谁来为“电子钱包”拉上“安全拉链”？ 谁来为"Electronic wallets"To draw the"security拉链"?

　　实习生 周佳燕 本报记者 祝瑶

实习生 周佳燕 本报记者 祝瑶

　　网络支付快捷又便利，但不少享受了便利购物的网友，却发现使用这只“摸不着”的“电子钱包”，还得看得更紧一些。

网络支付快捷又便利,But many enjoyed the convenience of shopping online,Only to find that use it"Can't touch"the"Electronic wallets",Have to see some more tightly.

　　据悉，看似“安全托管”给购物网站的虚拟账户，去年以来也频频曝出安全投诉，潜在问题不容忽视。

据悉,Seems to be"security托管"Virtual account for shopping sites,去年以来也频频曝出security投诉,潜在The problem不容忽视.

　　据中国电子商务投诉与维权公共服务平台透露，网络支付中事关支付数据被篡改、遭遇异地盗刷的投诉线索不在少数，令网友们防不胜防。同比2011年，网站用户账户被盗现象较为严重。眼下较热门的窝窝团、拉手网、糯米网、F团等网站，均出现过此类投诉。

据中国电子商务投诉与维权公共服务平台透露,Online payment of payment data has been tampered with/A long distance for unauthorized complaints clues,To make net friends.Compared with the 2011,Web site user account stolen phenomenon is relatively serious.Now more popular's regiment/lashou/nuomi/F group sites such as,Have seen such complaints.

　账户被异地陌生人盗买了电影票 Account stolen by long-distance stranger bought tickets to the theatre

　　居住于厦门的S先生，一直是“拉手网”的手机绑定用户。过年前，S先生想在“拉手网”消费，却发现77元余额中的75元无故“消失”了。

居住于厦门theS先生,Has always been a"lashou"Mobile phone users of binding.Before the Chinese New Year,Mr S want to be in"lashou"consumption,Only to find that $77 balance of $75 without any reason"disappear"the.

　　在电话采访中，S先生告诉记者，2013年2月9日，自己在该网站的网络账户遭遇非本人操作。“有人团购了电影票3张，共计75元，并且于当天在济南使用。”

在电话采访中,Mr S told reporters,On February 9, 2013,Themselves in the site's network account not the operation."Someone buys the tickets 3 copies,A total of 75 yuan,And in the day in jinan."

　　S先生纳闷了，明明身处厦门，怎么会购买在济南地区使用的团购商品呢？更何况，自己也没买过电影票。“照道理说，一旦购买了团购产品，就会有一个序列号的短信发到绑定手机上。我没收到验证序列号的短信，却收到了团购券被使用的短信，这也太莫名其妙了吧。”S先生向记者抱怨。

S先生纳闷the,Clearly in xiamen,How can buy deals in jinan area used?What's more,He didn't buy the tickets."According to principle that,Once purchased the bulk products,You will have a serial number of text messages sent to bind mobile phones.I had no reply to verify the serial number of the message,Has received the coupon be used text messages,This is also too puzzling."Mr S complained to reporters.

　　随后，S先生拨打了“拉手网”的客服电话。客服部人员反馈，会由技术部详细调查，但不能确定何时给予答复。同时，S先生也询问了客服人员验证序列号的发送问题，并提出，能否提供电话号码报警调查此事，但客服方面一直推脱。

随后,S called Mr."lashou"The customer service number.Customer service staff feedback,By the detailed investigation of technology department,But not sure when to reply.At the same time,S先生也询问theCustomer service人员验证序列号the发送The problem,并Put forward,Can you provide phone number to report to the police to investigate,But customer always push to take off.

　　“一般说来，序列号发送至哪个手机号，网站方面应该可以查出来。但网站一直拖延，不肯给我明确的答复。”S先生质疑，一家热门网站，每天面对这么多消费者，为何无法保障消费者最基本的权利？

"As a general rule,Which serial number sent to the mobile phone number,Site ways should be found out.But the site has been delayed,Refuse to give me a clear answer."Mr S question,A popular website,Faced with so many consumers every day,Why can't protect the rights of consumers the most basic?

　　一个多月过去了，发生在年前的盗刷事件，“拉手网”方面还是没有给出明确答复。S先生认为，这笔钱数目的确小，但账户安全对于网络商品交易来说至关重要。“万一碰上账户里的钱还挺多的，网站又是这样的态度，岂不是要出事了。”

一个多月过去the,Unauthorized events happened in years ago,"lashou"And did not give you a definite reply.S, says Mr,The money amount is small,但账户security对于网络商品交易来说至关重要."One thousand meet with also a lot of money in the account,Website is the attitude,岂Is not a要出事the."

账户中近万元旅游费不见踪影 Account hasn't been seen for nearly ten thousand yuan in the whole journey

　　与记者通话时，金华的李雷（化名）仍然有些郁闷。

与记者通话时,Jinhua of li lei(Not his real name)There are still some depressed.

　　自己“挤”出了假期，原定于蛇年春节期间成行的马尔代夫之旅，非但没去成，账户还遭遇“安全危机”，被人无端消费了近万元。

自己"squeeze"Out of the holiday,Originally scheduled for the snake year during the Spring Festival rows of trip to the maldives,Not only didn't go into,Accounts have been"security危机",Being irrational consumption nearly ten thousand yuan.

　　李雷告诉记者， 2013年2月7日，自己在“窝窝团”购买了马尔代夫10800元的团购旅游产品。2月10日，李雷登录“窝窝团”账号，发现自己的密码被篡改了。

李雷告诉记者, On February 7, 2013,Himself in the"'s group"Bought the maldives 10800 yuan of group-buying tourism products.On February 10th,,Li lei login"'s group"account,Found his password has been tampered with.

　　“找回密码后，团购的一张马尔代夫的旅游订单已被取消，余额10800元随即退回"窝窝团"账号。”李雷表示。

"After retrieving the password,Group buying one maldives travel order has been canceled,The balance 10800 yuan immediately return"'s group"account."Li lei said.

　　紧随其后，让李雷大跌眼镜的是，自己的账户被人使用，已在“窝窝团”的签约商户消费。同时，绑定手机号码被篡改，账户余额从上万元跌至1600多元。期间，李雷表示，自己没有收到“窝窝团”的任何信息。

紧随其后,Let li lei is raised,His account is used by people,Has been in"'s group"The signing of consumption.At the same time,Binding mobile phone number has been tampered with,Account balance from tens of thousands of yuan fell to 1600 yuan.During the period,Li lei said,You don't have received"'s group"Any of the information.

　　账户里的近万元旅游费不见影，李雷着急了，赶紧联系了“窝窝团”客服，并向公安机关报警。客服承诺，如果李雷的账号确实被盗用，将赔偿客户损失。

账户里the近万元旅游费不见影,Li lei worried,To contact the"'s group"Customer service,And alarm to the public security organ.Customer service commitment,If li lei's account is stolen,To compensate the customer.

　　2月16日，“窝窝团”技术人员已经确认是账号被盗引起的损失；2月19日，“窝窝团”客服告知同意赔偿，并向李雷要了银行账号。直至3月1日，“窝窝团”才将被盗用款项全额退还，但并没有给李雷一分钱的赔偿。而赔偿之事，网站相关部门似乎也无人敢承诺。

2月16日,"'s group"Of technical personnel has confirmed the account is stolen;On February 19,,"'s group"Customer service told that agree to compensate,And asked li lei for a bank account.Until March 1,,"'s group"Only will be stolen money to refund,But she didn't give li lei a penny compensation.while赔偿之事,Site related departments also seems to be no one dare to promise.

　　即便与网站沟通、交涉的过程比较久，甚至还求助了消协等维权机构，但幸好收到了全额退款，李雷觉得“窝窝团”的处理做法可以接受。

即便与网站沟通/Bargaining process is long,Even turn to disappear assist rights organization, etc,But fortunately, received a full refund,Li lei think"'s group"Handling practices are acceptable.

　　但他认为，当用户出现资金安全问题时，网站是不是应该予以积极解决？保障用户信息安全是否也该是网站的责任与义务？

但He thinks that,当用户出现资金securityThe problem时,网站是Is not a应该予以积极解决?保障用户信息security是否也该是网站the责任与义务?

　　同时，李雷借此提醒广大网购消费者。“网购用户自己也要多个心眼，大笔钱财不要放在账户中，账户有异样情况应该及时处理。”

At the same time,Li lei to remind all online consumers."Online shopping will give the users themselves,Large sum of money not in account,Accounts have different situation should be handled in time."

安全问题出现后，四成网友选择“认栽” securityThe problem出现后,Forty percent of Internet users"Fall on"

　　除此之外，有网友一天之内损失惨重，在团购网站的1995元的账户余额，被分三次不同消费盗用，最后账户只剩下1元钱。值得一提的是，该网友的账户密码没变，绑定的手机号码却变成异地号码。另有一位网友数月未登陆F团账号，账号里有商家的少量退款，登录后，发现余额被盗用。

除此之外,Some netizens lose in one day,In group-buying websites account balance of $1995,Points three times different consumption misappropriation,The last account only 1 yuan.It is worth mentioning,The online account password,Binding mobile phone number is long distance number.Another net friend for a few months did not log in F group account,Merchant accounts in a small amount of refund,After logging in,Find the balance stolen.

　　对此，中国电子商务研究中心网购与维权专家姚建芳认为，电商企业应该加强网站技术监管。消费者在投诉与维权过程中遭遇的拖延散漫的服务态度，以及他们在维权时付出的心力都影响其对商家的印象。“商家不能仅仅满足于解决消费者的投诉，更该从根源上提升服务质量，杜绝此类投诉的发生。”

对此,China electronic commerce research center online Yao Jianfang think with human rights experts,Electric business enterprise should strengthen the supervision of web technology.Consumer complaints and a delay in the process of safeguarding rights rambling service attitude,And they of the involved in the rights of all affect their impression of merchants."Merchants can not only meet to solve consumer complaints,The promotion service quality from the source,Put an end to such complaints."

　　另据《2011年度中国电子商务用户体验与投诉监测报告》监测统计，账户被盗已成为2012上半年度网络购物热点投诉之一。

另据[2011 year China e-commerce user experience with the complaint monitoring report]Monitoring statistics,Account theft has become one of the network shopping hot spots in the first half of 2012 complaints.

　　与此同时，中国人民银行支付结算司副司长周金黄表示，目前我国网络支付总体安全，但潜在问题不容忽视。目前我国网络支付规模达2.21亿人，但很多用户的网络安全意识薄弱，风险防范能力明显不足。

与此At the same time,Payment and settlement department of the people's bank of China deputy director Zhou Jinhuang said,At present我国网络支付总体security,但潜在The problem不容忽视.At present我国网络支付规模达2.21亿人,但很多用户the网络security意识薄弱,Risk prevention ability obviously deficiencies.

　　“有统计显示，有四成网络支付用户对安全问题没有足够的关注，出现安全问题后，有四成消费者不会采取任何补救措施。”周金黄说。

"There are statistics show that,有四成网络支付用户对securityThe problem没有足够the关注,出现securityThe problem后,Forty percent of consumers will not take any remedial measures."Zhou Jinhuang said.

　　其中，个人信息被泄露、被不法分子以钓鱼网站骗取钱财、被植入木马病毒获取账户密码、支付数据被篡改等现象，是当前我国网络消费者面临的主要安全问题。

其中,Personal information was leaked/被criminals以钓鱼网站骗取钱财/Implanted trojans get account password/The phenomenon such as payment data has been tampered with,是当前我国网络consumption者面临the主要securityThe problem.

　　资料显示，目前我国网民数量突破5.64亿，网络支付用户规模达到2.21亿人，占网民总数的39.1%。去年上半年，全国支付机构网络支付业务总量53.4亿笔，金额达2.69万亿元。 (来源：今日早报)

资料显示,At present我国网民数量突破5.64亿,Network pay user scale of up to 221 million people,Accounting for 39.1% of the total number of Internet users.In the first half of last year,5.34 billion for the national pay agency network payment volume,A value of RMB 2.69 trillion. (source:Today's morning post)