Shopee security and data privacy issue

[gheehong]

Quick update:
I am raising a complaint to the PDPC on their practice since the relevant team is not willing to talk to me. If you have encountered similar issue before, please PM me as PDPC wants to know the info. Thanks.


Hi, recently I am using the Shopee app and got kicked out while trying to collect vouchers. Shopee ban my device and account. Shopee mentioned my account is restricted due to unusual activity dected by their system. To unlock my account, Shoppe insists that I provide the following:

1. Username or phone number registered with Shopee
2. Screenshot of the error message
3. A phone bill, credit card statement, utility bill, or identity card that shows your full name and address

I have a problem with item 3 and raised a Support case. I asked the following
1) I ask them what are the unusual activites since I am using the app as a legit user and a legit device. I am concern that the app behave erratically and expose my personal data. But I told them it is likely an application bug since when I was collecting voucher, the app didn't response, so I pressed multiple times and then suddenly got kicked me out.

2) I said I am not comfortable to provide the phone bill or credit card statements or identity card since the data will be recorded in the email system. Also I do not know have access to it and how they are going to use these info. Also I do not recall I jave to provide a name or address tonuse the app. Anyway I offered to go down on site face to face to provide these information.

3) I also asked them why Shopee need item 3 as these information are not collected during registation and usage.

The customer service manager said she has taken down all my concerns and will get back after 24-48 hours of investigation. And 48 hours, she gave the same answer as the first email. None of my concerns above are addressed at all. They also did not investigate the app problem but investigate my account usage.

I have some money stuck in the Shopee Wallet and some of my Shopee vouchers are expiring. I even have to use my wife account to call Shopee since only a login user can make a 'voice' call to Shopee support.

May I know who can I approach to solve this concern issue? Is there a government authority whom can look into this Shopee practice?

Thanks in advance for any advice.

 

[twodragon]

Has EDMW becomes a helpdesk? why not u go linkedin stalk those shopee SWE then ask them.....

 

[shikoto]

Deh, if you use ShopeePay, they already have your details. You giving them the info is just for confirmation, not sure what you're so scared of, considering the average person's info on the dark web is worth cents.

 

[Apparatus]

Just open a new account lah.

I had a bad experience too. An error on my part. Old account very difficult to get it to make alive so just opened a new account sua lah

 

[Level42]

If it were me, I would email PDPA to ask about #3.

 

[kan-kon]

Hi, recently I am using the Shopee app and got kicked out while trying to collect vouchers. Shopee ban my device and account. Shopee mentioned my account is restricted due to unusual activity dected by their system. To unlock my account, Shoppe insists that I provide the following:

1. Username or phone number registered with Shopee
2. Screenshot of the error message
3. A phone bill, credit card statement, utility bill, or identity card that shows your full name and address

I have a problem with item 3 and make a Support case. I asked the following
1) I ask them what are the unusual activites since I am using the app as a legit user and a legit device. I told them it is likely an application bug since when I was collecting voucher, the app didn't response and then suddenly kicked me out.
2) I also asked I am not comfortable to provide the phone bill or credit card statements or identity card since the data will be recorded in the email system. Also I do not know have access to it and how they are going to use these info. So I offered to go down on site face to face to provide these information.
3) I also asked them why Shopee need item 3 as these information are not collected during registation and usage.

The customer service manager said she has taken down all my concerns and will get back after 24-48 hours of investigation. And 48 hours, she gave the same answer as the first email. None of my concerns above are addressed at all.

I have some money stuck in the Shopee Wallet and some of my Shopee vouchers are expiring. I even have to use my wife account to call Shopee since only a login user can make a 'voice' call to Shopee support.

May I know who can I approach to solve this concern issue? Is thre a government authority whom can look into this Shopee practice?

Thanks in advance for any advice.

any given reason, why they don't allow you to come down to their office?

 

[footi3]

sounds like fraud measure kicked in

 

[gheehong]

Hi Guys, thanks those who provided positive responses. I ran out of avenue for help and that is why I am seeking advice here. I thought this is a wonderful forum and I feel my issue about data privacy and security is real and affect wider audiences.

So on item number 1 which they detected unusual activities from my account and device. As I said, I am legitly using the Shopee app. Now this app is creating unusual activities on their system. I am super concern what this app has done to generate unusual activities. Is it possible that this app could be collecting some personal data and send to somewhere else where their backend detected as unusual activities? Or whether this app is doing something it is not designed to do or someone sneak in some fishy code to do rouge stuff? You see, this is my concern which I think will be your concern.

Unfortunately they never investigate this and just investigate me. For your info, They have run background check on all my Shopee activities, likely hoping that somehow I violate one of their small print policies and be petty about it!

Anyway, please pour in more of you advice so that we can protect outselves and not get bullied by these large organization!

 

[gheehong]

Deh, if you use ShopeePay, they already have your details. You giving them the info is just for confirmation, not sure what you're so scared of, considering the average person's info on the dark web is worth cents.

The point is you don't need to provide these details to use Shopee Pay. I am afraid that my credit card details get leaked and all my private info as it is accessible by a human and you don't know who they are. Likely those foreigners since most of their employees are not Singaporean. Also, why didn't they investigate their app on generating unusual activities? Why assume the fault is with me and keep asking me to provide my personal info? I don't know, maybe that is some plot behind this?

 

[gheehong]

Has EDMW becomes a helpdesk? why not u go linkedin stalk those shopee SWE then ask them.....

Because I thought you guys are resourceful and seek advice. I don't think it is okay to disturb other non-relevant Shopee staffs. I am really facing a data privacy concern and security concern here which I am seeking advice.

 

[gheehong]

sounds like fraud measure kicked in

Wow, you are probably right. But why investigate me instead of investigate the app? Maybe the app is generating unusual activities which trigger the fraud detection, worst is really doing some fraud stuff without our notice? This is what I am concern of and they just ignore this concern.

Even though I download the Shopee app from Google playstore, I knew some scam or virus app manage to sneak into playstore and google had to remove them after security expert feedback. I cannot remember which popular shopping app also has got detected a virus recently. So we not rule out there is a possibility of such with the fraud team knowledge.

 

[woonwoonjiakbeehoon]

are u using vpn?

 

[purplewave]

go rant somewhere else

 

[gheehong]

Just open a new account lah.

I had a bad experience too. An error on my part. Old account very difficult to get it to make alive so just opened a new account sua lah

That is the thing. There must be a government organization to regulate these big companies, else we will be all bullied by their unfair terms and conditions. Of you read their app, it says if you do not agree to provide any information requested, please do not use their app. It is so arrogance. They even highlight it in Full Caps.


1.5 Shopee reserves the right to refuse to provide you access to the Site or Services or to allow you to open an Account for any reason.BY USING SHOPEE SERVICES OR OPENING AN ACCOUNT, YOU GIVE YOUR IRREVOCABLE ACCEPTANCE OF AND CONSENT TO THE TERMS OF THIS AGREEMENT, INCLUDING THOSE ADDITIONAL TERMS AND CONDITIONS AND POLICIES REFERENCED HEREIN ,
...
By using the Services or providing information on the Site, youi) consent to Shopee's collection, use, disclosure and/or processing of your Content, personal data and User Information as described in the Privacy Policy;

 

[Apparatus]

That is the thing. There must be a government organization to regulate these big companies, else we will be all bullied by their unfair terms and conditions. Of you read their app, it says if you do not agree to provide any information requested, please do not use their app. It is so arrogance. They even highlight it in Full Caps.


1.5 Shopee reserves the right to refuse to provide you access to the Site or Services or to allow you to open an Account for any reason.BY USING SHOPEE SERVICES OR OPENING AN ACCOUNT, YOU GIVE YOUR IRREVOCABLE ACCEPTANCE OF AND CONSENT TO THE TERMS OF THIS AGREEMENT, INCLUDING THOSE ADDITIONAL TERMS AND CONDITIONS AND POLICIES REFERENCED HEREIN ,
...
By using the Services or providing information on the Site, youi) consent to Shopee's collection, use, disclosure and/or processing of your Content, personal data and User Information as described in the Privacy Policy;

If you want to buy from Shopee just buy otherwise go to other online sites

 

[wongminmin]

huh? just provide the requested documents. these are common practices to prove legit users.

When u used their platform, u need to abide their terms.
if not happy, then don't use.


simi privacy.... ur personal data is stored on servers or everywhere u registered e.g hwz. lol p r i v a c y......

 

[gheehong]

If you want to buy from Shopee just buy otherwise go to other online sites

The problem is my money is Shopee Pay Wallet is stuck with Shopee.

For those who have money in Shopee Pay, I suggest you take it out and just link a you trip card or any card that can be disposed. I never think this kind of issue will happen to me as I have been an active and happy Shopee users for the past few years. Now I totally lose confidence of the app and the way their Support works.

 

[gheehong]

huh? just provide the requested documents. these are common practices to prove legit users.

When u used their platform, u need to abide their terms.
if not happy, then don't use.


simi privacy.... ur personal data is stored on servers or everywhere u registered e.g hwz. lol p r i v a c y......

But I never provide my credit card address or NRIC to them before. Why they are requesting it now?

 

[wongminmin]

But I never provide my credit card address or NRIC to them before. Why they are requesting it now?

how i know what u do..... that triggered as suspicious activities.....

 

[gheehong]

how i know what u do..... that triggered as suspicious activities.....

Just clicking on a unresponsive voucher multiple times.