Internet fraud
PostNL is aware that fraudsters use PostNL’s identity on websites and in e-mail messages to mislead Internet shoppers. The fraudulent communications typically concern a request advance wire transfer of money to pay for goods ordered on the Internet, before the goods will be allegedly shipped by PostNL. Or it concerns messages that request an advance payment before the release of a fraudulent lottery prize.
We advise all customers to beware of such requests for advance on-line payments and emphasise that the existence of a consignment note number (or tracking number) is not necessarily proof that a consignment is in the custody or control of PostNL.
If you are in any doubt as to the authenticity of any PostNL communication or whether PostNL is in fact delivering a shipment intended for you, please contact the PostNL customer service department in your country on telephone number.
PostNL does everything reasonable in its power to prevent these scams from happening. Our customer service, security and legal departments are working closely together to inform our customers of these scams and take them down. Furthermore, we cooperate with national and international organisations to help prevent these scams (including governments, Western Union, and eBay).
What to do if you think you have been a victim
In order to close down the fraudulent website or e-mail address as soon as possible, and hence prevent any further scams, we ask you to forward the fraudulent e-mail message to [...]. Please be informed that you will not receive a reply after you have forwarded the e-mail message.
Further, we advise you to report the case with the local police. There have been instances that have actually led to arrests.
The information which you forward is passed on to our [...] department. This then uses the information to formally approach the company that hosts the fraudulent website or e-mail address. We have developed good relationships with most major Internet services providers (ISP), including Microsoft, Yahoo and AOL. Once PostNL sends the ISPs the paperwork, action is normally taken within 24 to 48 hours.
For further advice and information we refer you to the following organisations:
e-Auction or Internet-related matters
If you have conducted Internet purchase transactions using eBay, we recommend that you review the information provided by the eBay Security Centre concerning the use of payment services. Western Union also provides guidance on consumer fraud awareness, which can be found on its global website.
Additional information on Internet-based fraud is available via the Federal Trade Commission.
e-Lottery-related matters
If you have been requested to forward an advance payment in order to collect fraudulent lottery winnings or incidents of a similar nature, guidance can be obtained from the following website http://www.fraudwatchinternational.com/internet/lottery.shtml
General Information
UK (& Europe)
Consumer Direct is the government-funded telephone and online service offering information and advice on consumer issues (with the Office of Fair Trading and Local Authority Trading Standards Services). They provide guidance, advice and reporting services, which are available at www.consumerdirect.gov.uk.
The UK Office of Fair Trading has a website offering guidance and awareness at www.oft.gov.uk
USA
In the USA, the national Fraud Information Center and Internet Fraudwatch Program maintains a website dedicated to the reporting of fraud, and has specific information concerning Internet-based fraud. This is available at www.fraud.org/internet/intinfo.htm and www.fraud.org.
How PostNL combats fraud
Customers receiving fraudulent communication are asked to forward as much information as possible. This information is passed on to our […] department, which gathers whatever evidence is available. Post NL then uses the information to formally approach the company that hosts the fraudulent website or e-mail address.
Over the past two years there has been a focused effort to inform and educate all customer service staff of the e-crime problems facing PostNL. These internal platforms and documents have been successful at raising the awareness of e-crime within the company.
Contact Online Communications
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