A number of consumers to the 21st century Network consumer complaints platform reflected

Recently, a number of consumers to the 21st century network consumer complaints platform, their own Dangdang account has been tampered with, gift card balance all stolen brush, the amount of stolen up to 8,000 yuan.

The problems reflected by these victims focus on: complaints are fruitless, too slow to deal with, and stolen money cannot be recovered.

To this Dangdang back to 21st century network, advised users to alarm, if the reason for when the order was not intercepted in time, the money has not been recovered, or the customer has been in the Security Center when all the binding settings, its account amount is still stolen, can be the first compensation.

User burst account stolen brushes: Golden Ring is not mine

Guangzhou's consumer, Miss Li, found on March 1 that the thousand-dollar balance of her own dangdang was stolen away.

Miss Li has three times to recharge the total price of 3000 gift cards. Being brushed away that day, Miss Li suddenly found that her account has a new order, the order shows is a value of 2596 yuan thousand gold ring, and the recipient's address is Hubei Wuhan, is a stranger.

Package has not yet shipped, Miss Li and Dangdang customer service communication, get the reply is Dangdang will contact the merchant interception package, can recover money, and will be within 24 hours to her reply.

Due to the requirements of Dangdang, she can not communicate directly with the platform business, also can not cancel the order, Sina Weibo on the @ Dangdang's public number also get no response, Miss Li can only hope that when the customer service as soon as possible to deal with the matter. But within 24 hours did not get any call back, she repeatedly telephone contact when the customer service, are replied to "complaints in the process."

March 3 10 o'clock in the evening, Miss Li was surprised to find that the merchant has given this strange address to the shipment, the next day the parcel was signed.

"Dangdang response mechanism is too slow, the user's complaints can not be followed up in time, even users to report accounts stolen, the request to freeze accounts, interception package can not do, in the capital transactions do not have a good security system and security management system. She said to the 21st century net.

Figure: Consumer stolen Brush order

Another Sina Weibo netizen from Beijing has been robbed of the name of the young Miao also have Miss Li the same trouble, she to 21st century network said, February 17 her gift card 300 yuan was stolen, the account verification mailbox, password, cell phone number has been tampered with, the other side with the balance to buy a mobile phone, the delivery address is Shenzhen.

We have a QQ group, the group has more than 80 gift cards stolen victims, stolen money from hundreds of to thousands of dollars, the highest was stolen more than 8,000 yuan. We to Dangdang customer service complaints, their response is to the police, please wait patiently. But so far no one has recovered the stolen money. ”

She presented a form to the 21st century network, which details the details of 23 stolen users, including the original registered mailboxes and modified mailboxes, stolen amounts, the incident time, stolen details, courier number and so on. The stolen amount of up to 3200 yuan, the time of the crime was concentrated in the last December to this February, the delivery address is concentrated in Wuhan city, Hubei Province, other also include Shenzhen, Tianjin, Qingdao, Shandong, Hunan Shaoyang and so on.

In 2012, Dangdang, Jingdong, a shop and other electric dealers also concentrated on the outbreak of gift card theft brush incident, the same way, mainly because of the January CSDN website tens of millions of user password was exploded, outlaws in several electric dealers trial, with the balance of theft shopping.

According to the above table, a consumer who was robbed of a gift card in January 2012 has not yet recovered any compensation. Criminal suspects steal 200 yuan, and another through the payment of treasure plus ternary, buy two barrels of oil, until now there is no case.

Last December, Zhongxiaoxie released the "Information Consumption and Security Research report", the Internet complaints ranked fourth in the service category, each year about a number of complaints received. The most worrying is the disclosure of personal information, the payment of fraud and the theft of computer accounts.

According to the report, in the network shopping platform, the consumer to provide the purchase information the most dissatisfied reason mainly concentrates in the false product information Overmuch, the product description is not clear, is not comprehensive, exaggerates the description and the kind does not match. After the general low satisfaction degree of the electric quotient, the Amazon, Xun net is relatively high, Taobao, Dangdang is low.

Dangdang: Loss can be compensated first

Dangdang Public relations Responsible person in the 21st Century network interview, said, "the loss of consumers we will pay in full, the last few days customer service has received a focus on the account is stolen, we think this is gang theft." ”

Miss Li is Dangdang in recent days to accept the third stolen complaints, after verification and communication, Dangdang has paid her all the money stolen.

For customer complaints did not get back within 24 hours, Dangdang made a public apology, "Dangdang received similar complaints will be the first time to verify, and quickly take relevant measures." Unobstructed case is 24 hours to the user reply, because the account money was embezzled belong to a more special situation, our internal management also carried out a special investigation and analysis, may not in the process of timely feedback to consumers, to this, we apologize to consumers. ”

The official said that for similar accounts stolen incidents consumers have the following solutions:

Found that the account was stolen, and orders are not delivered in the case: We recommend that the user immediately call when the Customer service center for the record, if the Customer Service Center order interception success, will be the order of goods returned to the user;

Found that the account was stolen, and the order has been delivered to the situation: will remind users to immediately report to the local public relations authorities, police cracked cases and property recovery, the goods can be returned to the customer. If the customer discovers the account is stolen in time, if because when the reason order did not intercept in time, the money did not recover, may advance the compensation.

In addition, the customer has been in the Security Center when all the binding settings, the account amount is still stolen, because the customer has done under the existing conditions of the greatest protection of their own interests, after verification, can carry out the first compensation, the police involved in order after the case of goods owned by Dangdang.

"Dangdang plan in 2014 through a series of technical means to improve the security of user accounts, such as the adjustment of Security Center binding logic, the use of balance/gift cards, strengthen the certification management, to the physical goods of the Order address for the decision to enter the human trial and so on." said the person in charge.

How does the electric dealer establish the mature anti-theft system?

360 company safety expert Anyan to 21st century net to say, the electric merchant website pilfer number industry chain divides into "drag storehouse", "sweep number" and fence three main link.

"Drag library" refers to the hacker attacks the website loophole, steals contains the user registers the mailbox and the password database. For example, previous csdn, Tianya, such as multiple site users password library leaks.

"Sweep" refers to the hackers to aggregate the database, specifically for the well-known electronic web site automated Bulk login. If users use the same registered mailboxes and passwords on different sites, once a Web site is hacked, all accounts of that user are at risk of theft;

The hacker's means include the consumer account balance, intercept the goods, collect the victim's telephone number, address and other personal data, and conduct fraudulent activities.

"In the CSDN and other sites" leak door "broke out, the online public registered mailbox and password reached hundreds of billion, and the actual size of the hacker gang database can be far more than this number. "Anyan said.

Then how should the electric business website and the consumer strengthen the network information security guard?

Anyan suggested that "the important database of the Electronic business site should be encrypted to protect, the hacker to reduce the risk of the database to the minimum, the establishment of a sophisticated system of anti-theft, to monitor and prevent hackers to automatically log on to the bulk of the number of thieves." ”

Jinshan Poison fighter Engineer Tiejun added that the company should form a professional security team, joint third-party security companies to protect the security of the site. The system prevents unauthorized employees from improperly carrying copies of user data.

At the same time, he suggested that individual users should manage the classification of commonly used Internet services, separating important and general services.

Important services, such as work mailbox, private key mailbox, Taobao, Alipay, net, or other online shopping services. You must ensure that a service password is not mixed.

General services, as far as possible using QQ or micro-blog authorization to login, or a common password will not have great harm in this service, as far as possible to hide their personal information.

China Internet Association Credit Evaluation Center Legal Advisor Zhao Occupation has openly stated that at present, our country is still lack of special protection of the personal information of citizens of the law, consumer privacy is difficult to obtain effective legal protection. It's hard to prove how much you lost if you can't prove how personal information leaks. Government agencies are involved in the current monitoring of more social reporting.

Zhao occupation for this proposal, to serious violations of consumer personal information infringement, consumers can request the consumer association to bring public interest litigation.