Tesco Clubcard fraud - online vouchers stolen

GEMGIRL67

well I am fed up of Tesco and their attitude to all this. My £87 vouchers that were fraudulently used have been added back onto my November statement that arrived this morning and added onto my current balance. Whereas all my vouchers have usually been in increments of £5, £10 or £12 they have included 3 £50 vouchers. These are of no use to me. I use the odd £10 voucher to double up on clothes when the offer is on or on health and beauty. So next time I now have to double up to A £100 just to buy something for £20 and have the rest added onto my account. My mum is a joint account holder and she uses some of the vouchers to double up on things she needs. I rang clubcard to ask if I could have the vouchers reissued in smaller denominations and was told no because those of us who have had to have replacement vouchers due to the hacking, can only have the total refunded using 6 vouchers. I explained I was unhappy with the way Tesco have handled this, and how the chief executive has not seemed to have sorted out the problem. I had an email off another company yesterday to say their servers had been hacked and they apologised to everyone. The girl at Tesco said the reason they have not done this is, because they are leaving it up to the customers to notify them!!

wealdroam

GEMGIRL67 wrote: »

well I am fed up of Tesco and their attitude to all this. My £87 vouchers that were fraudulently used have been added back onto my November statement that arrived this morning and added onto my current balance. Whereas all my vouchers have usually been in increments of £5, £10 or £12 they have included 3 £50 vouchers. These are of no use to me. I use the odd £10 voucher to double up on clothes when the offer is on or on health and beauty. So next time I now have to double up to A £100 just to buy something for £20 and have the rest added onto my account. My mum is a joint account holder and she uses some of the vouchers to double up on things she needs. I rang clubcard to ask if I could have the vouchers reissued in smaller denominations and was told no because those of us who have had to have replacement vouchers due to the hacking, can only have the total refunded using 6 vouchers. I explained I was unhappy with the way Tesco have handled this, and how the chief executive has not seemed to have sorted out the problem. I had an email off another company yesterday to say their servers had been hacked and they apologised to everyone. The girl at Tesco said the reason they have not done this is, because they are leaving it up to the customers to notify them!!

I really cannot understand what the complaint is here.

From the Clubcard Boost Terms and Conditions:

If your Clubcard voucher exceeds the amount you wish to use on Clubcard Boost at Tesco, any change will be credited back to your Clubcard account in points and carried over to your next statement.

This is also stated on the back of the little booklet that came with your vouchers.

So, to make it even clearer, if you present a £50 voucher but only want to 'boost' £10 of vouchers to (say) £20, then the £40 'change' will be credited back to your clubcard account.

This exactly how the Clubcard Exchange & Rewards scheme used to work.

borkid

Gemgirl how about buying something cheap on line from the voucher boost such as chocs for Xmas presents or garden vouchers/ meal out etc. the 'change' will then be credited to your account for the next round of vouchers. A warning though if you are going to do this more than once do it in separate transactions otherwise it will come out of 1 voucher.

rellarips

borkid wrote: »

Gemgirl how about buying something cheap on line from the voucher boost such as chocs for Xmas presents or garden vouchers/ meal out etc. the 'change' will then be credited to your account for the next round of vouchers. A warning though if you are going to do this more than once do it in separate transactions otherwise it will come out of 1 voucher.

Now there's some sound and polite advice to help out, that others could learn from

Missye

the_seldom_seen_kid wrote: »

Morning
It would seem that we are having variable experiences with Tesco Customer services following this scam. I reported my fraud of over £100 in early October and was informed that upon investigation (which they said they could see the vouchers had been used instore without a valid clubcard so they anticipated no problem) I would have them refunded onto my November statement. My statement arrived this morning & they have not been refunded. Fuming!
I have phoned Customer Services who apologised and advised that they will be on my February 2014 statement. I stated how unhappy i was since we use the vouchers to double up boost for toys and other presents at Christmas & that we had now lost the opportunity to do this due to their error. We are a hard working family on a low income and to have £200 (boost) removed has hit us hard.
After the CS advisor spoke to a manager I was advised that I could have the vouchers put on a Tesco Money Card now & posted out to me. I asked if I could then boost theses he siad yes I asked him to check, the manager confirmed that I could only spend the originalk value of the vouchers put onto the money card and no boost. THANKS Tesco!

Ive been waiting for mine to be credited since August. They have not added them in my nov mailing either :mad:

they are closed today so I sent this email - after reading your post I'm even angrier at the prospect of waiting 3 more months to get my money back. What if they dont appear in the Feb mailing? will I be playing this cat & mouse game for the forseeable future? :mad::mad::mad:

In July we had £106.50 worth of Vouchers stolen from our account. This was reported to you in early August. We spent a lengthy time on the phone sorting it out with you & we were assured the stolen vouchers would be credited back to us in the November mailing. We have only received £54.50 which is the £7 carried over from before & the rest from points earned since the beginning of August. Please credit our vouchers, all the missing £106.50 worth which you promised us which is still outstanding. We do not want to wait until the next statement in 3 months to get back which is ours & what you have already taken 3 months to credit us. Please do not offer us the face value, we need the full amount to use on boost deals. Thank you.

Sindy

I would recommend emailing the CEO as it seems to be dealt with more promptly.
I emailed and mine has been sorted within 10 days and I have my points back. I think it is easier for them to do if you want to use to boost online.
HTH

4_Pete's_Sake

3 days ago someone orders 5 computer games from Tesco Direct using my wife's log in details and paid for them using 22000 clubcard points that we had accumulated. :eek: They asked for the items to be delivered to the following address.

26 Westow street London SE19 3AH.

This is in the Crystal Palace Area.

Fortunately Tesco smelt a rat and suspected that it was a fraudulent order and did not post the items to the above address and they have recredited our account with the 22000 points. :T

The person that I spoke to at Tesco Direct stated that there have been other instances of this occurring which makes me wonder if they have got a dodgy employee working for them. Alternatively it may be that someone has hacked into their website and stolen user names and passwords. I will be discussing this further with Tesco tomorrow morning.

This came to our attention because we got an email from Tesco saying that we had ordered the items and initially thought it was a phishing scam but it was a genuine one from Tesco.

I didn't realise there was already a thread dedicated to this issue albeit mine is slightly different as they used the vouchers on Tesco Direct. I have started a new thread at https://forums.moneysavingexpert.com/discussion/comment/63734219#Comment_63734219

GEMGIRL67

wealdroam wrote: »

I really cannot understand what the complaint is here.

From the Clubcard Boost Terms and Conditions:

This is also stated on the back of the little booklet that came with your vouchers.

So, to make it even clearer, if you present a £50 voucher but only want to 'boost' £10 of vouchers to (say) £20, then the £40 'change' will be credited back to your clubcard account.



This exactly how the Clubcard Exchange & Rewards scheme used to work.

The thing is though Wealdroam, if I want to buy something for £20 in the clothing department, and do the double up when the promotion thing is on, I am going to have to use my £50 voucher to double up whereas I usually use a £10 one and I still have my other vouchers to be used elsewhere. My account is joint with my mother, so she spends the vouchers either on the rac or in store. So actually this is an inconvenience to me, and why have I been penalised because my account got hacked into. I am not happy!!!!!!!

Thank you for belittling me on here by the way, I am now keeping off the thread as you have simply upset me

wealdroam

GEMGIRL67 wrote: »

The thing is though Wealdroam, if I want to buy something for £20 in the clothing department, and do the double up when the promotion thing is on, I am going to have to use my £50 voucher to double up whereas I usually use a £10 one and I still have my other vouchers to be used elsewhere. My account is joint with my mother, so she spends the vouchers either on the rac or in store. So actually this is an inconvenience to me, and why have I been penalised because my account got hacked into.

Ah, right.

Thanks for explaining. I now understand your issue.

dollywops

[Then I searched online and was astounded at the amount of people affected. I'll be spending my vouchers as soon as I get them in future - I've no confidence in Tesco's websites now.

Good idea in theory. However, if, like my son, your vouchers are intercepted, somewhere, before actually hitting your letterbox and then spent, then I am afraid your idea does not work in practice.

DS's vouchers never arrived last quarter. When he checked his account, they were spent in Leicester - we live in Watford. Clubcard credited them back and he got them this quarter.