Tesco Clubcard fraud - online vouchers stolen

cher31e

Well Tesco were suppose to contact me on Monday, of course I'm still waiting. Their answer to me asking when I can shop again online, was just to open another account.
I am sooooo unhappy with Tesco.

Looking_Out

caledonia1972 wrote: »

Logged into the Tesco Clubcard account last night to find £119.50 of vouchers unaccounted for.

Looks like they have been spent in store which we NEVER do, will call Tesco as soon as they are open this morning. Bit worried as we don't have a separate clubcard, it's all linked to our Tesco credit card.

I never spend mine in store, but they have all been spent by someone else over a 2 day period. Tesco have looked into the matter only to conclude that it was me who spent them. I have a Tesco credit card that I use all the time. The ordinary clubcard which is connected to the account seems to have been cloned somehow as this has been used with the vouchers they printed off through my hacked account with my personal details for all to see. I am a very unhappy bunny at the moment. Cannot see how to get Tesco to believe me. I have the vouchers in my hand doesn't mean a thing. Well looks as though I will have to buy my own train tickets now I cannot swap my vouchers in for them sickening isn't it.

ljonski

I never spend mine in store, but they have all been spent by someone else over a 2 day period. Tesco have looked into the matter only to conclude that it was me who spent them. I have a Tesco credit card that I use all the time. The ordinary clubcard which is connected to the account seems to have been cloned somehow as this has been used with the vouchers they printed off through my hacked account with my personal details for all to see. I am a very unhappy bunny at the moment. Cannot see how to get Tesco to believe me. I have the vouchers in my hand doesn't mean a thing. Well looks as though I will have to buy my own train tickets now I cannot swap my vouchers in for them sickening isn't it.

You need to read the whole of this thread and find out what to do to get your money back. I am sure you will in the end if you go through the right channels!

hjd

Looking_Out wrote: »

I never spend mine in store, but they have all been spent by someone else over a 2 day period. Tesco have looked into the matter only to conclude that it was me who spent them. I have a Tesco credit card that I use all the time. The ordinary clubcard which is connected to the account seems to have been cloned somehow as this has been used with the vouchers they printed off through my hacked account with my personal details for all to see. I am a very unhappy bunny at the moment. Cannot see how to get Tesco to believe me. I have the vouchers in my hand doesn't mean a thing. Well looks as though I will have to buy my own train tickets now I cannot swap my vouchers in for them sickening isn't it.

Exactly the same as me, and I am getting no response.
I'm not going to give up, so when we eventually get our vouchers back (because we WILL) we can celebrate.
It's not nice being called a liar, is it?

hjd

ljonski wrote: »

You need to read the whole of this thread and find out what to do to get your money back. I am sure you will in the end if you go through the right channels!

I am in exactly the same position, have been for 2 weeks, so not everyone is getting their money back at the moment.

Doctor_Reg

Just caught up with this story and logged on to find a load of vouchers have gone missing.

Reported it to Tesco - they said it isn't the previous problem but have passed it on to their accounts team to investigate. Apparently I should hear back within 14 days :mad:

The "My Vouchers" page isn't entirely helpful ...

hjd

Emailing ceo.customerservice@tesco.co.uk has produced a result.
I have been told my vouchers will be reinstated as will everyone else affected.
Text of the email below (identifying details removed). If anyone wants more info, please pm me.
I have replied to say that their systems for dealing with this are obviously totally inadequate and need to be urgently improved.

Dear xxxxx

Thank you for your further email addressed to Philip Clarke, our Chief Executive, to which I have been asked to reply. Please accept my apologies for the delay in responding to you

I appreciate the distress and concern that has been caused by having your Clubcard vouchers used fraudulently. We consider the safety of our customers’ details of the upmost importance and were equally concerned when this matter was brought to our attention.

We have launched a full investigation into this matter and details of the affected customers are being passed to the police. Although we cannot discuss the full details of this matter, as it is an ongoing investigation, I would like to assure you that we are making every effort to try and prevent this from happening again in the future.

In the meantime, we will ensure that all affected customers are fully re-imbursed and I am happy to confirm that a total of £xxx worth of Clubcard points will be credited back to your account. You will receive these points during our May mailing period and I hope you will accept them with our sincerest apologies.

We realise that we cannot undo the distress that has been caused or the poor service you may have received when initially contacting us, but I do hope this will help to re-assure you that we are taking the needed steps to make this right.

Thank you again for taking the time to bring your concerns to the attention of our Chief Executive’s office. Should you have any further queries or concerns about this matter, please do not hesitate to contact me at this email address. I will be more than happy to offer any assistance possible.


Kind regards

xxxxx
Customer Service Executive

terra_ferma

Looking_Out wrote: »

I never spend mine in store, but they have all been spent by someone else over a 2 day period. Tesco have looked into the matter only to conclude that it was me who spent them. I have a Tesco credit card that I use all the time. The ordinary clubcard which is connected to the account seems to have been cloned somehow as this has been used with the vouchers they printed off through my hacked account with my personal details for all to see. I am a very unhappy bunny at the moment. Cannot see how to get Tesco to believe me. I have the vouchers in my hand doesn't mean a thing. Well looks as though I will have to buy my own train tickets now I cannot swap my vouchers in for them sickening isn't it.

Makes me wonder how safe their credit card accounts are, it must be really worry for those who have a cc as well.

I'm sure you'll get your money, there's too many cases for them to fob you off like that. Tell them you know there's lots of people and it's not just a one off.

terra_ferma

hjd wrote: »

Emailing [EMAIL="ceo.customerservice@tesco.co.uk"]ceo.customerservice@tesco.co.uk[/EMAIL] has produced a result.
I have been told my vouchers will be reinstated as will everyone else affected.
Text of the email below (identifying details removed). If anyone wants more info, please pm me.
I have replied to say that their systems for dealing with this are obviously totally inadequate and need to be urgently improved.

Well done, finally! :j

walkerpj

This is the first time that I've really been compelled to write on the forum, having been receiving the newsletter for the last 18 months.

Having had problems completing a purchase on Tesco online in November I contacted Tesco to express concerns about security after being logged into my account on my home computer to find that it flitted between my own account and that of another customer (complete with that customers personal information and items in the basket).

I was advised to do a screen capture should it happen again, told that they would investigate and to be reassured about the security of my own account.

Needless to say, given my concerns I haven't used my account since.