Uber Eats failed to deliver following a £19,000 scam

I run a pizzeria on a high street with my wife and have been the victim of a major fraud using delivery platform Uber Eats where £19,000 of our income was diverted to a rogue account.

I have tried to resolve this through the company's customer service, but have only been met with frustration and incompetence. We are open for almost 10 years, but I'm worried that we will have to close.

It happened earlier this year when my wife was seriously ill. I just noticed that our Uber Eats payments in March inexplicably stopped.

When I contacted the company, I discovered that someone had accessed our account and transferred our earnings to "Jason" at Santander. I don't know how it happened. Uber Eats said I was let down by a scammer and refused to refund my money. When you contact Uber Eats about this scam, it rejects you and says, "We're sorry you've been the target of a phishing scam."

The company said merchants must take "appropriate steps" to protect their login credentials, verification codes and other sensitive information and sign that they "will not compensate you for this phishing scam." Fraud is a kind of danger that exists forever. Cheating on some information provides information called "Internet fishing". You may receive an email claiming to be from your bank or a social networking site. They often contain a link to a fake website that looks like a real website. When you log in it sends your username and password to someone who will use it to access your real accounts and steal your money.

It is hard to know what really happened here, not least because as far as you are concerned Uber Eats made no effort to get to the bottom of it. You are adamant you did not fall for a scam and the account was hacked another way.

We asked Uber Eats to look at your case, and while it was not forthcoming on the details – you were desperate enough to threaten legal action – the missing £19,000 has been credited to your account. It only told us, "We encourage all partners to keep their account information secure at all times to prevent unauthorized access."