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New Contributor
Posts: 4
Registered: ‎05-04-2017

Unauthorized Purchase on my Q-Card Account

Last week on April 25th at around 9:25am CST I started to received 100’s of spam emails to my inbox, they were coming in so fast that I couldn’t keep up.  My email address is also my business email.  After a few minutes I had over 3000 and they kept coming in.  They were going directly to my inbox and not my junk folder.  This was devastating to my job and business.  After about 30 minutes, I was at around 7000 emails and I couldn’t stop them.  I did some research and everything I found said to check all of my bank accounts because I had most likely been hacked and that someone ordered something that would have trigged a “Your Recent Purchase” email and since I was “spam bombed” I wouldn’t see the email to stop the charges.  I looked and didn’t see anything.

 

The next morning while sorting all of my junk mail, I got lucky and saw an email from QVC with the subject line of “Protect Your New Lens with a SquareTrade Service Plan” I thought to myself that this was awfully specific compared to all the other emails I had received during the “bomb”.  I checked my QVC account and Q-Card account and sure enough at 9:28am CST the previous day, someone had ordered a $1500.00 Canon camera lens using my Q-Card and had it shipped to an address in Grapevine, TX.  I live in Magnolia, TX.  I immediately called Synchrony Bank and QVC.  They both suggested that we contact UPS and have the package rerouted because it had already shipped.  QVC did a great job in making sure this happened.  I see today via UPS that it has now been returned to the sender, a third party seller I was told.  So at this time all appears to be good.

 

Now for my gripe.  In today’s world were 10’s of thousands of people are the victim of identity theft and fraud there are several things that could have prevented this.  I will start with myself as I may not have had the best password, or used the same password on too many accounts, whatever.  But let me give you an example of how other online retailers do things. 

 

Amazon is a great example.  If I log into to Amazon and want to buy something for a friend who lives in Idaho lets say and I have never shipped anything to him before.  Amazon will let me use a stored credit card and ship to a new address, however, Amazon will make me enter the full 16 digit card number of the card I am trying to use.  This is what should have happened when this item was shipped to Grapevine, TX.  QVC should say, Sure we can ship this to an address you have never shipped to before. Just enter the full card number.  This would have stopped this. 

 

Also, Amazon has the option of 2 step verification.  When I log in, a text message is sent to me with a 5 digit code, I have to enter that code before it will log me in.  Even better.  My Yahoo fantasy baseball account.  If I want to check my fantasy league, all I have to do is put in my user name and the Yahoo app on my phone will say, “Are you trying to log in” if I say YES, it logs me in.  A password is ever needed!  How great is that!!??

 

My point is, is that QVC needs to adopt some new technology and use some new log in steps moving forward.  The full credit card number is a great and easy way to stop this from happening again to me or others. 

Valued Contributor
Posts: 790
Registered: ‎10-02-2013

Re: Unauthorized Purchase on my Q-Card Account

This may have been around the time Qvc's systems were down & we couldn't order or check our accounts. I'm going to go check all my charges...

Honored Contributor
Posts: 16,242
Registered: ‎03-09-2010

Re: Unauthorized Purchase on my Q-Card Account

horrific and really scary -  and I don't even have a Q-card or deal at all with Synchrony Bank.  I do have some questions though.

 

Which company (QVC or Synchrony) really controls a Q-card account?  I have no idea - although I do know when Costco and American Express split up, nearly every document I received was from AmEx and not from Costco, but I still don't know how these systems really work.

 

Is this an only hack or part of a huge one and if it's huge, are our QVC accounts not on Q-cards being hacked?  I see no evidence of that via my own account or any of my charge cards, but now I'm wondering when I last changed my password here.  I do it frequently on my bank, probably because they seem almost to force us every few months.

 

 

 

 

QVC Customer Care
Posts: 1,496
Registered: ‎10-12-2015

Re: Unauthorized Purchase on my Q-Card Account

[ Edited ]

Hi @Larryj2112

 

Welcome to our forums!  I see that @Alice-QVC responded to your other post in our Customer Care forum.  Again, thank you for the suggestions and feedback and we are glad everything worked out for you.

 

Going forward, please keep in mind that you should only be posting your thread in one forum.  Thank you!

 

Barb

Customer Care

New Contributor
Posts: 4
Registered: ‎05-04-2017

Re: Unauthorized Purchase on my Q-Card Account

I felt it was important for other buyers to understand what happend to me because so that it doesn't happen to them.  Posting in both the "suggestion box" and "customer care", I felt, was appropriate.

 

Going forward, I hope QVC adds additional layers of security when orders are asked to be shipped to unknown address, like Amazon does.  Thank you!

 

Larry

Frustrated QVC Customer

Trusted Contributor
Posts: 1,281
Registered: ‎06-10-2015

Re: Unauthorized Purchase on my Q-Card Account

I did use bill to ship to at Christmas and I did have to verify my account with QVC. Similar  to Amazon 2 step method, but I did so over the phone. Think Larry experienced unique situation. 

Contributor
Posts: 42
Registered: ‎03-09-2010

Re: Unauthorized Purchase on my Q-Card Account

I had someone who had hacked my account from another shoppong network.

The product was over 200.00

They saw that the shipping address for this item was different from the address I had on file. It was a red flag to them so they called me at home to confirm the purchase before filling the order.

I had only purchased one item from them prior to this incident.

I was very impressed with thier level of security.

Needless to say, they didn't fill the order and told me they will investiage it right away.

That's how it should be.

PA Lady
QVC Customer Care
Posts: 1,496
Registered: ‎10-12-2015

Re: Unauthorized Purchase on my Q-Card Account

Hi @Larryj2112

 

 

I can certainly understand your frustration and your feedback has been forwarded.

 

Thank you,

 

Barb

Customer Care

Trusted Contributor
Posts: 1,519
Registered: ‎08-13-2011

Re: Unauthorized Purchase on my Q-Card Account

I don't know if this has been mentioned before, but don't think it was ever answered.  On other sites there is a padlock at the start of the address when the site is secure.  Here, there is just an 'i' inside a circle.  It begins with https, but the fact there is no padlock makes me question if the site is really secure.  It's that way when you log in to your account, too.  Does anyone know the answer?  I don't have much faith in QVC's IT department.