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Original poster

Help with Fraud! No idea what to do?

46 replies

LatenightSleeper · 08/05/2020 07:17

I woke up this morning to 3 emails from Next saying thanks for my order - 2 are due to be delivered to my house and one to somewhere I don’t know in London (naturally the one in London is expensive).

I tried to log in to the Next website to double check but couldn’t get it. When I searched my emails again, I have a ‘thank you for changing your email address - you will not be contacted on that one’ type email.

So someone has hacked my account, sent things to me to look legit, sent themselves some things and changed my details. Who knows what else they may have ordered over night once the email address change went through.

Phone lines only open 10 onwards on a Friday, and no idea if that includes today as a bank holiday. Not open at the weekend. Emails replied to in a week. I’m really panicking - what should I do?

It’s a credit account for reference and I’ve been meaning to close it for a while as I never use it.

OP posts:
Someaddedsugar · 08/05/2020 07:20

Have you tried social media - it’s often responded to quicker than traditional comms channels?

Rocketpants50 · 08/05/2020 07:21

Phone your fraud department for your bank, they will help put a block on your account.

Sexnotgender · 08/05/2020 07:22

Phone your fraud department for your bank, they will help put a block on your account.

Why? It’s nothing to do with her bank.

Rocketpants50 · 08/05/2020 07:24

Realise now it is a credit account, we had something similar and bank were fantastic and stopped all transactions.

Original poster
LatenightSleeper · 08/05/2020 07:24

Sorry, I meant it’s a Next credit account, so they need to be my contact.

I have tried a message on Facebook and twitter but again, due to the situation and bank holiday I don’t know if they will get back to me today.

Apparently I’m personally expecting 2 orders today - a dress and a teddy bear Confused. Their order says 3-5 days so they might not get it yet (if that’s even the only one).

OP posts:
NewHorizons2020 · 08/05/2020 07:25

If its paid with credit card call them and speak to their fraud department. Your card needs to be blocked and they can advise you on what steps to take with Next.

NewHorizons2020 · 08/05/2020 07:26

I didnt realise it was a credit account - call the bank asap !

Pika09 · 08/05/2020 07:28

First of all, you need to change the passwords for everything.

KatherineJaneway · 08/05/2020 07:31

Change any accounts with the same or similar passwords. I had one set of email and password stolen from a company and the thieves tried to log into lots of accounts such as social media, Uber, Netflix etc with those details.

Original poster
LatenightSleeper · 08/05/2020 07:37

Well I’ve changed my email password - I can see any activity on the email site and it doesn’t look like anyone logged in to my emails over night - so how in the world did the change the email address without me getting a ‘verify’ type thing sent?

Does that mean with next all you need is a customer number and a password and you can change all the details?

OP posts:
Original poster
LatenightSleeper · 08/05/2020 07:38

I’m going to have to a bit of a long day thinking about accounts with similar passwords. I don’t use anything like that password anymore so it will be accounts set up 1-2 years ago + Sad

OP posts:
Original poster
LatenightSleeper · 08/05/2020 07:41

I could partially get into the account with my customer number, which I luckily have and my date of birth.

All I can access is the ‘payment’ section - it says I have £146 on my balance which is less than all the total orders - but I’m not sure if that means a previous order had been made that I hadn’t picked up on and these new ones haven’t been debited onto the account.

Luckily I can see that I have no bank card attached to it in the payment account as it’s asking me to add one.

OP posts:
Original poster
LatenightSleeper · 08/05/2020 07:43

I get this message on the site, which means all they need is the customer number and date of birth to access my account and place an order.

Help with Fraud! No idea what to do?
OP posts:
Original poster
LatenightSleeper · 08/05/2020 07:45

Oh God, I’ve just checked my text messages and I have all of these too

Help with Fraud! No idea what to do?
OP posts:
Isleepinahedgefund · 08/05/2020 07:49

Call the number and it will tell you when they are open. You need to speak to them as the text messages instruct you.

Original poster
LatenightSleeper · 08/05/2020 07:51

Yes, just tried. Takes you straight through the fraud dept but ‘open 10-6m Monday - Friday. I won’t know until 10 if that does or doesn’t include bank holidays.

I guess I can’t do anything else for now so I just need to breathe, have a coffee and wait

OP posts:
YorkshireMummyof1 · 08/05/2020 07:55

End of the day you didn’t make the order, and it’s not urgent it can wait. By that I mean, it won’t make it any less believable or treated differently, this happened to me and it was sorted fairly quickly.

MrsGrindah · 08/05/2020 07:57

You should always report any fraud to your bank as a precaution. My bank advised me to do this and they were brilliant when I was scammed.

TerrapinStation · 08/05/2020 08:01

Has this all happened overnight?

Next should have better fraud prevention procedures if they've sent out orders already. I have a vague memory of another thread about Next being very poor on Fraud prevention.

ZingyLime · 08/05/2020 08:02

Do you pay the account direct from your bank or by card regularly? If so your bank details will be stored by Next so you must contact your bank ASAP.

Make sure you're phoning Next from a phone that records the numbers dialled to show you have made every effort.

Use any email address you have for Next to let them know.

Put brief messages into their Insta and Facebook, some5ing along the lines " red to report a live fraud ASAP, phone lines shut. Any ideas?"

You need to demonstrate that you made every effort to contact them as soon as the fraud became apparent.

Teacher12345 · 08/05/2020 08:05

As there is no card attached then there is no significant damage yet.
Make sure you ring as soon as they open.

midgebabe · 08/05/2020 08:06

Do you use the same password for any other account...if yes change now.

Original poster
LatenightSleeper · 08/05/2020 08:13

Thank you. I’ve Facebook + tweeted them. And sent an email through the ‘contact is’ part of the website. I will call them when the lines are open - I just really hope you are open today.

I will take your advice about the bank too and call them as a precautionary.

I’m sure there probably are other accounts that use the same password but I wouldn’t know which ones.

I just can’t believe you can logon an account and place an order with only a customer number and date of birth. That’s shocking! I’m wondering if once you place an order (hence 2 apparently being sent to me), it gives you an option to just get straight into the account to change things.

And that it’s so easy to change all delivery addresses and email addresses so easily.

OP posts:
loutypips · 08/05/2020 08:21

You can also report here:
www.actionfraud.police.uk

I would report to your local police force too.

ItsAllGoingToBeFine · 08/05/2020 08:24

Op, stick your email address into

haveibeenpwned.com/

And it'll tell you if your email address has been exposed in a data breach. You can also set up an alert on your email address.

It won't help with this, but is worth doing.

Also, for the future, look into password managers so you never have to reuse passwords. Something to investigate while you wait for their phone line to open Wink