Shopee security and data privacy issue

[wongminmin]

Just clicking on a unresponsive voucher multiple times.

this is what u think...... they won't tell u the exact reason for the ban.

certainly something triggered their system. So if u want it back, u need to provide the documents for the cso to proceed/escalate to their fraud team. Giving the requested documents, doesn't guarantee u will get ur account back.

 

[TimsTom]

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.

TS, can u show a screenshot of that email sender? Are u sure the person asking for the bill with ur address on is a real shopee staff? The email might be phising u

 

[hctawsgs]

Is there a government authority whom can look into this Shopee practice?

Shopee locked your account because of suspicious activities.....and you refuse to provide No 3 to verify your account......then you want gov to look into your case..... .........Is your surname Lee and last name Loong?

 

[turtle2018]

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



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

.

Empathize with your situation.

My view is: does not matter why your ac was suspended. It could be you clicked too many times on vouchers, it could also be someone trying to hack into your Shopee a/c, etc.

Think from Shopee's angle, they need to verify you are the rightful owner before they unlock your a/c, correct?
I guess they need docu proof of your name & address - to be sure that you are not a scammer that try to recover the a/c after accidentally triggering the locking of a/c.

If I were you, I would just provide the info (maybe phone bill) & recover the a/c.
If I am uncomfortable with Shopee, I'll then use the Shopee Pay bal. & vouchers, & close the a/c.

Anyway, you raised a very good point - when your Shopee a/c/ App is suspended & you cannot log in, how to contact the legitimate Shopee dept for follow-up? For bank a/c, they have hotlines to call, but for Shopee?

 

[turtle2018]

TS, can u show a screenshot of that email sender? Are u sure the person asking for the bill with ur address on is a real shopee staff? The email might be phising u

Good point - must always be vigilant before providing any sensitive info.

In TS's case, he used his wife's Shopee AC to live chat with Shopee, & (I assumed) Shopee followed up with e-mail/ case ID. So, likely to be legitimate, but yes, still have to check carefully the e-mail sender's id to be sure that one is dealing with the legitimate Shopee staff, & not a scammer.

 

[gheehong]

Hi, thanks all for the suggestions. I can easily provide what they have requested. But how does it help? I have never provide my address or NRIC or credit card info to them. And it seems the whole support team will have access my personal information, which is my concern of the PDPA. So I think their policy and process have violated the PDPA. And as you suggested, they are only probably going to look into the issue after getting my personal data and no guarantee to help, especially even so after my complaint.

As for my outstanding Shopee Wallet balance, there is no way to utilize it now. For that, I will likely make a police report liao.

 

[alex22]

Isit suddenly send in money alot of times then cash out to bank repeatedly

 

[singsangsong]

Reply to Shopee's email saying that you will be writing to PDPC to make an official complaint, then actually go to write to PDPC.

Also, formally request for Shopee to release whatever money you have in your ShopeePay wallet as it rightfully belongs to you, they have no right to unilaterally block you from taking it back. If they continue to block you from your own money, file an online police report and provide them the report reference number.

Essentially, make things difficult for them since they already make things difficult for you. Time and effort is required on your end though.

Nevertheless, you should still consider this account gone given that you do not want to provide the requested documents.

 

[singsangsong]

Hi, thanks all for the suggestions. I can easily provide what they have requested. But how does it help? I have never provide my address or NRIC or credit card info to them. And it seems the whole support team will have access my personal information, which is my concern of the PDPA. So I think their policy and process have violated the PDPA. And as you suggested, they are only probably going to look into the issue after getting my personal data and no guarantee to help, especially even so after my complaint.

As for my outstanding Shopee Wallet balance, there is no way to utilize it now. For that, I will likely make a police report liao.

Reply to Shopee's email saying that you will be writing to PDPC to make an official complaint, then actually go to write to PDPC. e-Commerce does not fall into the categories where one has to provide identity documents to utilize the services provided. This is especially when you have been using the account fine all these while, and you even have real money now trapped within their system due to their unilateral blocking without any valid reasons.

Also, formally request for Shopee via email to for them release whatever money you have in your ShopeePay wallet as it rightfully belongs to you, as you had topped up the wallet with your own real-life money previously. If they continue to block you from your own money, file an online police report and provide them the report reference number. You may also want to consider enquiring with MAS on whether they have any opinions on this matter.

Essentially, make things difficult for Shopee since they already make things difficult for you, no need to be kind to them. Time and effort is required on your end though.

Nevertheless, you should still consider this Shopee account gone, given that you do not want to provide the requested identity documents in the first place.

 

[buttbERry]

best to sort it out with the platform

 

[chewbackup01]

Shopee is a scam. Your money can get stuck inside. Their support team just quote their crap polices assume they are above the authority.

 

[Monstruo^]

Hi, thanks all for the suggestions. I can easily provide what they have requested. But how does it help? I have never provide my address or NRIC or credit card info to them. And it seems the whole support team will have access my personal information, which is my concern of the PDPA. So I think their policy and process have violated the PDPA. And as you suggested, they are only probably going to look into the issue after getting my personal data and no guarantee to help, especially even so after my complaint.

As for my outstanding Shopee Wallet balance, there is no way to utilize it now. For that, I will likely make a police report liao.

When you buy things online, wouldn’t you provide your address liao in the app? When you pay online, your credit card details are also there.

 

[leonaheidern]

Shopee is a scam. Your money can get stuck inside. Their support team just quote their crap polices assume they are above the authority.

ya unless you use their maribank or something there isn't really a impetus to provide your personal info as part of a financial institution.

also finding their variety and prices being crappy compared to Lazada or AliExpress for the few things I am looking to buy.



Read HWZ Forum Rules!

 

[gheehong]

Reply to Shopee's email saying that you will be writing to PDPC to make an official complaint, then actually go to write to PDPC. e-Commerce does not fall into the categories where one has to provide identity documents to utilize the services provided. This is especially when you have been using the account fine all these while, and you even have real money now trapped within their system due to their unilateral blocking without any valid reasons.

Also, formally request for Shopee via email to for them release whatever money you have in your ShopeePay wallet as it rightfully belongs to you, as you had topped up the wallet with your own real-life money previously. If they continue to block you from your own money, file an online police report and provide them the report reference number. You may also want to consider enquiring with MAS on whether they have any opinions on this matter.

Essentially, make things difficult for Shopee since they already make things difficult for you, no need to be kind to them. Time and effort is required on your end though.

Nevertheless, you should still consider this Shopee account gone, given that you do not want to provide the requested identity documents in the first place.

Thanks for the great advice. The support will get back to me on Monday. If my issue is not resolved, I will follow your approach here and bring up to the authority you mentioned here.

 

[gheehong]

Guys, some update here. They need my photo ID in order to process my 'appeal' of the ban. Shopee state confidentiality on the question what unusual activities does the app generate and what community polices was violated.

I am waiting 10 days to pass so that I can officially raise 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.

 

[gheehong]

Just an update, Shopee unbanned my account. Waiting for them to unban my device to decide my next action.

 

[blackie83]

You not happy can go Lazada. Now Taobao got English don’t need support them Liao.

 

[randoming]

Guys, some update here. They need my photo ID in order to process my 'appeal' of the ban. Shopee state confidentiality on the question what unusual activities does the app generate and what community polices was violated.

I am waiting 10 days to pass so that I can officially raise 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.

Hello! I just faced this issue yesterday, got banned for no reason and being asked to provide NRIC / bank statement. Can I understand what happened to your account eventually? I am now thinking of deleting my shopee account although it is a gold member account and I’ve been using it for 5 years. Also have a few hundred coins inside which will go to waste which shopee will “earn back” - that I am not happy about.

Sorry not sure how to pm u, as I don’t use this platform often

 

[SaberSkeet]

You got to hit a quota of 10 posts minimum, before you can send PMs to members.

 

[gheehong]

Eventually they admitted they should not ask for NRIC after I threaten to complain to IMDA and data privacy authority. Took me super long time to resolve. Had to talk to their so call executive management person. They still did not answer some of my questions like what exactly I did that cause the ban. Well, I seldom use Shopee nowadays. If it happened to me again, I will straight away write to IMDA and data privacy aithority. Let the authorities settle with them.