Order No: *************** – **th April ******Dear Sirs**I am writing regarding my first...

GetHuman-kadilove's customer service issue with Lazada from May 2020

Help with my Lazada issue
The issue in GetHuman-kadilove's own words
Order No: *************** – **th April ******Dear Sirs**I am writing regarding my first order with Lazada which I was inclined to make during this difficult global pandemic. I apologise for having to contact or involve you in this but I am not sure where else to turn. Your team in Indonesia either does not full comprehend my correspondence or are refusing to respond to my emails appropriately.*Basically, I made an order of over ** million rupiah of items needed to help me better work from home as well as furnish the new apartment I moved into. Almost immediately after confirming the order on the app. I received a What’sApp message asking me to confirm my order which I did. When I later returned to the app, I realised that most of the items had been cancelled and so I contacted customer support. This is when I discovered the message of confirmation is a scam scheme. This is something, I am not aware of and could not have been notified of as all the information provided on the app, is in Indonesian. I accept that I am at fault in entering the OTP sent to me by the scammer but I did not provide this person with any of my personal details such as phone number and email. They sent me the link and the instructions which I followed. Nevertheless, I accepted that this situation was started by me allowing access through this process.*My issue is that at the time the scam was discovered, the scammer had only been able to obtain ***,*** rupiah and changed all the financial details in the account. Luckily for me, most items were pending refund at that time. I continued to raise the report with the customer service agent and asked her to request the account be frozen or returned to my name and details or that refunds be directed to the account from which the payment was made. I requested this numerous times over the next *-* days before the account was finally blocked. This meant that I could not see what was happening in the account but I also assumed it meant that the scammer could not obtain refunds under the false information they had provided.*The issue was investigated and communication was lacking during this time. I tried to get updates and information and discuss notifications I had received of further refunds but the customer service team robotically responded with it is under investigation with another team. I understand that but even under investigation, additional information should be able to be added to a case as it develops so that the investigation can consider all elements as the case continues to change.*By the time the investigation was over, only * items were still pending refund and those were the items they agreed to refund. My problem with this is that through their own correspondence it is clear to see that, ** of the ** items ordered, were still refundable when the issues was raised and for at least * days after. Why would they block the account not allowing me access to monitor the situation but allowing the scammer to continue to filter money from my account. That makes no sense. Despite numerous attempts to communicate with the team in Indonesia, I have been met with a wall of repeated comments that do not respond to any of my concerns or questions. **Since this incident, I have done a lot of research trying to find out about resolving this issue and who to contact to help me. It was then I discovered that this has been an issue for years. The thing that surprises me most is that nothing seems to have been done to rectify or resolve the issue that your platform is a breeding ground for these scammers and they continue to evolve because no action is taken against them and blame seems to be put upon the customer. I am ***% sure this could not have been your organisation’s intent when starting this platform but the fact that it continues and seems to get worse and more sophisticated is due to the fact that in an effort to defect any liability, the customer is the only one to suffer in these cases.*A simple policy of only refunding to the account that makes the initial payment would go along way to rectifying some of the issues you have in this area. Asking whether to use the Lazada wallet or not and confirming all changes on the website with the original details would help to.**As for my case, all I have wanted from the beginning are the goods ordered because not only am I out of pocket, I have virtually nothing to show for it. If not, then I would like the remaining **.* million, plus delivery costs refunded to my bank account.**I hope that someone in your global organisation will be able to help me as no Indonesian Head Office details have been provided. **Thank you in advance for your time and consideration in this matter.**Emily James

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Lazada

Customer service issue
Reported by GetHuman-kadilove
May 21st, 2020 - 3 years ago
Not resolved
Seen by 13 customers so far
Similar issue to 2607 others
0 customers following this
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GetHuman-kadilove started working on this issue
May 21st, 2020 7:40am
GetHuman-kadilove indicated the issue is not fixed yet.
May 21st, 2020 4:45pm
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May 27th, 2020 1:02am

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