A woman was shocked to find her Ocado account had been “hacked” and orders had been placed using her PayPal.
Trish, who lives in Uckfield, said she first received multiple emails from Ocado stating that her email address, telephone number and name had been updated on her account.
She then opened more emails informing her that two orders of around £100 had been placed - none of which she had done herself.
Her distress intensified when she discovered the money was pending to leave her PayPal account.
Trish, who only gave her first name, called Ocado as soon as she became aware of the unusual activity on Thursday, March 31.
She said: “It took me 40 minutes to get through to someone on the phone.
“They said they had no security breaches and they said there’s nothing they could do, the orders were delivered.
“I spent all day yesterday trying to sort it out.”
The 64-year-old said the customer service advisor she spoke to at Ocado told her it was "nothing to do with them".
“They allowed that to happen and are taking no responsibility for it,” she said.
“I had a disappointing response from customer service.
“I need to get this out there because they’re not going to do anything it.”
Trish went onto Ocado’s Trustpilot page and found several reviews in the last two weeks stating other accounts had been “hacked” with mystery orders placed.
She said: “I have opened a case with PayPal, I have blocked my card, but other people won’t be able to do this or won't have the wherewithal.
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“Some people have lost £500.
“I have spoken to Action Fraud. I have escalated it.
“I think people need to know because for it to happen multiple times since March 17, there’s a fundamental problem.
“This is going to happen again. They’re so dismissive of their customers.”
A spokeswoman for Ocado Retail said: “We take our customers' data very seriously and are regularly reviewing our security protocols, strengthening them where necessary.
“We have thoroughly reviewed our system, and while we can confirm there is no broader issue related to the security of the Ocado website, we do understand that this is a particularly vulnerable time for customers and encourage them to remain vigilant online.
“We would always encourage customers who may be concerned that their account has been accessed by someone else to update their password to ensure it meets our security criteria."
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