC Radio 4 Moneybox - many banks seem to be miraculously able to respond more quickly when they hear they are going to broadcast a story..

pattimayonnaise
I just spoke with Natwest 'retail disputes'and they have told me as Deliveroo has agreed to refund they would not get involved!
argghhhhhhhhhhhhhh.
Im so stressed about all of this. I will be arranging to borrow money thoug but still...

DH made an order through Amazon for goods from one of their sellers for nearly £1000. The seller disappeared and the goods were no longer available.

The bank (NatWest) said they would raise a query with Amazon themselves, but this could take nearly a month and dh should in the meantime contact Amazon direct. He had to allow 2 days to hear from the seller and then was able to contact Amazon who refunded the money that day.

Just saying, as you're NatWest too. It seems to be their habit to get you to do what you can directly with whatever supplier, and if that fails, only then to take up arms on your behalf. It seems a sensible way to deploy their resources, as often queries can dealt with more quickly that way.

I think Twitter's the way to go, though. Deliveroo really ought to be able to refund you immediately; not good.

God that's awful. This is a good reminder to all of us to not allow companies to store our cars details. If instead we enter our details manually each time, it will reduce the risk. Bastards thieves and crap companies.

In the first instance on Wednesday I called through to Natwest Fraud team. They were the ones who said only come to us if deliveroo wont help.
This morning i called the generic customer services number who said they would put me through to retail disputes to see if i could get my money any quicker. Retial disputes then said they wouldnt get involved.

I dont have a twitteer account sadly but will look to see if i can create one.
This is so small and insiginificant to both Natwest and Deliveroo but has a massive effect on the individual

We've had a terrible experience with fraud and NatWest. To the tune of £10k. They handled it apallingly and it turned out it was a member of their staff that had taken the money.

They have form for hanfiling this like this terribly we found out.

Move banks and tell them why.

I hope you get everything sorted ASAP. It's stressful

My debit card was used for a load of internet shopping including a Tesco shop that was delivered to an address in London - but I never found it if it was prosecuted. I now use a credit card for online purchasing (i only ever used ebay or amazon marketplace so clearly thats where the fraudsters got my details) but to be fair, Lloyds were amazing and the whole lot was back in my account within 48 hours and the paperwork dealt with later. It is very poor of the bank not to deal with it as they authorised the transactions surely? But do take to social media, I had a problem with an insurance claim for my dog and posted on their FB page, I was phoned within hours and the claim paid out within 48 hours.

Thanks everyone, I feel quite alone and pathetic in all of this. Its good to know (if thats the right word?) others have been through it.
MN rocks!

No - this isn't a "retail dispute", it's an unauthorised transaction. Your bank should refund immediately. Push back!

retial dispute is just the depts name i guess.
in the telephone menu they definaltey said that dept deals with unathorised transactions.
i was careful to use that turn of phrase when i was speaking to the advisor aswell.
she was adamant that now the retailer had taken responsibility and agreed refund they wouldnt step in

((((((((((Hugs))))))))))) OP.

I'm afraid unless you've got a serious Twitter following that won't really do you any good - their social media monitoring system will give every person a score based on influence, the more you have, the more desperate they are to solve things. It doesn't sound like you have much social influence, so you'll be right at the back of any queue (after you've had the standard robot response).

Facebook is a much more effective route to take, write on their wall and comment on any posts - that way you're as visible as anyone else - regardless of followers!

I really wouldn't be mad at Deliveroo though - at the end of the day, both of you have been victims of fraud. Sure, they want to solve that, but their first interest, as it is by law, is protecting the business - so they have processes to follow.

The bank on the other hand probably promises fraud prevention and pretection - so I'd be kicking off with them!

That's awful OP and both Deliveroo and NatWest have dealt with it really poorly. My son had his Amazon account hacked into a couple of weeks ago and Lloyds were brilliant. It took a long time on the phone but the money was refunded in full (£150) within 48 hours. Amazon on the other hand, were shit. You should definitely complain to NatWest and any charges you incur, you must ask for a refund.

Hi this happened to me with deliveroo , I did a live chat with them and they were not helpful. My bank refunded the money straight away. Will not use deliveroo again!!!

Im mad at Natwest and am going to change banks. But sonders, why shouldnt i be mad at deliveroo aswell?. My email address, first name and home address were changed by the fraudsters on my account and Deliveroor did not inform me. Surely this is a really basis secutiry measure they should have in place as other websites do?
Had this been in place not as many transactions would have gone through and not as a siginificant amount of money would have gone through as has been allowed over the course over several transactions and I wouldnt be in such dire straights.
My anger towards deliveroo is also the lack of contact they made in the advised timescales they gace and that I had to chase it.

Thanks for the tip about facebook though. Im going to try that I think

OP, it sounds like the thief knew exactly what they were doing - ordering items that could be resold easily through a third party - it's not a standard scam. If you reuse passwords or have one that isn't secure, they can get into your account pretty easily.

I agree though, you should have received one of those 'your email address has recently been changed' emails. That bit you can take out on Deliveroo ;)

I don't think you can be mad though for the delay in refunding you because by investigating and following a process, they are protecting their business which they are obliged to do.

So yeah, Deliveroo had a gap in their security, but Natwest are the ones who should ensure you don't feel a penalty from card fraud.

Good luck on Facebook - I used to look after a channel for a massive global brand, when someone is ruining the campaign they've worked on for months the social media manager is always eager to get the complaint resolved quickly!

The EXACT same thing happened to me this time last week! Someone used my Deliveroo account to order premium brandy and whisky from Shoreditch to their home. I live in Kent so it was obviously not my order.

I only became aware as a message from Deliveroo pinged up on my phone to tell my the rider was a few minutes away. I was on the phone to them straight away, and I have to agree, their customer service was AWFUL. They couldn't find my account - like you, it turned out the fraudster had changed my email address slightly by adding a '1' and changed my forename. I guess this was to make it harder for Deliveroo to locate my details, giving the fraudster those extra few vital minutes to get their goods.

Fortunately, the Deliveroo rider suspected there was something not right with the order (apparently it is very common for hackers to start with booze, not food, orders to check the account is valid) and so he returned to the store with the bottles and cancelled the order so no money was taken from me. However, both my husband and I, who both have cards linked to my Deliveroo account have cancelled them to be safe and cancelled the Deliveroo account too.

It's hugely stressful and I sympathise - it seems to happening all over the place, particularly with Deliveroo, see www.thesun.co.uk/living/2070424/deliveroo-customers-hacked-and-money-stolen-from-their-bank-accounts/ as an example. My advice would be to cancel your Deliveroo account anyone who has one, the risk just isn't worth it...

BTW - even though there was an address given for the order, apparently police can't investigate whoever lives there as the fraudsters simply wait outside for the rider to get there. Makes my blood boil!

Yes AnnieMated1! Shoreditch is where the grey goose vodka was being purchased from!
Im glad you had such a lucky escape and a delivery guy who was on the ball.

Thanks
for the Sun link, I had no idea this was such a massive issue for Deliveroo.

Ive cancelled everything with them.
Dont have the faith to use them again.

Note to self to continue not to use deliveroo or uber or facebook and touch and pay and continue to pay in cash wherever as possible......

I don't agree banks always hav a duty to refund. Sometimes it is someone else's fault although of course pressure them and deliveroo to give a refund.

I had a similar problem with Paypal - my bank issued me a new card, refunded the money immediately, and allowed me to withdraw cash using my passport as ID until the new card arrived.