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5.8K Posts
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1357
September 29th, 2021 01:00
Phone calls asking for credit card Info
I had a recent cold phone call, from a person who knew my first name and the last 4 digits of my VISA card. He informed me my recent Dell order was cancelled, and required me to provide my full VISA number to remedy the process. Naturally I gave him no info. In my experience, I would never give a credit card number (or any personal info) under these circumstances. A subsequent email from the same source quoted me Order Numbers I did not recognize.
As it happens, I had made a phone purchase a day or two prior, so I visited the Dell Canada support website to track my order. Imagine my surprise when I saw my order had been cancelled. No reason given.
My VISA website informs me this purchase to Dell was processed and charged 4 days ago. No refund or cancelation of this charge has been made.
I have no idea if my purchase order was compromised. I have no doubt it was cancelled by Dell without explanation.
Posted just FYI.
bertro514
1 Rookie
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363 Posts
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September 29th, 2021 06:00
Any chance you got email confirmation of your order, which included those last 4 digits of your credit card? If that's the case, you might want to change your email password and enable 2-factor authentication. Either that or someone got their hands on your order confirmation some other way, or it's a (giant!) coincidence.
RoHe
10 Elder
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45.2K Posts
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September 30th, 2021 10:00
@joe53 -
You did good by not giving out any card info!
You probably should re-post this in Customer Care.
If you go to the Order Support page for Dell-Canada and put in those "unrecognized" order numbers, does it tell you anything about what was ordered and the intended shipping address? That might be informative for following up on what sounds like an attempted scam. ;o)
BTW: Are you sure your card was actually charged, or did Dell just put a hold on your account for the amount of your purchase?
EDIT: Check the full header for the email with those unrecognized orders. That might tell you if it actually originated from a Dell server or not...
joe53
2 Intern
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5.8K Posts
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October 1st, 2021 22:00
Thanks for the replies.
Update:
After an enormous amount of phone and email time expended, I was able to confirm that my order had indeed been cancelled by Dell for reasons I was never able to ascertain, other than "internal processes".
The phone call that requested my credit card number was indeed from a Dell representative (but what a terrible way to solve an internal Dell order mistake - a cold call from an unknown number, speaking with a foreign accent asking for credit card info).
I had to speak to probably a dozen Dell personnel, as my phone calls were bounced from pillar to post (each requesting the same personal info), endure the mandatory "on holds" with Musak, and explain my problem to each from the beginning. My problem is now likely resolved (to be confirmed once the order arrives).
In my considerable experience as a Dell customer for 2 decades, this problem was unique. But it highlights the need to resolve problems with vendors only via phone calls initiated by you.
Dosha
1 Message
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September 4th, 2022 12:00
EXACT same thing happened to me this week. After paid by online order, called and wanted my full card number. NO WAY would i give over the phone. Fee was pending for two days then removed from my account. Dell cancelled my order. Guess they don't want to sell laptops.