Zara Ignoring Unauthorized Transaction Case—Need Refund

On November 22, my card information was stolen and used to make an unauthorized purchase of $156 USD through Zara’s online store via iyzico. The approval code shown on the transaction slip is 722408. I did not place any order, nor did I give any consent for this payment.

As soon as I noticed the unauthorized charge, I immediately contacted both Zara and my bank the same day to report that my card had been compromised and that this transaction did not belong to me. Despite this, for the past ten days Zara has only been sending template responses such as “Your case is under review,” without providing any real information about the status of the investigation. All communication is limited to WhatsApp; there is no phone number to call or an actual representative I can speak to. Even though I have repeatedly requested detailed information, I receive the same copy-and-paste replies every time.

Zara has also refused to tell me to whom or to which address the product or shipment was delivered. As a result, the item purchased with the unauthorized charge was effectively delivered to the cybercriminal, while I was left completely unprotected, and Zara’s lack of transparency and inaction makes it seem as though they are indirectly enabling the situation.

I demand an immediate refund of the full unauthorized $156 USD charge, the cancellation of the related order, and a clear explanation and apology for the lack of support, transparency, and resolution throughout this process.