Zara Ignored My Hacked Account and Fraud Complaint
On September 29, 2025, my Zara app account was hacked, and unauthorized purchases totaling 17,000 TL were made with my card. After the incident, I contacted Zara customer service, but I was repeatedly redirected to different representatives on WhatsApp and received no real assistance.
I had to contact my bank to cancel my card, and fortunately, the bank processed a refund for the fraudulent charges. However, I was unable to log into my Zara app from 12 p.m. until September 30, 2025, when I finally regained access.
I strongly believe this incident occurred due to a security vulnerability in the Zara application. Throughout this process, Zara showed no understanding or willingness to provide a solution for my case.
I expect Zara to publicly clarify the security measures in place to prevent such incidents, ensure stronger protection for users, and offer compensation for the hardship I experienced.
After speaking with the customer representative, I received a response like the one in the image I shared. You can see that they did not show any care regarding the issue.
