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Original poster

I've had over £500 stolen via Deliveroo

88 replies

Theconifers25 · 04/11/2016 08:25

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?

OP posts:
Tiredmumno1 · 04/11/2016 12:13

Hi OP, I don't know if it will help, but I have an email address from NatWest/RBS CEO's executive response team. I had a problem recently and just went straight to the top, they helped resolve it.

If you would like the email address PM me.

tharsheblows · 04/11/2016 12:17

One way hackers get access to your accounts is via re-used passwords. So if your email / password combination has been used anywhere else and that's been stolen along the line, everywhere else you used it is now insecure. It's easiest to use a password manager like 1Password, then you only have to remember the master password.

You can check if any of your details are out there on have I been pwned if you want to check to see if your emails in any of the dumps Troy Hunt has been given.

I realise I sound like an advert but I promise I'm not! You can report to check or just look at my previous posts if you want to get a bit bored 😄

I hope you get your money back soon!

softsand · 04/11/2016 12:22

I had the same to the tune of about £450. Luckily I was still logged in to my deliveroo account on my pc so could see what email address they'd changed mine to - I gave them the details and they refunded me all the money 2 days later.

I do think it's shocking that there's no account security emails triggered when your email address and password are changed. At the very least they should ask you to re-enter your card security code when a new delivery address is added! I don't have any complaints about how they handled my case but I definitely won't be using them again.

legotits · 04/11/2016 12:28

The bank and deliveroo know full well this is a common scam.

On dark net sites that sell these things they are ancillary items.
Xbox, PayPal, deliveroo, netflix are all around £1 each.

Call the bank.

Original poster
Theconifers25 · 04/11/2016 12:31

ive been given lots of useful info in here from you guys.
Thanks so much for the handhold aswell.

OP posts:
LIZS · 04/11/2016 12:36

As you have already arranged for the refund from deliveroo, I'd suggest negotiating a free overdraft facility from NW to enable you to honour your dd and tied you over the weekend. That way you are no worse off in the interim.

legotits · 04/11/2016 12:54

Last thing you can be arsed doing while you get the money returned Conifer but I urge you to log in to anything that is efunded and change the password.

If they know the email address and password for deliveroo they know it for all.
Everything you log into with that email and password.

It's a pain in the neck.

2kids2dogsnosense · 04/11/2016 12:56

Amazes that bank refunds take a fortnight, but when they are taking your money, the transaction happens in less than a heartbeat!

Bank is trying to shuffle off responsibility. Chase them up.

Does your local newspaper have a consumer rights page (We have a "Mr Justice")? If so - get in touch and let them take it on. It sounds like the sort of thing they would LOVE (you may have to agree to a Very Sad Face photograph).

Suttonmum1 · 04/11/2016 12:56

For everyone reading this please think long and hard about how many web sites you have payment details stored with, and consider reducing that number. There are some whose default setting is to store your card details, you actively have to uncheck the box to prevent your details being stored.

NeepNeepNeep · 04/11/2016 13:06

I'm sorry this has happened to you. Money from my account was stolen by someone via Uber and Deliveroo ( I don't have an account with either). My bank contacted me as they noticed this suspicious activity. Money was refunded immediately. I didn't have to do anything. I highly recommend Nationwide if you decide to change.

Original poster
Theconifers25 · 04/11/2016 15:38

I managed to speak to employee in the RBS Chief Executive Office and after a lot of toing and froing from her between different departments apparently Natwest can have no involvement with this as' I already have a relationship with Deliveroo' as I have ordered from them in the past. They can on ly have assisted me on this if I had never used Deliveroo before and someone fraidently set up an account. This is ridiculous!

OP posts:
legotits · 04/11/2016 15:43

If I were you Conifer I would look at involving Watchdog or You and Yours etc some shouty media.

The bank are fucking you about. Flowers

DoItTooJulia · 04/11/2016 16:01

That's ridiculous! So if it had happened with a supermarket that you use regularly, the bank wouldn't be able to help? That's a crock of shit.

Original poster
Theconifers25 · 04/11/2016 16:05

I know.
She even did a nervous laugh when she said it.
This is the end of my 'relationship' with Natwest

OP posts:
exexpat · 04/11/2016 16:11

This is why I make sure my credit card details are not stored on any websites except a handful of longstanding ones I use regularly and am pretty sure are secure. You often have to un-tick a box to make sure that your numbers are not stored, and it is easy to miss, but it really is worth checking.

It is a nuisance to have to type in long credit card numbers and expiry dates every time, but this kind of fraud is getting more common so it is not worth the risk.

Good luck with getting your money back, OP. If you don't get satisfaction from Deliveroo and the bank, you could try contacting the Guardian weekend's money problem-solving page or one of the other newspapers which does similar.

ChameleonCircuit · 04/11/2016 16:13

I recommend First Direct. I've never had a problem with them in over 20 years.

I hope whoever scammed you gets a horrible case of pubic lice and a sudden inability to scratch. Grin

Oblomov16 · 04/11/2016 16:31

This is a disgrace.
Are you sure you don't want to ring NatWest, right now? And give them one last chance to sort this.
Ask to speak to Manager and ask him to be held accountable for his response.

LyndaNotLinda · 04/11/2016 16:41

Twice I've had people using my first direct account to fraudulently buy stuff online. Both times, the entire amount was refunded in full immediately and then they sorted it out internally or whatever.

In any event, I wasn't inconvenienced in any way. The way that NatWest has handled this is absolutely appalling.

Dulcimena · 04/11/2016 16:50

OP, this might be helpful - your bank are fobbing you off.

www.fca.org.uk/consumers/unauthorised-payments-account

Original poster
Theconifers25 · 04/11/2016 17:00

dulcimena thats what i quoted to her and as had an email address offered to send her a copy of. she said no thanks i can look it up myself...

She then later came back with the BS of that only applies if i dont have a relationship with Deliveroo

OP posts:
Dulcimena · 04/11/2016 17:06

Sorry, OP, I missed that - I am livid on your behalf. This kind of thing drives me nuts. Absolutely ridiculous that you're out of pocket by £500 and your bank are doing nothing! Complain to the FCA? Really hope Deliveroo come through for you in the meantime.

Monkeyinshoes · 04/11/2016 17:18

When DH had loans fraudulently taken out with his details, the police told us the crime wasn't actually against us...it was against the loan company.

We discovered the fraud before the loan company had paid any money however, if they had loaned the money they're the ones that'd would lose it when the fraudster defaulted. Due to that, the police said they were the victim.

So, providing Deliveroo refund you, they become the actual victim as they've lost money. NatWest won't want to refund, unless you struggle with deliveroo, because they then become the victim who's lost the money.

So unfortunately it seems you become piggy in the middle between two companies when you've done nothing wrong Angry

What we were told to do was report to Action Fraud (you can do this online) and this gives you a crime reference number. You can then give this number to deliveroo, which hopefully will make them take you more seriously and get the refund through asap.

Tiredmumno1 · 04/11/2016 17:31

Really sorry to hear that didn't help, I really thought you'd get somewhere.

NeepNeepNeep · 04/11/2016 20:15

It's a good point SuttonMum Also good to remember your details can be taken in other ways. My case seems to have been details stolen in a dodgy cash machine or possibly a shop. I do always cover my pin though. Bit of a mystery.

RockinHippy · 04/11/2016 20:31

Exactly this happened to a friend of ours last week!! Again stuff purchased in London via Deliveroo & she doesn't live there - her bank did refund pdq though - really sorry your bank is so rubbish :(

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