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Wannabe Geek


Topic # 198727 20-Jul-2016 13:08
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I have been with flip off and on for the last four years and have had a fair share of grief over that time. The most recent is a case of my account being compromised by a vindictive ex girlfriend.. On two occasions she has managed to change my password and request iou's and $100 top ups in an attempt to hurt me financially.. I have requested the iou's be refunded each time but they refuse to do that.. since the data accumulates i just let it go.. the $100 top ups are paid by direct debit so i catch it before it leaves the bank and the payment is thankfully dishonered .. however there is a $20 charge each time this happens.. the first time the compromise happened with the $100 top up i had changed my password a few days earlier as my ex admitted she had gotten in and purchased an iou.. after changing my password i felt pretty safe but the account was compromised again anyway and neither myself or flip could shed any light on how this was done.. I just hoped it wouldn't happen again but deep down knew it could happen again given the lack of information from flip and knowledge that my password wasn't the issue.

 

In the last week the same thing happened.. the third iou purchased and a second $100 direct debit top up requested.. and again a dishonour fee from anz to cover the cancellation.. the financial issue isn't a huge amount but it's the secuirty compromise that i was really concerned with.. the last time it happened i spoke to someone on the phone at flip (very rare so was ecstatic!) and was told that my password had been reset through an email request.. not the email associated with the account but my ex's email address with her name attached to it (alarm bells should of sounded me thinks) and all she had to do was to quote three things to reset my password and take hold of my account with flip.. those three things were my name, address and date of birth and also the account number which would of been the toughest but given that she'd already sussed my password the first time she must've recorded the account number then.

 

So with these details these details she was able to reset my password and gain access to my account and cause financial grief.. after i realised this i asked flip if an extra layer of security could be added to my account.. maybe disable the iou or top up feature.. not possible they tell me.. i suggested a security question or phone text confirmation perhaps.. again not possible.. the best suggestion was to change my date of birth listed on my account.. i thought this was strange considering it's a fraudulant detail but at the lack of any other real suggestion i rolled with it and changed my birthdate listed with flip.. I feel confident now that my account will be safe but thought i'd contact flip anyway out of principal in an attempt for an admission that thier security could be tightened.. long story short after several emails to 'Bin' from Flip they accept no responsibility for relaxed security and offer no credit or financial assistance for the several unwanted iou's or dishonour fees i've had had to cover since this all started 6 weeks ago.

 

Adding insult to injury 'Bin' criticises the desperate decision for changing my d.o.b.. saying "you've provided us with an incorrect date of birth, which isn't even your birthday"(no really?) and "if we had to for whatever reason go through some process to genuinely verify your date of birth, we don't even have your correct d.o.b" well at this stage i'm pretty much depressed and realising this guy ,who somehow seems to answer most of my queries over the years with flip, is not only not helping me secure my account.. he is actively criticising the only attempt left open to me to secure my account.. this was a suggestion from another flip team member by the way.. so yeah hard work this bunch.. but what really bummed me out was today i got my bill.. it's usually $69.95 but with the latest iou they refuse to refund i was expecting to have it up to $89.95.. but no it's now at $119.95 lol no idea why.. the maximum iou is $30 for a month.. so even with that used the total would only be $99.95 at the most.. but no it's up to $119.95..

 

This morning i did the usual email query first thing this morning.. requested a phone call even.. nothing over four hours later.. and given the last email took 4 days to reply to i'm guessing the $119.00 will just be deducted from my account.. luckily i have enough in there a day before payday or else i'd have another dishonour fee from anz.. but yeah there's no mention or breakdown of the charges on the website.. and no one to talk to about this.. just days of waiting for my mate 'bin' to message me back with a depressing email telling me there's no help here.. 'binny bin bin' can't help me.. i'm not ruling out that the extra $30 is maybe a direct debit dishonour fee from thier side that 'bin' will inform me about in the most badly worded email yet.. thanks flip.. for all the poor service over the years and generally being unhelpful. Phildo2000 (way of the future)


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  Reply # 1595616 20-Jul-2016 13:26
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Holy block of ranting text batman. That's virtually unreadable. Try using sentences, punctuation, and paragraphs if you want someone to read this, though it looks like a candidate to be removed to me.





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Wannabe Geek


  Reply # 1595620 20-Jul-2016 13:36
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There we go.. some paragraphs.. was hoping for some kind of response beyond a critical grammer and punctuation.. oh well time is short on the ol' interweb.. only got time for smart remarks and the usual critical responses of grammer. power to you bud!(punctuation) yay!


 
 
 
 


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  Reply # 1595621 20-Jul-2016 13:42
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phildo2000:

 

There we go.. some paragraphs.. was hoping for some kind of response beyond a critical grammer and punctuation.. oh well time is short on the ol' interweb.. only got time for smart remarks and the usual critical responses of grammer. power to you bud!(punctuation) yay!

 

 

Your post was very, very difficult to read as it was, I didn't even try. Now that you've made it readable some may read it - I won't because of your follow-up comments.





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  Reply # 1595622 20-Jul-2016 13:43
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Don't feel hard done. Tim is right. If you want help then you have to work with us. Making it hard for people to read and understand is a step in not getting the feedback you need or want.

 

Now to read the post...





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  Reply # 1595624 20-Jul-2016 13:44
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Flip did nothing wrong here, you, and only you are responsible for your own account and keeping your information secure. She likely had access to your emails or something.

 

NEVER disclose passwords to anyone and always keep your information safe.





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  Reply # 1595625 20-Jul-2016 13:47
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with all this info, couldn't you take this to the police as a clear case of identity theft?

 

That should at least get her to stop.

 

 

 

and I agree, wall of text, hard to read.


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  Reply # 1595626 20-Jul-2016 13:48
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  • Change providers to someone your ex doesn't know
  • Have a serious talk to your ex or
  • Gather enough evidence and take your ex to police

As for account security, yes I agree companies could do better. In this case perhaps a set of user-defined challenge questions, or if paid by account a query on what bank account number is used (without the CSR ever handing out the account number - because that's what caused the whole Amazon/Apple debacle earlier last year).

 

As for my suggestions 2 and 3, seriously, this is a situation that will not be fixed until you fix it.

 

 





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  Reply # 1595629 20-Jul-2016 13:56
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It sounds like your ex-girlfriend has committed fraud and this is the core of your issues along with her being able to get hold of your password to start with. Please report this to the police who will present Flip with the appropriate warrant and the matter will be dealt with as appropriate. I will also discuss this internally (Flip is part of Vocus group) with the appropriate people, but clearly if you have someone willing to go to these lengths and you want something done about it reporting it to the police is the first and most appropriate step to take. If you PM me your account number I'll look into it.


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  Reply # 1595638 20-Jul-2016 14:00
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Hi OP,

 

Can you please PM me with some account details and we'll have a look into this for you.

 

Thanks, Quentin





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