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Dell - Credit Card Fraud

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Ron of Buckeye, AZ (12/18/05):
I ordered a Dell computer for my business. I used my company's phone number and address and my wife's credit card. The order was placed over the phone, not on-line. This is the first and only time I used this combination of address and credit card.

I received the computer and soon after (approximately 2 weeks after the order was placed) I received a call, on my company phone line, wanting permission to ship articles to a different address than our billing address. I inquired as to what was purchased, they were hesitant to name what it was other than it was shoes. (It was towards Christmas and they did not want to give away any secrets).

I contacted my wife and she called the shoe company. She discovered that someone had obtained her credit card information and was trying to purchase over $375 worth of shoes.

Since the company called my business phone and referenced my wife's credit card, I knew exactly where the "leak" was from. I immediately called Dell thinking they would be glad to know they either had someone that hacked into their computer system and retrieved personal information or someone was stealing the information from the inside.

I was transferred many times. After asking to talk to a manager, I was placed on hold for more than 15 minutes and finally got in touch with a "manager/supervisor". This person told me that if my bank held an investigation and it turned out to come from Dell, they would investigate it.

I explained in great detail how I knew it came from Dell but they didn't want to hear it. I even offered the name and phone number of the person that took my call but they never requested it. They were determined that they did not have a problem. They told me that they would know if their system had been hacked so I told them then they must have employees that were dishonest and were using the information. They were not interested so, I politely told them as a business company, I would never buy anything from Dell Computers again because they do not believe their customers and are not interested in finding any problem within their ranks.

Damages: We had to cancel credit cards and issue fraud alerts to all the major credit reporting agencies, and get replacement cards issued.

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