Help with Fraud! No idea what to do?

[LatenightSleeper]

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. I'd be careful ringing numbers other than on the back of your actual card. It could well be a scam and the text phone number may well be a part of it.

I had exactly the same thing happen yesterday with a Studio account - ordered themselves a lovely £390 phone to an address at the other end of the country to me. You need to get into Action Fraud now - if you would like the number PM me and I will send you it, the guy I spoke to was very helpful.

Take note of the London address as well, just so you have it to give to police or anyone that may need to get involved

There are a few other people on twitter saying the same thing has happened to them. I expect as the day goes on it will be a lot more people. The same thing happened to Studio customers this week as well and it was in the thousands.

@ItsAllGoingToBeFine I just looked at that site, very helpful 👍.

If you’re struggling with the phone lines, the Next Twitter account advises to contact [email protected] with any fraud related issues. Hope they can get it sorted quickly for you!

This is all very stressful. I think I go have a shower, get myself together and tackle this once I’ve had a chance to calm down as I’m getting myself into a bit of a panic now.

I looked at that website too, by the way. It said ‘pwned on 15 breached websites and no pastes’ - what does that mean?

Thanks for the email address. I’ve contacted them that way too. Now time to breathe before the phone lines open!

Oh my goodness. Just phone your back love. I am literally on my second call to barclays this morning. I literally went into my PayPal laatbight and found out a company that my husband had dealings with last year for a 1 off payment decided to set up a direct debit in paypal to my card. And yet it was way last year when we did the one off payment. So 40 plus quid came out which was going to go towards the broadband bill. I then phoned barclays last night and was on hold for 2 hours almost listening to the same 3 songs they play over and over again. Someone answered then hung up . I was furious but hubby said just leave it till tomorrow. Rang again today and spoke with some young chap who was literally trying to be helpful, but I felt like I got nowhere. Tried to ring PayPal they are not available, after being on hold for ages. I mean it's just a joke. I am on hold again and been told its queue times of upto 1 hour or more because of covid19. It's all a pain in the neck.

I had fraud in my account also about a month ago. Some pigs in high wycombe ordered dominos on my account and also tried to shop with a kids shoe store online . I was able to claim the money back as fraud as long as I cancelled my card. However this one is really stupid because its pending the bank cant so anything until it is my account. So I dont know what to do. Hoping to be out through to someone who will help me rather than say wait 22 days for it to be in your account and then we might.....blah blah blah. I think going down the fraud way night help me . It might be the right resolution for you too, depending who you bank with. Hope it all works out for you and hope not too much money was taken :)

Sorry to hear this has happened, sounds awful. I’d highly recommend setting up 2 factor authentication on your email account if you can, will add another layer of security. Hope you get it sorted soon.

I've had this with amazon this week. £85 worth of orders, all coming to my address tho. Can't speak to anyone as they're not taking calls due to covid, and it's a bot on their web chat.
I went to my bank and claimed a fraud. Card cancelled but could still take up to 10 days to get money credited plus have to wait for new card to arrive.

OP if you mention to Next or your bank that you may have other passwords the same as the one that was hacked you may not be entitled to a 'refund' of the amount fraudulently ordered.

I'd keep that bit to yourself. I hope you get through to them soon

Also if the orders were only made last night, hopefully you get through to them before the orders are dispatched

Well I’m having a complete nightmare. Tried phoning next - you get an automated messaging saying they are busy, can’t handle my call, for none urgent queries, use the contact form - then the phone hangs up.

Tried calling the bank this morning. Dept I wanted wasn’t open yet. Tried calling again now - got a similar message to next saying they can’t handle my call right now and the phone hung up.

I don't see what the bank has to do with your next account being compromised?
You have done all you can to try and contact next, keep trying to call them and dont panic

getting through to a human on the phone seems impossible. I been calling my bank all week and it keeps saying they can't take the call due to staffing issues. other places i've tried calling are the same.
hope you get it sorted soon

I’d recommend setting up a clear score account if you don’t already have one to ensure they haven’t tried to open up any other accounts using your details. It will show whether they have run any kind of credit check on your details.

As PP suggested report on action fraud.

You can pay to have protection put on your name and any new accounts would have to be verified with you before they can open.

This may all be extra and just Next affected but good to put in place anyway. Good luck!

Try not to panic. My email has been ‘pwned’ loads as well. It means that websites you signed up with have been hacked, and the hackers got a list of email addresses and maybe passwords too. Take a look at what the breaches were, and change your passwords for those websites, and any that use thensame password.

In your case, I’d just change your password for all websites where you make purchases or that have subscriptions (and make sure they’re all different passwords) as a priority. Then you can look at changing for other sites, for privacy purposes amd to avoid getting spam.

Just to say I got through to Next and got things sorted. She confirmed that I don’t have any card details on their system so no payments will go out. They also signed me up to the thing a PP mentioned too where they have to check with me before a credit account is opened.

I will go through the ‘pwned’ thing this evening and see what needs to be changed.

Thank you for your help everyone. Feeling a lot more relieved now!

Good to know it's been sorted, a timely reminder that we all need to keep on top of our online security.

Glad it's been sorted.