/ Money, Shopping

Tesco Clubcard fraud: have you been affected?

Tesco clubcard

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?

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.

Samantha Warren says:
16 December 2013

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.

Annette says:
16 December 2013

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’


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.

Persistent for what is right says:
20 December 2013

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.

Annette says:
20 December 2013

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.

Persistent for what is right says:
20 December 2013

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

Annette says:
17 December 2013

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.

pow$wf says:
20 December 2013

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 !?

Frank Bushell says:
22 December 2013

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.

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.

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……..

Annette says:
28 December 2013

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.

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….

Annette says:
11 January 2014

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.

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!

Annette says:
10 January 2014

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

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

pete says:
14 January 2014

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.

Annette says:
10 January 2014

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.

Kathryn Richardson says:
11 January 2014

sterna line have different dearer prices for voucher users

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!

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

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

Phil says:
9 February 2014

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.

Melissa says:
9 February 2014

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!

Nicola says:
10 February 2014

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.

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?

Annette says:
10 February 2014

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.

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

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)


Rosemary says:
14 February 2014

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.

Rosemary says:
14 February 2014

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

Annette says:
14 February 2014

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.

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!