ASK TONY: £186 vanished after fraudsters hacked my online Wayfair account and changed my delivery address
The homewares website Wayfair emailed to inform me my account details, including my email address, had been changed.
I tried to check my account but my password had been changed so I was unable to do anything except see the new delivery address.
Five items had been purchased and my account showed £432.85 pending. I called my bank, NatWest, asking it not to pay this fraudulent transaction and was told to contact Wayfair to cancel it.
Passing the buck: Homewares website Wayfair claims it is Natwest's responsibility to refund a fraud victim but the bank says Wayfair is responsible and must return the money
I cancelled the debit card so no further transactions could take place. Wayfair said it would cancel the items that had not yet been put out for dispatch, and that the other items would be dealt with later. It said I might have to ask my bank to recover the money. Two items were cancelled, and £245.98 was refunded.
I contacted Wayfair about the outstanding amount, but it said my bank must raise a dispute as it was card fraud so NatWest was responsible. The bank said it was Wayfair's mistake and the firm must refund the money.
M. K., Barry, Vale of Glamorgan.
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