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PaulOwen

trubster wrote:

Paul, Would I be able to forward that letter that has been sent to me today to the Fraud Team at my bank, they are still accusing me of these transactions!

Also, do you have a contact number and I can discuss this further?

our local Stoke-on-Trent number is 01782 819002.

RE: previous posts - I can only say that I am also hugely distressed by this and have never had anything like this happen in 11 years. I've tried to do the best I can in notifying everyone by letter. Everyone I have spoken to has had no problem in getting their bank to chargeback their cards. I really am doing everything I can to be contactable.

louietudor

PaulOwen wrote:

our local Stoke-on-Trent number is 01782 819002.

RE: previous posts - I can only say that I am also hugely distressed by this and have never had anything like this happen in 11 years. I've tried to do the best I can in notifying everyone by letter. Everyone I have spoken to has had no problem in getting their bank to chargeback their cards. I really am doing everything I can to be contactable.

i appreciate your posts but can you tell us:

have the police been notified - if not why not

why is your site not secure dispite the secure lock

and how do YOU think its happened - after all we are not talking small money here

PaulOwen

I can honestly say I have no idea at this stage. I can only assume that our system may have been hacked in some way. It's never happened to us before and i'm doing as much investigation as possible. I can assure you i'm as upset as the next person. One would assume that you setup a secure site with all the SLL certs and pgp everything that you are protecting your yourself, I am at a loss as much as anyone else. Regarding the police what would I tell them? I can't say for certain that anything has been stolen from me. The only way forward is for those who've had their cards used is to contact the bank, get a chargeback and have a new card shipped out.

Can I politley request that I answer all other questions by email or telephone as I would rather deal with people personally and don't want anyone to think i'm "dissapearing" if i don't manage to post here promptly. Thanks.

tallboy_2

After checking my account transactions following a letter from nero I to have discovered two illegall transactions,one for an online gambling site and another for London congestion charges.Really pi**ed off,has put me off buying stuff on the internet for good.

PaulOwen

rusty223 wrote:

Totally agree, they should close there site until they are 100% sure it's safe

It is safe as all orders are taken through PayPal only at the moment until I can find out any further information.

I just hope you all understand i'm a victim here too and i am trying to help as much as possible. I'm getting a lot of people being irate at me and its seems to be turning into a bit of a witch hunt which really isnt fair.

PaulOwen

justlooking wrote:

Well Paul Owen can have my phone bill I rang that number because it said low call on there web page to be honest I’m starting to get fed up with Neo . A day spent with the bank trying this sort the mess out Also now without a visa card for a week and now charged a high rate to ring them.

we were informed by our telecoms provider that the number was much cheaper for people to call us outside of Stoke-on-Trent.

Attacking me like this isn't getting anyone anywhere - im doing my best and none of this is my fault. I've changed the number on the site to 01782 if that helps anyone.

bertiness

I don't see how at least contacting the police could do any harm.

You say that you're not sure anything has been stolen from you but it is quite clear that there has been a breach of security somehow, whether via hacking / hijacking of the website or internally in your company.

If our names, addresses, card details have all been stolen from your site/backend, we might be subject to further fraudulent activities taking place using our details.

Seeing as you are unsure of how to proceed, a call to the police MAY help, as they might refer you to someone who can help with "Cyber crime" and dealing with it.

If they don't, the only thing you've wasted is a phone call, and i'm sure all of us have spent more time and money than you will in ringing our card issuers.

Hope this helps, not trying to moan at you but it doesn't really look like you're being pro-active and reassuring your customers that you are dealing with the problem at your end - which many of us would like to see, we already know what to do at our end.


In response to your last post - If i were you i'd be prepared for more of a backlash than what you're experiencing now.
Some of us are OK with it and would like to know what's going on - but saying it's not your fault when unfairly or not it CLEARLY is (despite also being a victim) is not doing you any favours.

PaulOwen

TimmyP wrote:

Is anyone here cancelling their cards as a precautionary measure even if money hasnt been taken?

That would be sound advice in my personal opinion.

PaulOwen

bertiness wrote:

I don't see how at least contacting the police could do any harm.

You say that you're not sure anything has been stolen from you but it is quite clear that there has been a breach of security somehow, whether via hacking / hijacking of the website or internally in your company.

I will arrange to get some further advice. I can't possibly see how you can say i'm not being pro-active. Making this post right now is being pro-active.

I'm just not sure what else i'm supposed to do at this stage other than what i've already done

NENick

Well said Bertiness....

I have been hit with £400 worth of payments (taken in Euros)

I know its early days but I hope there is going to be some sort of compensation,,or I will definitly be taking legal action....