Help! My Debenhams giftcard has been blocked!

Charliezoo

I've been trying to order some stuff on the Debenhams website but it wouldn't accept my giftcard.

I phoned the automated giftcard balance phoneline and it said 'this card has been blocked'. I phoned customer services who had never heard of this happening before so they transferred me to head office who checked the card, confirmed that it still has £32.50 on it but also said it was showing as blocked. They said that I'll have to go to the store I was given the card and speak to a manager. Unfortunately I can't find the receipt so I don't know how much they'll help me and my car's stuck in the snow so I won't be able to get there before the sale ends on Sunday

I've got no idea why its been blocked - I took some stuff back last month that were non-refundable so I accepted the money on the giftcard as there was nothing I wanted to exchange it for. I used the card in the store on the same day to buy cosmetics and it worked with no problems so can't have been blocked straight away.

Has anyone come across a giftcard problem like this before? I'm worried I may have lost my money

demeter

This has just happen to me on a Sainsburys gift card. I've been using it for a while but last week when I did my shopping it was blocked. Luckily I had another way of paying with me. I called the help line the same evening and was told that there was a problem with a number of cards and that they will no longer work - apparently something with the magnetic stripe. I also had my balance confirmed so I know my money is still there. Today I can't get through to the help line and the web page for a balance check does not work. I can't believe that it's simply a technical problem with the card as at the store they tried using it by typing in the card number and it was still blocked. My guess is that it's some sort of security problem. I'm just hoping that it gets fixed soon maybe with a replacement card.

sicoll

Sainsbury’s have blocked both my gift cards, most embarrassing turning up with a full basket of shopping valuing over £120. In hind sight I should have just left the shopping and gone home, as it was I paid with my debit card, big mistake as I'm now overdrawn by £15. I top-up the cards once a month with £550 and that does us for the month housekeeping if you like. I'm now asking for compensation, and have been told to wait for a call from a suitable person, after giving all my details and that was over 2 days ago. Any advice on how to escalate this matter would be helpful and appreciated, I'm not normally big into complaining but as I’m out of pocket! BTW this isn't just a few cards that have been blocked it must be alot as you can't get through to the gift card department. I have one that’s a month old and one that’s 18 months old, the woman in customer services said it's an IT issue? But I'm still having to have both cards replaced.

steibelt

My card has also been blocked and today I've received an email from my scheme administrator [for KCC] as follows:
We have been advised by J Sainsbury’s that your Sainsbury’s gift card has been blocked and can no longer be used in-store of for future top-ups.

Sainsbury’s has taken the action to block your card due to an internal issue which is unfortunately beyond our control.

Your Sainsbury’s card will be removed from your account on KentRewards and replaced with a new card. We are sending the new card to you by post and you should receive it by the end of the week.

We are working with Sainsbury’s to arrange for any remaining balance from your old card to be transferred to the replacement card, however please note that this process may take up to five working days.

No doubt in due course we can find out what the underlying problem is, but sounds like a major one. Surprised that the Sainsburys websites make no mention of this yet.

Seajays

Me too - I tried shopping with it last weekend and it came up as blocked, and I had to use my credit card instead. The customer service staff couldn't even do a balance enquiry on it. Today I received a replacement in the post from SVM (my gift card issuer), and asking me to phone them to arrange the transfer from the blocked one to my new one (which is empty).

Phoned up and they said that Sainsbury's had blocked about 1% of all gift cards for some reason, and they were working to try to arrange compensation and that they would arrange the balance transfer onto the new card. Can't even find anything now on the Sainsbury's site to check balances so it appears as though they've taken that offline completely for the moment anyway.

edda

See this thread I started in the student forum on the Sainsburys issue:

https://forums.moneysavingexpert.com/discussion/comment/41841410#Comment_41841410

The online checking of balances has also been disabled by Sainsburys, for the time being.

Sainsburys customer services number is 0800 636 262 for any queries.

Primrose2259

I loaded £200 on my Sainsbury Gift Card on 24th February. My card was one of many blocked by some sort of clitch at Sainsbury. They sent me a new card on 4th March but GET THIS - I still have not got my money put onto theis new card!!

Asperity blame Sainsbury and Sainsbury blame Asperity while I am getting short of funds and can't buy food either! This is nearly 3 weeks and I too want compensation. I have been told to email [EMAIL="giftcards@sainburygiftcards.co.uk"]giftcards@sainburygiftcards.co.uk[/EMAIL] and I will copy in teh Financial Services Authority although whether they can help I have no idea but they authorize and regulate Asperity.