Tesco Clubcard fraud - online vouchers stolen

heatherks

complain to CEO and you might get some goodwill gesture .. not fair that some are getting offer of immediate reinbursement of points >i had to wait MONTHS even for them to show in my account also recently some are getting the offer of immediate redemption to a reward of their choice and now some are even getting compensation . eg extra 500 points .. TESCO should be doing more to stop it happening in the first place .They must be loosing a few hundred thousands by now between the used clubcard vouchers and having to re issue them

jarthurs

We had £13 of vouchers due to expire at the end of August and my wife went online to spend them. The Tesco site said they had been redeemed and subsequent checking of our Clubcard account reveals that all £105 of the vouchers we had (and still have attached to the fridge) had been spent in a store in Gorton, Manchester at the end of August.

Tesco are promising to reimburse the points in our next mailing in November. So provided they do what they've promised we should be OK. Tesco still seem to be insinuating that the blame lies with the customers and yet from the quantity of people suffering the same problem it appears to be a problem at their end.

Fortunately other than our address and telephone number the was no significant data available to anyone who hacked into our account. But there is scope for all sorts of information if you're gullible enough to enter it (Kids details, DoB, etc).

Surely this is a data protection issue?

Regards,
Jason.

outragious

Below is from the CEO at Tesco...

In January our security systems identified some irregular activity connected to a small proportion of Clubcard accounts. This incident was taken extremely seriously. In addition to carrying out a thorough investigation, we referred the matter to the police and is currently being worked on by the National Fraud Intelligence Bureau. We also reported this to the Information Commissioners Office.

While we believe customers’ accounts were accessed online using the correct username and password, it is clear that they were accessed by someone other than the account holder. Our findings leave us confident that this information did not come from any Tesco website, and that our website security has not been breached. We know that many people use the same email address and password combinations on a number of different websites, and our investigations suggested this may be the problem.

Consequently, we asked affected customers to change their password to a different one, as well as encouraging them to change the passwords on any other online sites they have as a precaution. We would always ask our customers to let us know if they notice anything suspicious about their account as this allows us to investigate what might be behind this and advice our customers accordingly.

In this case we would ask that you also report this to the police via Action Fraud who will give you a crime reference number and investigate with the aim of prosecuting the offenders

Via phone on 0300 123 2040 (calls charges apply)

Tesco are saying they will reimburse in Nov mailing BUT i was offered a money card if I wanted them now, so if you need them before then contact them again and ask for that.

I asked if they had reported to the ICO in a previous email and as you can see above they confirm they have done this too as personal details security was breached this is standard practice.

Still it goes on though, very disappointing

peachyprice

Amazing isn't it, Tesco are still blaming their customers for using the same password on their site as they use on others, but the fraud is only occurring with the clubcard vouchers.

You'd think, that if someone knew the password all these Tesco customers are using for multiple sites that these victims would be having things ordered through their Amazon one click accounts, or losing their Nectar points, or having their Ebay account hacked, or having stuff ordered on their M&S and John Lewis accounts for store delivery etc. etc. etc., but no, how funny, it's still only Clubcard.

Biggest crock of !!!!!! from the CEO ever. They have a major fraud problem but won't admit to it.

heatherks

it is scary ..but Tesco still seem to be doing nothing about it teven though it has been happening since Nov/ Dec last year

i have changed my email details to one only used for Tesco.... a bit of an inconveinece but maybe safer in the long run it has also made me more wary of leaving details on other websites i regulary use

gocat

Im now getting vouchers from Tesco e.g Spend £70 get £10 off but they are in the name of the person who stole my points (now refunded but I wont be able to use them till Nov). Anyway, how am I suppose to use those vouchers and what an insult :mad:

angelamac_2

This is still happening! I had been saving up my vouchers to use in the current Boost campaign for essential items for my new grandchild. When I went to convert them I was told they had already been used (£55 worth). Tesco were not helpful, she could obviously see who had used them in a place far from where I live - but would not say due "data protection" - told me to report it to the police.

She was not helpful - no recognition that others are having this problem and when asked what they would do about it just kept saying you report this to the police.

No offer to replace the stolen vouchers. Think will be shopping elsewhere from now on.

ljonski

read the thread and do what others have done to get their money back!

no1catman

angelamac wrote: »

This is still happening! I had been saving up my vouchers to use in the current Boost campaign for essential items for my new grandchild. When I went to convert them I was told they had already been used (£55 worth). Tesco were not helpful, she could obviously see who had used them in a place far from where I live - but would not say due "data protection" - told me to report it to the police.
She was not helpful - no recognition that others are having this problem and when asked what they would do about it just kept saying you report this to the police.
No offer to replace the stolen vouchers. Think will be shopping elsewhere from now on.

Quite frankly I'm surprised. At the lack of progress/advice from who you spoke. Though why did you say "she could obviously see who used them"?
If there was another card used, it would be checked - just in case it someone else in the family - it does happen.
With the 'Police' it helps to have a crime reference for a criminal inquiry for a prosecution, if enough evidence.
Did she give you any advice, or tell you what she was going to do for you??

I would have expected:
- advice to change your password, both with Tesco.com, and with your email if it's not your IP;
- advisor, delink your CC - so next time you go onto MCA it'll ask you to validate your details incl. CC no.,
- pass details, on to the fraud team - if another CC no. is used, and arrange (via t/l) for the points to go back on.

Hence, I would try again - you should have more luck.

angelamac_2

In reply - the assistant said "ah I can see this voucher was used on 5 July by ...." then stopped as she realised the name of the cardholder using the voucher was not my husband or me. The advice given was to report it to the police. Why do they let you cash in vouchers that do not match the clubcard?

She did not advise to change password or say they would replace the stolen vouchers. When pressed she said "they would review the account" whatever that means!

No "sorry to hear this has happened - this is what we advise"

Feeling a bit disappointed. Will speak to them again - perhaps will get a more helpful person next time.