Complaint Review: walmart.com - Internet

A fraudulent order was placed thru my walmart.com account around midnight.  It was charged to my amex.  

I got immediate txt notification from amex of the charge as well as an email from Walmart.com confirming my order for 1 small item (worth $12) to be shipped to my home address and 2 x $45 (Email Delivery) Straight Talk Unlimited Text, Talk and Web Access 30-Day Service Card.

Tried logging into my account however website kept saying my account doesn not exist.  Also could not reset password as account no longer existed. Tried calling Walmart.com customer service however they are not open 24x7.  Called Amex and they could do nothing as the charge was only pending meaning walmart had run my amex for authorization only but had not charged it yet.

Next morning I spoke to walmart.com as soon as they opened for business. Customer service pulled up the order.  It was my name and address but not my email.  Appears my email was changed to **@aol.com.  Customer agent changed email back to mine and reset password.  Was then able to login and see past order history. Was also assured that order cancellation has been processed.  A note of concern was how easliy I was able to change my email back.  She only asked for my name and physical address!

An hour later I received cancellation for the physical item only. 2 hours later I received confirmation that the prepaid phone cards have been successfully emailed.

Again called walmart.com but got run around.  Was told it's up to their billing dept.  Then was told to get refund thru amex chargeback.  Had to watch my credit card charges everyday until charge showed up then filed for chargeback with amex.

Filed police report locally. Filed online complaint with BBB. Got call from Walmart.com 48 hrs later telling me correct procedure was for me to file for chargeback with amex so there would be a paper trail.  I insisted that this was not amex fault.  They then agreed to allow refund.  5 days later received credit back on amex. Amex also cancelled the chargeback which could have taken a month or more to resolve.

I have never had any issues with any other online store.  I do not believe my account was hacked nor was my credit card skimmed as there were no other fraudulent charges.

I believe that walmart.com itself was hacked based on the large number of recent online reports - all very similar - somehow your email address is changed then order placed for one small physical item purchased and any number of prepaid cards that can be emailed to the new email address.  

Some got lucky if their credit card credentials had already expired so the orders did not go thru.  Some had it worse if their walmart.com stored debit cards linked to their bank accounts.  You would have to go thru your bank to file a chargeback and they do not always side with the customer.

Anyone lucky (or unlucky) enough to read this report - may I suggest at minimum you should delete all saved shipping and credit  card information stored on your walmart.com account.

Once my BBB complaint was received I feel fortunate that $90 was credited back without any further hassle.  Walmart.com customer service were apologetic and did resolve it quickly at that time.