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for seven consecutive days, the hello app deducted 21 payments totaling more than 3,000 yuan in the early hours of the morning through the password-free payment method. hello responded that it had verified that the passengers provided the "car owner" with the order account and mobile phone unbinding verification code, which led to the account being stolen and the order deduction. hello has reported the case to the public security authorities.

on september 11, zhang min (pseudonym) from shanghai reported to the paper's public interactive platform "service pai" (https://tousu.thepaper.cn) that on august 21 this year, he accidentally discovered that from august 15 to august 21, the hello app would generate three fees within just a few minutes every morning, and all three fees were deducted through alipay's "password-free payment" method.

zhang min checked his alipay bill and found that in the seven days from august 15 to august 21, he was charged 21 fees totaling more than 3,000 yuan.

deduction records provided by zhang min. all pictures in this article are provided by the interviewees

the screenshot of the deduction he sent to the paper showed that at 23:51 on august 15, 195.2 yuan was deducted for "transportation" and "hello fares", and the system showed "automatic deduction successful". a "bill details" on august 18 showed that the automatic deduction method was "hello travel password-free payment" and the recipient was "shanghai hello puhui technology co., ltd."

the multiple screenshots of deductions he sent were similar to the aforementioned screenshots. the deductions were all made in the early morning hours, except that some were 149.2 yuan, and some were 199.2 yuan. all deductions were over 100 yuan, with the highest being 199.3 yuan.

details of a deduction record of zhang min on august 18

zhang min said that he had not placed these orders. after discovering that he had been deducted money for no apparent reason, he quickly unlinked his alipay and bank cards to stop the deductions.

according to his recollection, he had initiated a ride-sharing order on the hello app on august 15, and a "car owner" contacted him and asked him to tell him the verification code. after zhang min sent the verification code, the "car owner" did not accept the order. later, another "car owner" accepted the order and completed the ride-sharing order.

zhang min said that after he posted his experience on the social platform, many netizens found him and said that they also had the experience of inexplicable deductions on the hello app.

on the morning of september 12, li hao (pseudonym) from loudi, hunan, also told reporters that his experience was very similar to zhang min's. he placed a ride-sharing order on the hello app on august 20, and then someone claiming to be the "owner" asked him for a verification code, but the "owner" did not accept the order. in the early hours of august 20 and 21, he was deducted 9 times and lost more than 1,000 yuan. on august 21, he turned off the password-free payment and was no longer deducted.

zhang min once contacted hello's customer service staff to ask why he was inexplicably deducted 21 fees, but did not receive an effective response. he hopes that hello can return the money that was previously deducted. in addition, he believes that there are security loopholes in the hello system and hopes that the other party can give a reasonable explanation.

on the morning of september 12, hello staff responded that after learning about the incident, the company has started to verify it. after preliminary verification, the passenger provided the "car owner" with the order account and mobile phone unbinding verification code, which resulted in the account being stolen and the order being deducted. "hello is still conducting further verification and has reported to the public security authorities. if there is indeed any property damage to the passenger, hello will assist in recovering it."