Tesco Clubcard fraud: have you been affected?

by , Money Researcher Money 11 October 2013
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Loyalty card points gained at shops and supermarkets can be a great way to spend and save for specific purchases and special occasions. But what would you do if your hard-earned rewards were suddenly taken from you?

Tesco clubcard

Well, that is what some Tesco Clubcard holders have said has happened to them this year, meaning they missed out on well-deserved rewards.

Loyalty card points have become a big part of many people’s shopping routine. While they are essentially a bonus, the rising cost of living has resulted in plenty of people becoming increasingly reliant on the rewards.

Every little helps

At the beginning of the year, Tesco called in the police over claims that some customers had fallen victim to online fraudsters who had hacked into their Clubcard accounts and taken hundreds of pounds worth of vouchers.

However, it doesn’t seem to be a problem that has gone away, with people still posting on online forums about the matter.

In a recent post on MoneySavingExpert.com, one user describes how points disappeared from their account:

‘I went on the Clubcard section [of the website] to see how much we had saved. We build them up all year to exchange at Christmas. I discovered there was only £2 there. All our others (about £52 worth) had been redeemed under Clubcard Boost, all on the same date, about three days before I discovered my login for groceries wasn’t working.’

Checkout your Clubcard account

It’s worth checking your online account and changing your password if you believe you’ve been affected. And if you have become a victim, tell Tesco and contact Action Fraud.

Have you lost out on a loyalty scheme in the past or been affected by the fraud? How much did you lose and were you able to get your points/vouchers back? We’re keen to find out how many people are affected by the issue.

128 comments

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Samantha Warren

I posted on here on 19th Nov my account was hacked to the value of £57.50. For those of you that are been told you will get a gift card, please don’t hold your breath waiting. I’m still waiting and have contact via email, telephone and their Facebook page but just keep getting told the card is on the way. I’m not holding out much hope of ever seeing this money coming back to me, the customer service that I have received is diabolical.

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Annette

I don’t get why they are just making the situation worse by promising cards they have no intention of sending out. They said they would send me one. I was so angry I told them not to bother as I had no intention of shopping there again. May I suggest a new slogan for them. ‘Tesco, we don’t care’

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Cheeze439

*Update*

Finally, my promised £110 giftcard arrived…

As a goodwill gesture they have upped the card to £150 which is nice of them.

I will point out though that the lady on the phone on Friday (13th Dec) insisted this had been sent already and was probably stuck in the post… The email yesterday insisted this was sent on time as promised and was probably delayed in the post.

The truth is this letter is dated the 15th December, Sunday, and has been sent special delivery 1st class yesterday.

I’m not complaining as such but it further strengthens that they just tell lies and unless you keep on at them or hound them on the social media platforms then you are going to be in for a long wait for anything that rectifies your situation.

I’ll continue to monitor this page and the others I’ve been on and offer any advice I can to others stuck in this situation. I firmly believe that me tweeting to the @TescoClubcardUK account has led this to be escalated and I’m off now to contact that account and thank them for their help. At least someone at Tesco was competant in all this.

Only took approx 100 days and 8 false promises to reach a resolution, but stick to your guns everyone and don’t let them put the blame your way, it’s becoming clear from the posts that it’s either internal or poor security to blame and not the customers.

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Persistent for what is right

Both mine and my husbands vouchers were redeemed. We reported this to Tesco immediately who admitted they had had a problem with security and advised that we should change our passwords. My husband received his gift card fairly quickly. I have spent hours on the phone. When I first reported this they told me to wait for a week and watch my account until the points were reinstated, then to call back to ask for a gift card to be sent out, which I duly did. However when I followed up with yet another call to ask if it had been sent I was told the card had not been processed and they would send one out but couldn’t guarantee it being with me by Christmas. As we save these all year to do the Christmas shopping I asked how I was going to explain to my family that Christmas was going to be cancelled because of a breach of security at Tesco and incompetence on the part of the staff by not processing the gift card as promised. They offered to email me a gift card to do my shopping online. I pointed out that I couldn’t get a delivery slot so close to Christmas. I insisted the customer support rep spoke to her supervisor and she eventually called me back saying they would email me a gift card to print off and take to be used in-store. The email arrived saying this had to be used online only so I responded to customer support reminding them that I had been promised something I could use in-store for Christmas. I have had two conversations this morning with customer support and said that if this had been Waitrose and they thought a customer’s Christmas was going to be spoiled because of their doing they would have sent this card “special delivery”. I dread to think how many people are going to get to the front of the checkout queue to find they can’t redeem their vouchers and don’t have other means to buy their shopping. The last conversation ended with me saying I would be writing to the press.

1 hour later – Tesco Clubcard Dept have just called and said they will be sending the gift card out today special delivery! A result for me if it arrives on time but I fear for other loyal Tesco customers who may have a very disappointing Christmas.

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Annette

Nice of them to finally admit the breach of security but what are they going to do about it? I agree with you, there will be a lot of disappointed families this Christmas. I do hope you get your gift card in time.

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Persistent for what is right

So do I but reading these posts, I’ll believe it when I see it!

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Annette

I’m so glad you finally got your money. About time too, Tesco don’t come out of this smelling of roses though do they. I’ve thought all along that customers are not to blame even though Tesco have always blamed them and never accepted any responsibility. Well done and an A+ for perseverance.

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pow$wf

I went yesterday to spend £140 worth of my re issued (after being stolen) Tesco wine vouchers. The till would only accept £100, but the supervisor let me have the full £140 value. I was not asked to produce my clubcard. All very nice and obliging, but how secure is that !?

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Frank Bushell

Wightlink ferries is another company that has a two tier pricing policy when using Tesco points to purchase tickets. Two fare structures exist for exactly the same service, economy and standard,when you say you wish to use tesco vouchers you are charged at the higher rate, this is up to a third more expensive for exactly the same service as econom fares.

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Cheeze439

I work for a company that is part of tesco boost. I can’t say which as we have a strict policy about internet usage. What you’ll find is a similar thing in our stores. It’s not 2 tier pricing though as it may seem. The agreement with tesco is that anything sold through with tesco vouchers has to be at full price with no discount or promotions attached. Tesco will withdraw a company from their scheme if their conditions are not met.

So if a product is in a sale, then it has to be sold with tesco vouchers at the pre-sale price. You’ll find the same with the ferry company you mentioned, that the economy tickets are exempt as they are seen as a promotional offer. It’s not the fault of the ferry company or them being greedy. It wouldn’t make financial sense to have promotional products and services included. This is because tesco get everything at a heavily subsidised rate. I don’t the exact figures but as am example if you hand in £50 of tesco vouchers to a company, tesco may only be reimbursing that company £25. So something on promotion at half price, then done on tesco vouchers would wipe out nearly all profit on that product or service. Hope that helps.

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LA

Hello, we have just discovered our years club card points were spent in three stores in a different area during the past 8 weeks. We had saved them up for a short break. The fraud was systematic and they used my details three times. We have the original vouchers stored safely at home and our account is accessed by an apple device so it would have been quite hard to hack our details from our end. As a ver loyal tesco customers for 40 years with phones credit cards and weekly shop I am pretty miffed at losing nearly £300 of vouchers at face value. We will report the theft today and let us see how loyal tesco is to me on the matter. It is worrying as this looks like a well organised crime buying untraceable goods at random stores. Checking on line seems this is happening all over the place. If I was tesco I would want to not underestimate the effect this has on a loyal customer….I will report again on my theft was dealt with……..

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Annette

Tesco don’t care about customers, loyal or otherwise, they have shown a complete disregard for customer security by continuing with their strategy of “heads below the parapet” and not warning customers when their accounts have been accessed. Neither do they warn customers or staff that there have been issues and to be on their guard. I am still getting reports of customers trying to present vouchers which have already been used fraudulently and shop staff being completely unaware that this is happening despite the fact that it has now been going on for well over a year. I predict that the next spike will be around February when points are converted to new vouchers. I don’t understand why the media has not made more of this issue.

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LA

I reported earlier that we had our club card points stolen. Not too much progress to date…. call centre passed us to another person who went through our problem. The could see we had used our points regularly for one one thing in the past two years repeated many times, then before xmas they acknowledged some one in a different area had spent the points. They were very polite and walked through each voucher in turn. They then concluded they could tell we had not used the points and we would be re-issued the points on new vouchers……..unfortunately that was two weeks ago and still no points either on the account or via post. In summary promises but no action what so ever…… like other people on the forum we will continue to chase for our vouchers……if we do not get the vouchers we have decided to make a stand on our case….we willcancel all our services, mobile phones, credit cards, insurances and circa £8k per year we spend on food with tesco. Unless tesco change their security controls over these vouchers…..this issue will run on and on…..it will devalue the voucher offer,impact loyalty and erode trust in the tesco band name. It seems madness to me …but hey what do I know about running big companies….

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Annette

I have stopped shopping at Tesco because I just don’t trust them with my personal information. Tesco have got so big that they don’t need to care about customer service. It’s all about profits. They make the right noises but there is nothing to back it up. The only thing that is saving them at the moment is that this fraud is still not widely known. That’s why they are keeping quiet about it.

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Sue

We too have had over £900 stolen/missing, which Tesco say have been used! This has een going on for over 2 years and they still say we have spent them, which we most definetly have not, as we have been saving up for a big family holiday. I have just this minute sent a further email to their head office stating this will not go away & I`ll do whatever it takes to get these back!

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Annette

This is just getting beyond ridiculous now. If they are saying that you have used them they are accusing you of attempted fraud which is a criminal offence. I pointed that out to them when they accused me of using mine in stores in London. They soon backed down.

My advice to you is to go on their Facebook page and make a comment about this. They will soon sort it.

They have set a precedent already by refunding other people so they MUST refund yours unless they can prove that you have used them yourself. It is not up to you to prove you haven’t used them
.

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Sue

Thanks for that Annette, I have emailed them all the links I have found on the net & have told them this will not go away & that all of us as a family will stop at nothing until they refund them all. I`ve also told them I`ve been in touch with the newspapers & watchdog, who have both said they will take it up on our behalf, I just hope they listen

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pete

hi annette just logged on and i have just found out that £219.50 has been cashed in yesterday 13/01/14. will i get this back do you think and it’s supposed to be a secure site as well, what a joke.

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Annette

I have emailed Watchdog twice but received no reply. Let’s hope they use this on a programme. It’s surprising how few people know this is happening. Even shop staff have no idea.

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Kathryn Richardson

sterna line have different dearer prices for voucher users

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Sue

Actually Kathryn, I came across various complaints from clubcard holders who say that all holidays booked through the clubcard site, are a lot dearer than if you were to go to another travel agent. The only problem been, you obviously would`nt be able to use your vouchers…seems like Tesco really do not care about loyalty at all & to be honest, when I get this sorted out, I for one will no longer shop there or buy petrol from them…it stinks!

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Sue

Annette, maybe we all should get together and go public, there are a lot of others out there who I`m sure are oblivious to this

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Jmb

Just discovered £150 of our CC vouchers spent Via fraud. Spoke to 3 different Tesco departments none very interested in problem, denied all knowledge of previous customer losses. Not happy at all with response form them will be taking up further

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Phil

I discovered yesterday that my Tesco clubcard vouchers had been used by someone else. I rang Tesco and they immediately agreed to refund all the vouchers that had been stolen. I was asked a few questions to determine which vouchers I had used and which were used fraudulently, and that was that. From my experience, it looks as if they have now accepted that their security was weak and are refunding the vouchers as a matter of course. They could still do more to improve the security of the site, though.

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Melissa

Well I’m still waiting for mine. I was promised a gift card as I was wanting to make a purchase in store (christmas gift for my daughter). Don’t want that now as would rather spend in on Eurotunnel instead, being as Christmas is long gone! So not impressed with Tesco!

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Nicola

Just found out today £59.50 of my clubcard vouchers have been spent and my name of my account changed to Bryce Hanson. Have called Tesco clubcard and they are reinstating my vouchers, but I am reading more and more people have been affected. Like Phil above, i was asked a few questions on the phone, but I told them the vouchers that were used and when,as I still have the originals.

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Sue

Sounds like you are all getting yours back then….they are STILL adamant that we have spent them!!!! even though we have all the originals still in our possession. WATCHDOG!! Are you actually reading any of these comments please? Any chance of a little help here please?

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Annette

Sue, ask them if they realise that they are accusing you of attempted fraud which is a criminal offence. It’s up to them to prove that you have used the vouchers or replace them.

I suspect that there is about to be an escalation in fraud as the February vouchers have just gone out. Watch this space. Oh, and don’t give up until you get what is rightfully yours.

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Sue

Thanks Annette. This is the email they sent me………Thank you for your email addressed to Lee Kirby, to which I have been asked to respond.

I was concerned to learn of the problems that you have experienced relating to your Clubcard vouchers and also of your unhappiness at the way in which we have responded to your concerns.

On looking into this matter further for you, I can advise that we did experience a problem with a small amount of online Clubcard accounts. However, this incident does not relate to your complaint, as your vouchers were redeemed at store, using the registered clubcard, at the time of transaction. Therefore, I regret to inform you that there is nothing further that I can add to what Lee has already explained and that I am also unable to assist you further with your claim.

Once again, please accept my sincere apologies and thank you for contacting the Chief Executive’s office.

Kind regards

Sharon Sparks
Customer Service Executive

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Sue

This is what I have just this minute sent them back……..Thank you for your repeated reply, which may I add is getting very tiresome now, but as I have previously told you, we still have ALL of the vouchers in our possesion, so how you can say that ours have been “used” is beyond belief!
Do you realise that you are accusing us of attempted fraud which is a criminal offence. It’s up to you to prove that we used the vouchers or replace them.
I suggest, that if you insist that we have used over £900.00 of clubcard vouchers in store, you prove it! Show us CCTV evidence that WE have been in store WITH our clubcard AND the vouchers (which we STILL have)

Regards

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Rosemary

Anybody just watched the ITV news Tesco have finally admited to Cyber Thieves about time too not sure if they have their numbers right, only affected a few people!! I’ll try to copy and paste comments.

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Rosemary

Cyber Thieves Target Tesco Clubcard Vouchers

Supermarket chain Tesco has suspended more than 2,000 online accounts after cyber thieves targeted log-in credentials and Clubcard points.

The deactivation comes after thousands of usernames and passwords – taken from non-Tesco websites – appeared on a text-sharing portal.

It is believed that cyber thieves then used that data to crack accounts at Tesco.com, relying on the habit of some people using the same usernames and passwords for various websites.

A Tesco spokesperson told Sky News: “We take the security of our customers’ data extremely seriously and are urgently investigating these claims.

“We are contacting all customers who may have been affected and are committed to ensuring that none of them miss out as a result of this.”

The speculative attack on Tesco was also used to steal Clubcard points from some customers – believed to number fewer than 10.

The company, Britain’s biggest supermarket group, said it would reimburse those hit in the breach.

The spokesperson added: “We will issue replacement vouchers to the very small number who are affected.”

In early 2013 a number of Clubcard holders had their vouchers stolen by cyber criminals after Tesco spotted “irregular activity”.

Log-in credentials of customers were allegedly harvested by hackers using phishing emails.

:: Watch Sky News live on television, on Sky channel 501, Virgin Media channel 602, Freeview channel 82 and Freesat channel 202

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Annette

I missed this, I’ll have a look on ITV web site. Fewer than 10 customers had their clubcard accounts compromised. That’s a complete lie, I know of at least 30 who have contacted me via Twitter. I never respond to phishing emails either, another lie. When people ring customer services they are still denying that this is happening and accusing people of having used their vouchers themselves in shops hundreds of miles from where they live! I notice they still blame the customers.

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debz

About time they admitted it, but I certainly didn’t get my account hacked via phishing emails, in fact i only realised my vouchers were gone when I looked at my account to spend my vouchers at Xmas. They had been wiped out, They have now been reinstated…………. just wondering if it will happen again though!

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Cheeze439

Fewer than 10 accounts had points stolen? Am I reading that right? Someone needs to go back to school. Mine was not ‘phished’ and my password was unique to that account so their explanation doesn’t wash. It’s good they are admitting to the issue but it stinks of a cover up to me.

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Cheeze439

Actually I just read it for myself on BBC news, they talk are claiming it’s a new seperate attack this week, hence the claim of fewer than 10 accounts affected.

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tescoclubcardpoints

Hello all. We had all of our club card point stolen and used in another part of the country. As per my previous emal. Tesco were very helpful an refunded me thepoints. We now have all our points back but because i am worried it will happen again i am spending them all now on gifts. Shame beacause i was saving for a holiday. But tescos were very helpful dealing with the matter. Just ensure you refresh your pass words and reset them all different.

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Robin

I had not heard about this problem with Tesco Clubcard points / vouchers, until after I had all my vouchers “stolen” on line. I discovered that £172 worth of vouchers had been stolen over two days in early February. I telephoned Tesco, who transferred me to Action Fraud to get a crime reference number. I called back Tesco with the reference number and they immediately credited me with all the points stolen. However, Tesco were reticent as to how widespread the problem was and the only advice I was given was to change my password. I had expected that Tesco would want to change my Clubcard number as well.

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rustyk

my partners and my account was hacked twice to the value of over £100 which we were saving up for a trip to london in May.on advising tesco they confirmed we would be reimbursed but not till their next run at the end of April so we may have to cancel our trip as i doubt any hotels will still be available that close to the date.all well and good but surely we should be reimbursed immediately in circumstances like this

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Robin

If you telephone Tesco they can convert your refunded points into vouchers. You can only do this over the phone, not on line. They did it for me as I wanted some food vouchers now, rather than wait until the next conversion of points to vouchers. Good luck!

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LES JOHNSON

Round about October last year,i checked my points received and found there was a difference off around 1000 points missing.I got in touch with Tescos head office in Wellingboro, and was told i must have spent them.I knew for a fact that i had not,but could not prove it.After about half an hour arguing
with the guy.i put the phone down.as it was a waste of my time. Now i read in the Which Magazine what has been going on,and tesco’s doesn’t want to know.because i cannot give specific dates. Is this how Tesco’s treats their loyal customers.????

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Warren Clayden

I had over £560 worth of Clubcard vouchers hacked and stolen from my account. I could see where they were being spent as the on line account lists where the vouchers are being spent. Tesco did refund the full amount back to me but nothing extra for the inconvenience and distress caused…

This only came to light when we tried to use a paper clubcard money off voucher in store but the lady on the checkout said that voucher had already been spent- which then prompted me to check my on line account and saw the extent of the fraud…

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Linda

I went to use some points for the first time in two years. I discovered £95 worth missing, all used on the same date at Croydon.com. I have called Tesco who admit that there has been fraud and tell me the vouchers will be reinstated in May. Hmmmm. I wish there was a different supermarket nearby.

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Gillian

I have just discovered that £229.00 of Tesco vouchers have been fraudulently used from my account.
Called Clubcard who advised that the transactions had already been flagged by their fraud team, and that the points were in the process of being refunded to my account.
They have obviously not resolved the security issues which appeared last year!
Like others who have experienced this fraud, I use a unique password for my Tesco account.

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Mike Game

I lost over £200 of vouchers last Oct/ Nov 2013 which we were saving up for my daughters 21st. Despite Tesco fully accepting liability over the fact we were scammed I am still waiting for the stolen vouchers to be redeemed.I was told in Feb 14 they would be issued again in the next rewards statement in May 2014,of course this never happened and now I am told August 2014 is the earliest I can expect reimbursement. I am fed up contacting their customer ” care ” centre and speaking to a different person each time and then on the next call they have no record of my previous conversation and therefore their broken promises, You have been warned!!!

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Annette

I always advise people to go on Tesco’s Facebook page and have a good moan. They’re not keen on that. If you speak to someone make a not of their name and the exact time of day and date you rang. They record calls for training purposes so will hopefully be able to go back and check what was said. Lots of people have had a gift card for the full amount, I don’t know if that would help you but its an option you could go for.

I’ve lost all faith in Tesco, they have handled this very badly. They keep saying its our fault for using the same password. It has been shown time and again that this is not the case and it wasn’t in my case. I find it very interesting that their sales and profits have gone down since all this started. No doubt they will say its just a coincidence. I have my own view on that. Let us know how you get on.

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Mike Game

Thanks for your advice, unfortunately every time I contact their club card help centre ( 1000 customer care managers ) a name, time and date of call is not sufficient for them to find the tape of my previous conversation. They promise to return my call normally after a couple of days, but they have yet to honour this. I might hold a one man demonstration outside my local store to highlight my issue but every time I see their red sign I feel a cold chill down my spine.I may try the Facebook complaints route next but I have already devoted a lot of time and energy to this problem and might just have to write it off and put it down too experience.

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Brian

I found that e-mail worked to get my points refunded (last December). Just replying nicely (and immediately) to each Tesco response eventually got to someone who promised to sort it (and admitted there had been problems with the refund process). Points were converted to gift card which arrived within two weeks of noticing the loss.

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Samantha Warren

Definitely get on their Facebook page and complain complain complain. That’s how I got my vouchers reissued in the form of a gift card. I was told over the phone that I would have to wait for the next statement, and several calls later I was still waiting. Took two messages via their Faceboom page and what did you know the gift card arrived within a week!!

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lizzy

I have not received my clubcard vouchers for May . Have spoken to customer services who said that I could log in and print them off. Tried to do this and got locked out of account as it said I was putting wrong numbers into security. log in. Phoned again and was told that I had 5?clubcard accounts 4 of them virtual . They merged these together and told me that I could log in again in an hour and print vouchers off. That was yesterday. Today I have managed to log in and guess what? when I go to print my vouchers they aren’t there ! Yesterday on my receipt from Tesco shopping I had 10p per litre petrol savings that expire 30/6/ today I have none! What’s going on? I thought I had loyalty card and as for every little helps I think the only people benefiting are TESCO!!

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Johny

Well it’s happened again, we received a letter saying there was unusual activity and on checking there were points spent as boost. This was detected by Tesco after a couple went through so they cancelled all and have re-issued them to come out with the next mailing list.

Looking at our statements the purchases were carried out by the same rogue clubcard as last time.

Fair play to Tesco for noticing and acting but it is so annoying.

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Melissa

That is how ours were spent this time on the boost.

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Melissa

Well, we did get our vouchers reapplied to our account in March. Hubby went to order Eurotunnel tickets on Saturday to find we’ve no vouchers available. Yes, despite both of us changing our passwords, we have been hacked AGAIN! This time only (I say only……….!) £100 was taken. In the post the same day, was a letter for hubby from Tesco saying they’d spotted “unusual activity” on his account and so had put a stop to the vouchers. They will be re-released in August but apparently there is another number to ring if we want to use them before August. There had better be, else we won’t be able to get to our holiday destination.

This is now beyond ridiculous. When will Tesco act and tighten up their systems. According to the letter “they take protection and security of their customers details very seriously” Actions speak louder than words, if you ask me! Put your money where your mouth is Tesco and sort out your systems. Prove to your customers that you do protect our details, cos I’m not seeing at the moment!!!

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Virginia

I was doing my shopping at Tesco in Oswald St. Gloucester on the 16th of August 2014. I went there to use the vouchers Tesco has sent for me 2 weeks ago. After i got all my shopping done, I went to the checkout counter and waited patiently in a cue until the other customer has finished bagging her shopping. ” I thought the check out staff should do the bagging of the customers shopping”… instead she was just sat on her chair waiting for the customer in front of me to go..??…Then when it was my turn before she started doing my shopping, I told the checkout lady that i am going to use my club card voucher and I ask her to tell me if my shopping will reach the amount required before i can use the voucher. I thought the checkout lady was not happy at all after I mentioned about the voucher. She did my shopping very quickly in a sarcastic mood, without telling me the amount on the till and it nearly went to £50.00 when she stopped and gave me the receipt of all my shopping.. I was not happy when i saw the amount on the receipt but because i saw the cue behind me , I did not say anything to her but given her the vouchers and my visa card to pay for my shopping. Unfortunately, I cannot find my club card in my wallet when the checkout lady ask for it. Instead she said to me in a very rude manner: “maybe you stole this voucher from anyone”… and i will not accept the voucher because you have not got your club card.. I was really fuming when she said it in front of the other customers on the cue. I felt humiliated and belittled at that time but had paid all my shopping and went to the customers services to ask what will I do to retrieve my club card which I thought I lost it without my knowledge. I was still on the cue waiting for my turn to ask help from the customer services staff when the check out manager called “Jenny” was behind my back. She was very rude to me telling the customer services staff in a loud voice that everyone had heard her saying “this customer has got no club card” and then she left…
I really feel I was being ganged up and singled out by the Tesco Staff at that time because of the color of my skin… Am I wrong if I will say Tesco is a RACIST..? If they are not, have they trained and told all their staff to treat all the colored customers differently from the white customers??

Hello Virginia, I’m very sorry to hear about your experience. I suggest you make a complaint to Tesco: http://www.tesco.com/help/contact/

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Lee alan

Using this site to complain about a member of staff attitude is not right. You should contact tesco directly concerning your experience. This link is for club card fraund and not a general moan about tesco link. Although it seems a particular member of staff may have made an inappropriate comment I have mixed race background and have friends who work for tesco and they have an exceptional reputation for equal opportunities. I think this is a misunderstanding that should have been cleared up at the time.

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Lee alan

Concerning fraud. This happened to us a couple of times. Each time tesco was very helpful and returned the vouchers. However my advise to all those people is this.
1 you must change password for club card and the groceries site at the same time. Leaving one unchanged still exposes you to fraud

2 Reset your password from another device prefably ran apple device to ensure risk of existing hacking pf your PC is zero.

3 change your email used on tesco both sites to a new email address. And ensure this has a new different password to you tesco account .

4 spend all your vouchers as soon as you get them for days out , pizza express etc.

5 lastly remove all vouchers from sight in house. They can be easily taken or voucher codes photographed with a phone.

This will ensure you are not compromised or frauded again. So far we have had no repeat frauds.

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Tracy

I had £300 worth of clubcard points ‘used’ from my account without my knowledge in May 2014. I save my points up and had no knowledge of them disappearing until Tesco Clubcard sent me a letter stating they have seen some fraudulent activity on my account. I phoned Clubcard and must have spoke to 3 different people until they got me to the right department. I must say each person I spoke to was very helpful.

They cancelled my account and advised me to set a new one up after 24 hours and make sure I don’t use the same password. I asked what would happen with my lost points. I was told they would add them on to my account but I wouldn’t receive the amount in vouchers until the next statement released in August. If for any reason I needed to use them before then I was to call them back and they would do what they could to help.

A lot of my original vouchers were actually due to expire in the August and November of this year and when I queried this I was told I would be resent new vouchers with a full 2 years. I was very pleased by this as it actually then meant there was no rush for me to have to use them. I received my full amount plus anything added since then in August and have since used a small amount on their Clubcard Boost scheme to buy some baby accessories for our first baby due in November.

Although not happy that this could happening the first place, I’m very pleased that this was dealt with very swiftly and pain free by one phone call to Clubcard.

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Michael

The issue is still hapeneing and Tesco are not taking it seriously. I noticed that my clubcard points had increased massively so thought I would look at my account. I found a total of £152.50 of vouchers being redeemed on 26/08/14 and then a corresponding number of points being credited to my account the following day.

I e-mailed Tesco to find out why this had happened and received the following information:

“your vouchers were used on clubcard boost and when they presented to the shop, the assistant became suspicious of the person. The person left their keys in the shop with a key fob which had a different clubcard number on it. The store manager then contacted clubcard boost to alert us of this. This is way the vouchers were cancelled and the points put back on your account.”

The e-mail then advised I change my password, some 10 days after the fraud had occurred!

I have replied with what appear to me to be obivious questions given the response above:

1.Why was I not advised of this fraud and advised to change my password?
2.Why was my account not closed and new cards issued after fraud as would happen with a credit card? I effectively had £152.50 stolen from my account.
3.Presumably for someone to have printed vouchers for Clubcard boost these must have been printed in store or if redeemed online they must have been sent to an address/e-mail address. From this information why is it not possible to trace the person commiting this fraud?
4.If the store had the persons keys and key fob with an alternate club card number surely this could be used to trace back to an individual?
5.Why has this not been looked into with video evidence of this individual with store CCTV?
6.In which store did this fraudulent transcation take place?

I await their response but given what has happend and their actions to date I have no confidence in any online or financial services whihc they are always trying to push!

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