TITUSVILLE, Fla — Someone hacked the Walmart account of a Brevard County customer, Colleen German. It left her on the hook for more than $2,000 worth of groceries.
“And it’s kind of frustrating to know that we’ve been a loyal customer to them and they won’t help us,” German said.
She claims she even reported the fraud to Walmart before the order was picked-up and Walmart didn’t stop it. So, she turned to Action 9 for help.
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German told Action 9 Consumer Investigator Jeff Deal she received a temporary credit from her credit card company, but said the credit was removed when Walmart let them know the order was picked up by someone with the correct barcode on their phone.
On the Walmart app, it’s easy to place an order for pick-up.
Once you approve the order, workers will grab your groceries. When it’s time to pick the order up, they bring it to your car.
Colleen German said, “We used it every week, we never had a problem until this time.”
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According to Colleen German, what happened this time, was her account got hacked, someone changed the phone number on the account and made two orders. Those orders totaled more than $2,000 all for groceries. She got an email showing it was for pick-up at a store in Hialeah which is about a three-hour drive from her regular store in Titusville.
“I immediately called Walmart fraud department and told them they were not mine. Please stop the orders before they were picked up to prevent anything from happening,” she said.
German said Walmart assured her they would stop the orders. So, she was a bit surprised when she received some follow-up emails.
“Maybe 45 minutes later, I received two more emails saying thank you for picking up your order,” she explained.
Someone named Isael Ogando was listed as the pick-up person. Colleen German said Walmart told her to just dispute the charges with her credit card company as fraud. After she did that, she initially received a temporary account credit. She said it was later reversed after Walmart let her card company know someone with a proper bar code picked up the orders. Despite several more calls and emails she was left on the hook for the $2,000.
“We don’t have $2,000 just to fork out, you know? This is a hardship for us,” she said.
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But after Action 9 contacted Walmart, the company took another look and let her know it has now marked these orders as fraudulent and told her to file another dispute with her credit card company.
German said, “I just really want my money back. That’s it, you know?”
With Walmart flagging it as fraud in their system, Action 9 expected her dispute would be approved for a refund quickly, but so far that hasn’t happened.
After the story aired on television, German’s credit card company, American Express, sent her notice that her claim had been closed with no refund.
Action 9 reached to American Express for an explanation. The company said it would look into it.
Walmart has not answered specific questions about this incident, but after the story ran on television, a spokesperson sent this statement:
We care about our customers, and we are committed to helping prevent fraud and working with law enforcement to hold bad actors accountable.
September 4, 2026 UPDATE: Colleen German let the Action 9 team know she received a credit back on her American Express account for the full amount.
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