Warning - Amazon/Javari security issues

JenniMc

Hi

I placed an order with Amazon and received notification that it was sent out yesterday. Today, Citylink delivered a parcel. I signed for it and was surprised that the contents were a pair of £205 men's shoes. The goods I'd ordered from Amazon were baby products totalling around £20.

The invoice showed my name and address as the billing and shipping addresses. I've never ordered anything from Javari. I signed onto my amazon account to see if there was any details of this order on there but there were only details of my own order. I signed into Javari (you use your amazon details to sign in) and there were no existing order details.

I phoned Amazon as the order that I had placed was with them but they wouldn't (couldn't?) help me and said I needed to phone Javari.

I called Javari and the lady took the order number that is on the invoice. She said that that it was linked to another account that doesn't have my e-mail address but does have my name and address. She confirmed that they have taken payment for the £205 shoes from my bank account!

She offered to send a returns label and said that I'd get a refund once they had the shoes back but I wasn't happy with that as I have a young baby and I don't want the hassle of going to the post office and I don't want to wait ages for my refund. I want them collected by courier and the refund made immediately (I can understand that they'll need the shoes first but I don't see why they can't TT the money once the courier gets the shoes). I also want to know how this has happened as there must be some sort of issue with how secure data is on their systems. I want them to ensure that the other account that must belong to the person who really did order the shoes has my details removed. I am waiting on a callback from Javari and I hope that they will sort this out with the minimum inconvenience to myself. Afterall, I never ordered those shoes and I didn't give them permission to take £205 from my bank account.

I've never ordered anything from Javari but I would imagine the payment process is the same as Amazon. Your card details are stored and you can just pay with one click by confirming that you want to pay with the card details already there. You don't need to do the verified by visa process that a lot of other sites use. This means that if the wrong card details are still held under that other account then the person who can actually access the account might order more stuff using my bank details by mistake! Maybe the stuff would also be sent to my address but that is hardly the point.

This is the first time this has happened to me and hopefully the only time! I am sure that plenty of orders go through without issues but I thought I should warn people as there does seem to be a security issue. I think there must be a problem with their system for this to happen.

If this has ever happened to you then I'd be grateful if you could let me know the outcome.

Thanks

pmduk

Talk to your bank. How have Javari debited your card without your agreement?

JenniMc

I'm not sure how they did it apart from a system issue. They should have been taking payment for my £20 order but have taken it for someone else's order and also have my details on that person's account. I want them to answer this when they phone me back. When I spoke to them earlier, the lady wasn't sure what could have happened. I don't think someone has deliberately used my details for the order as why would they want the shoes shipped to me? It looks like there has been some sort of strange glitch. When you pay on amazon you confirm which card you are paying with but you don't submit verified by visa so maybe this means it is possible for them to submit a higher payment.

I am going to talk to my bank to ask them to send me out a new card as it will have a different number but I don't want the refund going to the wrong card so will wait until I know what Javari are going to do.

Thanks for your reply.

pmduk

I didn't realise Javari and Amazon are the same company. I'd be pressuring both companies for this to be escalated and an early explanation provided. Either way, warn your bank this has occurred and keep a close eye on your bank account online.

JenniMc

I've cancelled my card and the bank will send out a new one. I checked and the refund should still go to my account even if the card is cancelled.

The money will be sent back to my account within 3-5 daysand the shoes are going to be collected by courier. They seem to be acting like someone used my details but I'm not sure why someone would arrange for the shoes to be sent to me. My genuine amazon order was charged to my bank account on the same day as the one for the shoes. I genuinely think there has been a system problem and that someone is now wondering where their shoes are!

They asked me if I wanted to cancel that other account but it isn't mine to cancel! They told me I'd have to wait until I got my refund before they could shut down that account and take my details off it. I wasn't happy as whoever uses that account could sign in at any time and get my details off it. I can't access it as I don't know the e-mail address and password it is registered to. I ended up e-mailing complaining about data protection and they have now said that they have removed the details (not sure why they couldn't do this the first time I asked!).

Hopefully I'll get my refund into my account without any issues and that should be it sorted. It does make me concerned about storing card details online so I may stop doing this.

pmduk

JenniMc wrote: »

It does make me concerned about storing card details online so I may stop doing this.

I took my card details off Amazon when someone else had problems.