OCADO hacked- if you are a customer please change passwords asap

[bruffin]

It looks like Ocado has been hacked, there are a number of reports on trustpilot and also news reports in the last 2 weeks or so of customers finding unauthorised deliveries to strange addresses and payments particularly to paypal.

I got a notification from paypal on thursday that £89.99 had been paid to Ocado Zoom. I do pay my shopping subscription of £8.99 to Ocado but my weekly shopping delivery is paid by credit/debit card. I was out and about so difficult to investigate and couldnt get into my paypal account. I tried ringing paypal as i wasnt sure it wasnt a scam email, but just spoke to a robot and really wasnt getting anywhere.

When i got home, i looked at my Ocado account and couldnt see anything wrong or dodgy orders. However i googled Ocado Zoom and found their website and i got into it using my Ocado Login. I found a delivery to East London of cigarettes and about £10 of snacks in my basket. there were two addresses in London attached to the account. I then found emails in my junk from Ocado Zoom confirming order and delivery, but nothing telling me new addresses had been added etc
i also went into my paypal account and found the 89.99.
Rang Ocado Zoom and they agreed my account had been hacked and went through the process of resetting passwords etc . Ocado Zoom is set up automatically and connected to your original Ocado Account. Paypal did not query the payment as i have a long term regular payment to Ocado.

If you have an Ocado account please change your password asap and also if you have paypal listed as a payment method remove it .

Luckily i found really helpful customer service and they gave me a case number and Paypal refunded the money within the hour.

That’s nuts that ocado zoom is a completely separate app and website that uses the same log in details so if you don’t use it you can’t keep an eye on it. I’ve never even heard of the zoom part of the business. Thanks for the heads up.

Isn’t this just one woman saying it?

They enforced a password change on me this morning - I wonder if that is related? Their website has been a nightmare for the last few weeks - I need to login and complete 2-3 captchas every single time I access the website (even if I've only been on it a few minutes ago). I'm losing the will to shop with them at the moment.

Aren’t all threads just started by one poster? Then other people can share their thoughts and experiences and you can verify what the op is saying by looking on trustpilot and X.

https://www.theargus.co.uk/news/25995843.uckfield-woman-says-ocado-account-hacked/
This isnt me and there are 19 reviews on Trustpilot in just 4 days about being hacked, there really seems to be an issue
Some of the customers say Zoom has been set up , some are on the normal Ocado account, but as the same login details are used for both it is obviously the data surrounding logins and passwords has somehow been breached

Eh?

my Ocado got hacked last week and they obviously have managed to get my email and password as they have been trying to log into other accounts they have managed to get into my blue light and purchase £1000s of pounds

I don’t know what that means.

Oh! My Ocado account was hacked a couple of weeks ago, also with Ocado zoom orders placed. I almost posted here then, because I was really disappointed with the way they responded.

I was on the phone to Ocado within a few minutes of the first Ocado zoom order being placed, and they told me there was nothing they could do and said I should contact my payment provider. A second zoom order came in while I was on the phone to them.

They were at pains constantly to point out that it wasn't their issue and just kept pointing me to the haveyoubeenpwned website.

What has really annoyed me is that they told me that Ocado zoom was a separate company so they couldn't cancel the fraudulent orders that had yet to be delivered, but if it is a separate company what are they doing giving it the same login and password as my Ocado account?

And worse, when they cancelled my account they did not refund my unused annual delivery pass, and so far they have ignored me twice when I have emailed them to ask about this. I just get the same standard response which says it's not their fault I was hacked. Nothing at all about the cancelled pass I had paid upfront for.

I've been using them weekly for over 20 years and I thought their response really poor.

This was my argument with them too. They have ignored my complaint, and the one where they cancelled my account, and therefore my annual delivery pass, with no refund of the unused months.

It’s absolutely out that they are using the log in details from one company for another one without our knowledge.

Well this is interesting. This happened to me two weeks ago. Ocado customer service were able to stop the delivery when I spotted the order and no money was taken. This does seem to be a bit of a coincidence 🤔. I had though it was my error using a password that had been compromised in previous data breach and that I'd forgotten to update my ocado account but perhaps that's not the case.

The fraudster must have been miffed not to get their fillet steak, champagne and hagen dazs!

My biggest annoyance is luckily only the loss of my favourites history as ive had to have whole new account and I suspect im at the back of the queue for xmas ordering slots.

Surprised about bad customer service. The staff at their sunderland call centre have always been excellent and resolution focussed in my experience.

Mine was hacked too this month. Someone managed to change my address and password and placed an order with my credit card. Ocado say they managed to detect it and have deleted my entire account including 15 years of order history.

Did you have a delivery pass? If so, they should refund the unused part. I'm trying to get mine refunded but no luck yet.