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To Whom It May Concern,
On Sunday the 2nd of April 2023, I rang the Coles Online reporting line and spoke to one of your representatives as I had opened my 85-year-old mothers ANZ account to find that someone had placed an online order on Thursday, 30th of March 2023 using my mother's debit visa card details for $291.25. It was shown as a pending transaction. I asked for the order to be cancelled as my mother who currently lives in a Nursing Home did not place the order.
I was told that I had to contact the bank and the police - the order was not cancelled.
I did contact the ANZ bank and they blocked the card without hesitation on Sunday. But as Coles had already accessed the account and had a pending transaction, they were unable to cancel the transaction.
I went to the Police Station early on Monday morning where it was discovered that a total of $219.25 had been taken out of my mother's account by Coles. I presume the lower dollar amount indicated that Coles were unable to provide all the items ordered.
The Police report number - is SAP2300085056 - the report was completed at the Mount Barker Police station in South Australia.
The Visa Debit was completed at the Coles Online Hawthorn East Store. This is noted on Mum's bank statement.
My mother has now lost money that as a pensioner she cannot afford to lose. The fact is that it would have allowed her to purchase a much-needed wheelchair.
So, you can see why I am making this complaint. It is noteworthy to mention that her card was still in my possession, and it was never lost or stolen.
Regards Daphne Perry
d.[protected]@hotmail.com
Desired outcome: I would if possible like to see this money returned to my mother's account.
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Please gave me an update it happen to me as well charged me like $293.06 at coles online somewhere in WA and I have a ANZ bank as well & it happen just recently last 11th of May, I am currently overseas also during that time so I am having a hard time to contact coles but the bank already have been notified, it might be a new kind of scam related with ANZ bank and coles… my card also has never been stolen or lost.
Christy Jyoti
Kitty_everywhere@yahoo.com
This has happened to me on 19 June 23. I was charged $299.67 from a ANZ credit card. The bank has blocked my account before I noticed it. I have a Latitude account. Do you have a Latitude account?
This is happening to us now, ANZ credit card with Coles online transactions gone through and we do not use online shopping or have not lost our cards. Are you able to advise what the outcome was for you all?
Thanks.
It happened to me as well!
I am currently in Korea and never bought coles product even I can’t log-in from oversea?
How could you solve this issue?
Same thing happened to me when the purchase was pending I live in WA and had a coles online purchase for $157.75 to Stud Park Victoria, rung the Bank the same night as the transaction to be told to ring the coles fraud department rung them when they opened only to be told the person with the coles online account can’t only cancel the purchase.
FYI it’s my card and I don’t have a coles online account. Reported to both police and my bank. A bit annoyed that coles wasn’t proactive to try and stop the criminals or do anything about it.
While overseas (advised my bank that I was overseas so as to enable the use of my credit card while traveling).
On 3/9/23 at around 12:17 pm AEST I noticed a pop-up notification on my phone from my bank flagging a successful transaction on my credit card.
Within 10 minutes and at around 12:27 pm AEST, I got through to my bank credit card lost and stolen fraud section (an offshore call center). By the time I got to speak with the bank's representative in the overseas call center, I discovered that in the space of approximately 5 minutes, 19 online transactions with Coles totaling $5023.94 had been made. The credit card details identified the merchant as "Coles online - Hawthorne East (I live in NSW, not Victoria).
Really, okay, maybe after the first two transactions the so-called bank's security systems should have been alerted to the fact that I had previously advised them I was overseas with my card, But no, they allowed 19 transactions through. This is not what I would call a good security measure.
The mind boggles, How is it someone using my credit card was able to shop online at Coles with such speed to spend so much money across 19 transactions in the space of 5 minutes? How many cans of baked beans, packets of spaghetti, and/or other grocery items totaling $5,023.94 before Coles themselves should recognise something unusual about 19 transactions for the one credit card (closing a blind eye I think so as to assist the record profits)? If the user of the card was genuine why wouldn't they just do just one transaction for the whole $5,023.94?
Can anyone enlighten me? Does Coles, when accepting credit cards online ask for the 3 digit security numbers on the back of the credit card? Does Coles, when somebody goes into a store to pick up something they ordered online ask for the person to show the credit card that was used? Problem solved if they were to do this as the person would not have the physical card unless, of course, they made a false one.
I have noticed in the threads above some others have been subjected to fraudulent use of their cards through Coles online - Hawthorne East.
I will most certainly be lobbying the respective lines of authority to ensure that in the future perhaps if they don't already do so, require online orders made by credit card to have identification by way of the physical credit card being produced. SEEMS A SIMPLE FIX for the consumer but a pain in the backside for Coles of course!
Not only do the banks have to account for the fraudulent use of my card but Coles also needs to be held accountable for turning a blind eye through their slack processes that clearly aid and allow organised crooks/criminals to commit crimes.
The authorities need to come down hard on the likes of Coles and other merchants and demand more security measures to be put in place to protect innocent victims.
Hello All,
Just like above threads, my ANZ debit card had a transaction amount of $155 originally for Coles Online Hawthorn East and was pending. I don't use Coles & my ANZ card as it came with the loan account. I called ANZ fraud team and reported the transaction. Also I blocked the card before I called them using the app on my phone. ANZ customer care cancelled my card and reissued another card. The transaction has now gone through (no longer pending).
Common link between all the above and mine is ANZ and Coles Online. I don't even carry physical ANZ debit card any more. How did the scammers steal card details? ANZ customer care person mentioned that card details could have been stolen from one of the shops we may have swiped EFTPOS or sophisticated card scanner while walking on a busy street!
On another incident 2 months ago, my ING card blocked a suspicious transaction (Halloween purchases) and they called me to verify. When it was confirmed as scam they cancelled my card and sent new one (no money lost).
If anyone had resolved this please do share, I will try uploading if/when I receive update (no hope though). CHECK your account transactions often.
It’s interesting that these fraud transactions seem to happen often with Coles Online Hawthorn East and ANZ debit card.
This just happened to me when there was a charge from Coles online Hawthorn in my ANZ bank account when I never purchased anything from Coles online using ANZ card. I rang ANZ to report the fraud transaction and they said they will investigate but it will take 35 days.
I don’t think I will get $144.30 back because ANZ never takes any action and never refunds. This might be only happening with ANZ card. You think? I don’t think this bank is going to keep our money secure now.
Sad thing.
This also happened to me but the charge was only $19. Also Coles online Hawthorne East. Had to cancel my Commonwealth bank card for them to look into it.