My N11 Account Was Hacked and Unauthorized Purchases Were Made Despite My Efforts

Dear N11 Authorities,

On 27.08.2024, I discovered that my N11 account had been hacked without my permission. Two unauthorized purchases were made using my Masterpass card linked to my account under order number 209712377638. I immediately contacted your customer service and reported the situation. Following the guidance of your customer representative, I took the necessary steps to cancel the orders. While the order I placed with the Markacix store was canceled, unfortunately, the order I placed with the DeFacto store was not. Visual evidence related to this situation (G1 and G2) is attached. Despite notifying the DeFacto store, I was told that I needed to contact N11 customer service to resolve the issue.

Even though I changed my password to secure my account, unauthorized access continues. Even personal information in my account, such as my date of birth, has been changed. Visual evidence related to this situation (G3) is attached. I have suffered significant grievance due to security vulnerabilities in the N11 system. It is unacceptable that my account was so easily compromised, especially since there are no additional security measures (such as SMS verification) for login processes outside the mobile application. Despite the promise from your customer representative that "they would get back to me," I have received no response, and my request to temporarily freeze my account has also not been fulfilled.

In light of this, I would like to present the following requests to address my grievance and secure my account.