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.
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