Get your guide

Faulks26

Hi. I have a get your guide account and it was recently hacked. The hacker bought experiences to the tune of approx £300 using my virgin credit card. Get your guide are refusing to refund saying it’s against their policy to do so. Virgin are saying that it doesn’t constitute fraud because I already had an account with gyg. Virgin have raised a dispute to get the money back but a resolution could take up to 120 days and in the meantime I’m incurring interest. I would like to know what my rights are concerning this. Who is responsible here? I have tried calling virgin many times and i have got nowhere. 

Aylesbury_Duck

What security does gyg offer?  Multi factor authentication, for example?  Did you have it enabled?  We're your login details unique, or do you use them elsewhere?

First thing I'd do is change your password on gyg and any other site where you use same login credentials, turn on MFA were available, and remove the card details from the account. 

Faulks26

Thanks I have changed my password and removed my credit card and also cancelled my card. GYG don’t appear to have 2FA it seems like if you have an account and a credit card attached then that’s enough security and you can just purchase any activity you want. I was surprised that I wasn’t asked for a code to authorise the payment. 

I’d love some advice about getting the money back 

la531983

If the retailer isnt budging you have done all you can for now. Pay the card off for now, when its resolved it will put the card into negative and you can either spend up using it or request it back as a credit.

born_again

Faulks26 said:

Hi. I have a get your guide account and it was recently hacked. The hacker bought experiences to the tune of approx £300 using my virgin credit card. Get your guide are refusing to refund saying it’s against their policy to do so. Virgin are saying that it doesn’t constitute fraud because I already had an account with gyg. Virgin have raised a dispute to get the money back but a resolution could take up to 120 days and in the meantime I’m incurring interest. I would like to know what my rights are concerning this. Who is responsible here? I have tried calling virgin many times and i have got nowhere. 

How  did it get hacked?

Faulks26

I’ve no idea, I presume the log in details were compromised somehow. The first I knew of it was emails from gyg asking me to review the experiences I had not had 

Faulks26

la531983 said:

If the retailer isnt budging you have done all you can for now. Pay the card off for now, when it’s resolved it will put the card into negative and you can either spend up using it or request it back as a credit.

I don’t just have £300 lying around to pay it unfortunately 

Aylesbury_Duck

Then there's not much you can do for the moment, you'll just have to wait for Virgin's process to complete.  They won't just assume you were hacked or that you weren't negligent in some way.

born_again

Faulks26 said:

I’ve no idea, I presume the log in details were compromised somehow. The first I knew of it was emails from gyg asking me to review the experiences I had not had 

So no emails or such asking you to click here?

Do you use the same password elsewhere?

la531983

born_again said:

Faulks26 said:

I’ve no idea, I presume the log in details were compromised somehow. The first I knew of it was emails from gyg asking me to review the experiences I had not had 

So no emails or such asking you to click here?

Do you use the same password elsewhere?

The same happened to me tbh, I suddently got an email saying I had booked a £100 London walking trip for one child, 5 mins later before I could even deal with that one I got another, Looked at my card and had £200 taken.

Messaged GYG, the day after the trip organiser actually cancelled the trip and I got a full refund anyway. I had a card saved in there, which has now obviously been removed. No idea how it happened,

Faulks26

born_again said:

Faulks26 said:

I’ve no idea, I presume the log in details were compromised somehow. The first I knew of it was emails from gyg asking me to review the experiences I had not had 

So no emails or such asking you to click here?

Do you use the same password elsewhere?

No. I don’t use that password no