Online takeaway customer billed for unordered booze

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Phil Grosvenor and his mobile phone app
Phil Grosvenor received an unexpected email from Deliveroo

A North Lane resident is issuing a warning to Deliveroo customers after hackers used his account to order a large amount of alcohol to a London address.

Phil Grosvenor, who runs a carpentry business, was alerted when he received an email from the food and drink delivery service letting him know his delivery address details had been updated.

Mr Grosvenor said: “Somebody in London somehow logged into my Deliveroo account and tried to order a quantity of alcohol to be delivered to a north London address paid for by my payment card filed on the account.

“Unluckily for the perpetrator, there were insufficient funds on in my bank account, so the order failed. “Deliveroo have been unhelpful, they claim there’s been no data security breach but there’s no way a stranger found out my password any other way, to my knowledge. I’m extremely careful with online activity.

“Deliveroo have not contacted the police, despite having an address and mobile number potentially connected to the perpetrator. I had to do that myself.”

Mr Grosvenor says Deliveroo has claimed to him that it blocked a fraudulent transaction when in fact he didn’t have any money to pay for the order.

It has now permanently deactivated his account despite him changing his password and will not allow him to reactivate it.

“That’s closing the stable door after the horse has bolted,” Mr Grosvenor added.

“I’m really unhappy with the way they’ve brushed this off. I understand that it’s possible my laptop got some spyware or similar, but I’ve never used Deliveroo on my laptop, just my phone app, so I really feel that their company has compromised my data security.

“But more than that, they have given no support other than closing my account and fobbing me off.

“I know this is relatively minor, but I’ve now lost confidence and trust in online companies and want to warn other people of this.“

When contacted by the Journal, a spokesperson for Deliveroo said: “Deliveroo takes online security very seriously. Our security systems flagged this attempted order as suspicious and triggered further checks which the would-be fraudsters failed. No money was taken from the account.

“Fraudsters rely on the fact that people reuse the same passwords on multiple services to try and gain entry to different accounts across the web. In this case the customer’ s email and passwords have been compromised elsewhere on the web but we have deleted the account to ensure it does not receive further unauthorised access.”

This article has been updated with a response from Deliveroo.

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