Tesco Clubcard fraud - online vouchers stolen

sweepings

Our account was hacked yesterday by someone who ordered a hudl to be delivered to him. I immediately phoned Tesco thinking that they could stop this order to prevent the criminal from receiving the goods. They asked my clubcard number and then my name - sorry that isn't the name on the account. Ok, I said, is it Chris Saunders (the name that the Hudl was being delivered to) - yes that's correct. Sorry I can't give you any more information because of the data protection act - but I've just told you that my account has been hacked! I spent half an hour speaking to her, then a supervisor to be told that I would need to email them with the details and could I send them a Photo of my clubcard with my name and clubcard number on! They were not prepared to help in any way at all. I asked if they had a fraud team that I could contact - they gave me a number which actually turned out to be Action Fraud who took all the details and gave me a fraud number.
Still determined that this criminal wouldn't receive the goods I thought that I would contact Tesco direct and see if I could stop the order. When the young lad eventually got my email address correct in order to access the account he then informed me that as the order had been made over an hour ago that there was nothing he could do. I told him about the account being hacked and that I had a fraud number - would he like it. I then asked what he would do with it - his reply was "I don't know" Having asked someone he then said that he would email the fraud team.
This morning I tried again on the phone with clubcard - having received an email to tell me that my goods had been dispatched! I spoke to a very helpful man who changed the details back on my account and said that the vouchers would be reinstated within 24 hours.
What shocking customer service for an innocent customer who has been a victim of identity theft. I will wait and see to if my vouchers are restored.

sweepings

Update - I have also been liaising with Leah and Chrissie from the Tesco facebook team. They have been very helpful, they have said that the hudl will not be delivered (even though I have an email saying that it has been dispatched). I will be delighted if this is the case as at least the criminal isn't benefiting from this fraud. Now to get my vouchers reimbursed.....

heatherks

that is disgraceful this fraud has been going on for nearly a year now

... i would hope that as they have the address of where the Hudl was to be delivered then the police would be involved.

if the person was using someone else bank / visa card it would be classed as obtaining goods by deception

......obtaining goods via stolen clubcard vouchers /points should be the same !!!!!!!!

Cheeze439

They should deliver it to store and have the police standing by to arrest the collector... Tesco are completely incompetent at the moment!

MartJ

Had our clubcard account hacked at the end of last week, clue was that individual changed name on account, which caused an email to be sent. On checking name had been changed to a Mr O K Bria. Changed back to my name & immediately changed password. Reported to Tesco on Friday morning was assured by agent that vouchers could not be printed off as would need to have clubcard number.

Checked account again Sunday only to find £114 of vouchers had been spent in various locations around London. Tesco this morning advised they would reinstate my points by my next statement in February, seems there systems cannot do immediately, poor design there!

If according to Tesco it is not possible to print vouchers without having clubcard, then my only reaction to that is that is an "inside job". The Tesco online security seems to me to be very lax if this issue has been happening for a year now, perhaps time for an ICO investigation.

Have reported to Action Fraud, who said they have had a number of reports of this type of fraud.

griffb

I have just been relieved of £136.50 in Tesco Points (£273 with Boost) Curiously I had just selected the vouchers for a purchase with Tesco Direct which I then cancelled before completing. On checking my account next day I found that only one small voucher had been recredited, the others used in-store in 3 Tescos in central and south London. So it seems that these points were lifted within hours of my aborted transaction. Left me wondering how this could possibly be an "outside job"

There's no evidence that my Tesco account has been hacked (name address, phone & email details all correct). From this two complete sweeps for malware came up negative

Helpful advisers at Tesco promised a full refund within 10 days.

Have changed Tesco password, but note that it is 10 characters maximum, alpha-numeric only, which is not encouraging as I like to use at least 13 random characters including specials

wirehair

About 6months ago I received an email from tesco thanking me for my order of a hard drive and that it would be available for collection from Croydon store from 4 pm gone next day . When I rang them to say I hadn't ordered a hard drive , I was told she would cancel the order and refund my points , which they did .I was also told to change my password .
One would have thought the sensible thing to do , would have been to send the order and have the police waiting when they went to collect . Bit to simple .

wealdroam

wirehair wrote: »

One would have thought the sensible thing to do , would have been to send the order and have the police waiting when they went to collect . Bit to simple .

And how long would you like the police to wait?

Not sure what the time limits are for collection, but it is possible the police would have to hang around for several days, isn't it?

Maybe they have something else they could be doing during that time.

Yes, as you say, it is a bit too simple.

Cheeze439

*Update*
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.


It 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.

cleofish

just went to log into my clubcard account to try and use some clubcard vouchers in the boost and i couldnt log in, tried the forgotten password way and its showing my email address is not registered!
phoned customer services and you can probably guess that my account has been hacked, i had £22 on there, not a huge amount but still an amount that i had, it seems the vouchers have now been spent in tesco direct!
It does feel as if they have physically taken the money! plus to think they can also access my grocery account details ie address makes me shudder!
for around 10 minutes i was convinced i also had my christmas slot booked with tesco- i booked it when they first appeared and held the slot with £25 worth of christmas tubes of chocolate with the intention of amending it closer to the time- which i wouldnt have been able to do as my account had been hacked and email changed! but thankfully its booked with asda!

does anyone know if there is any chance of being able to get my vouchers to use in the boost before it ends?
i was told either option of rolling vouchers over till feb or a money card but that would take 14 days to arrive! they would have been more value in the boost and i was hoping to use it to get money off a christmas present- anyone managed to get tesco to do this?