Tesco Clubcard fraud - online vouchers stolen

AndrewJLeslie

We logged in today to buy some prezzies with our points. We had to reset our email address and password via the Tesco Technical Dept. We then eventually discovered we have had all our vouchers stolen by someone in a Tesco Express who bought a phone yesterday.

When called, Clubcard said they might be able to help but any queries as to fraudulent use of our points for Direct must be taken up with them. When contacted, Direct said they can't help in any way shape or form, we must speak to Clubcard.

When asked if Tesco have a Fraud Dept, Direct said we must talk to Clubcard.

Called Clubcard again. No knowledge of other hacks spoken of, told that we had spent the money in "Tesco Express Oxford Street". Which apparently is Manchester or London, they're not sure. We're in West Wales. At one point they went down the route of saying that we'd spent the vouchers. I asked why I would call to discuss fraudulent use of vouchers in that case and was accused of sarcasm.

Then, a Clubcard supervisor called back: they will send out a moneycard to us in 7-10 working days. The person we spoke to is doing her best to help. But by that time Christmas will have passed, along with the Clubcard Boost programme. We have been promised that the card will reflect this, but only time will tell.

Cj44

I had an email on Weds to say my email address had changed and when I went into my clubcard account to check if it was a scam email I found I couldn't log in. Phoned customer services and got a very helpful manager who sent me an email to change my password. When I logged in whilst he was on the phone all the details were incorrect. It was only as an after thought I asked him to check if my vouchers were still there. He told me £71 of vouchers had been used on Tesco Direct that afternoon. He took my phone numbers and called me back to say a HTC phone had been ordered to be delivered to an address in London even though the details on my account was showing an address in Rotherham. He phoned me back again and said he would arrange for a cash card to be sent with £71 on it. When I asked if this would allow me to use the boost he said good question and came back to say I would receive one for £142. He also said I could go in and correct my details. I corrected them on Tesco.com and then signed into my Clubcard account and updated them. This was showing history not related to my account and also only a few points . I went into a Tesco on Thurs so that I could use my clubcard to see how many points on my receipt as I was sure the ones on my account was not correct. I was right there were a lot more on my receipt. I phoned Tesco again and spent nearly an hour explaining what had happened again and was told that he could see the correct points on my account even though I could only see the wrong account. I was told he had changed my sign on details to the account to be the same as the sign on that I was using now after having changed them the previous day. I still couldn't see my correct account. He advised me to delete my cookies and if that did not work wait until today as their systems didn't update immediately and if I couldn't see my account to call again!!! I did receive an email yesterday giving me details including a PIN number for a cash card that I could use even though I had been told I would receive one in the post. I only found this site because my daughter googled and found the scam had been going since Feb. Whilst I have access to my cash value I am now very annoyed that this has been going on for so long and Tesco is trying to hide the problem. This is not acceptable and it is obvious that they have a serious flaw in their systems and it is more likely their server has been hacked. I will contact them tomorrow and make a formal complaint regardless of whether my account had been corrected.

griffb

Gentle persistence pays off! Just six days after first reporting the theft a money card for £273 arrived this morning. 5 different people involved at least, the last one did admit to a problem with their procedures for dealing with these refunds and said he would personally ensure immediate dispatch of the card; and he did.
Thank you Tesco. Hope you manage to sort out the underlying problem.

TESCOCLUBCARDPOINTSSTOLEN

Hello all I have just checked my account and all our club card points have been stolen and used in Hastings area approx £300 worth its approx 1 hour from where I live. They have been using them for past two months. We were saving them up for a boating holiday. Because they have been used multiple times this is not a one off. So I can assume they have access to my account on-line or to my email account also. Tesco fraud line has just closed so I will call in the morning. I am in IT and this is first time I have suffered online fraud. However what I don't understand is that if someone continues to use my account tesco should be able to track the usage when the code is scanned in a branch as each code is unique and checked against a central data base. So if they leave my account open and place additional dummy vouchers in my account they can catch the people when they try to use them................ Not unless the whole entire voucher tracking system is flawed. Which means we are all at risk. Unfortunately as a life long loyal customer of Tesco spending an estimated £1000 per month with them.....it may leave me little choice to move spending, phones and credit cards to another company for security reasons.
If I was on the board of tesco I would surely want this issue resolved or someone in IT head on a plate.........any more advise anyone has would be gratefully receiived......... from a very concerned not so loyal customer!!!!!!

stebiz

TESCOCLUBCARDPOINTSSTOLEN wrote: »

Hello all I have just checked my account and all our club card points have been stolen and used in Hastings area approx £300 worth its approx 1 hour from where I live. They have been using them for past two months. We were saving them up for a boating holiday. Because they have been used multiple times this is not a one off. So I can assume they have access to my account on-line or to my email account also. Tesco fraud line has just closed so I will call in the morning. I am in IT and this is first time I have suffered online fraud. However what I don't understand is that if someone continues to use my account tesco should be able to track the usage when the code is scanned in a branch as each code is unique and checked against a central data base. So if they leave my account open and place additional dummy vouchers in my account they can catch the people when they try to use them................ Not unless the whole entire voucher tracking system is flawed. Which means we are all at risk. Unfortunately as a life long loyal customer of Tesco spending an estimated £1000 per month with them.....it may leave me little choice to move spending, phones and credit cards to another company for security reasons.
If I was on the board of tesco I would surely want this issue resolved or someone in IT head on a plate.........any more advise anyone has would be gratefully receiived......... from a very concerned not so loyal customer!!!!!!

A bit of an over reaction. I'm sure Tesco will refund your vouchers. Being in IT you'll know that no online account is safe. As for your card use etc then you'll know your cards aren't stored on your account so they are safe.

m1kjm

As a result of seeing these thefts on this site, I've logged into my Clubcard account this evening and found that £45.50 of my vouchers have been stolen and used in Warrington in September.

I have never been to Warrington in my life so I had to google it and it's nearly 200 miles away from me.


I've rung Tesco who said they'll refund the vouchers to my account.


I've changed my password on my email account and my Tesco account but they were different anyway.


The guy on the phone said that my clubcard had been used in Warrington and points collected there (thank you thieves!) which means they have somehow got one of my clubcards.


Thank you for making me aware of this problem.

DougFlo

Over £200 worth of vouchers were taken from my account and used in December over 250 miles away from where I had been.

On ringing Tesco, they credited my points back, but I believe the vital problem here is that Tesco are not alerting customers to changes in their Clubcard accounts.

Both the first name and surname were changed on my account, which you would imagine would prompt an email to the customer to alert them of the fact. Tesco did not send this email.

I have asked them specifically why this is not in place and I have just been sent the standard email that has been quoted on this thread about the fraud.

Tesco really need to answer this point if they believe their security is up to scratch.

pebbledasher

Have also had vouchers stolen in the last few days. Started with an email from tesco direct on 1st january confirming my order for a £5 hellium balloon. Phoned tesco to query this as we had not placed the order to find there had been fraud on the account.
Anyway logged on this morning to check everything ok to find that almost £200 worth of vouchers had been used in the watford store, nowhere near where i live. Reported to tesco and the action fraud line with the promise that points will be refunded, will be interested to find out how this was done as no details were changed on my online account.

DougFlo

Tesco are missing some fundamental steps

Not letting customers know details on their accounts have been changed.
Not spotting unusual activity. Vouchers being used in store hundreds of miles from customers home address OR noticing a different pattern to voucher use.
Staff not ensuring clubcards match vouchers in store.

Tesco could do so much more, but are silent.

Stakker70

I have discovered today that my account has also been cleared of vouchers, spoke to Tesco who at first were adamant that I had spent them online. When I eventually got the message through to person on the phone that I personally hadn't spent the vouchers they gave me a new number to ring which only had 4 options and none related to my problem. So I picked a number in the hope of getting through to someone that could help, they said pretty much the same as they have to everyone else, they'll refund the vouchers on the next statement, clearly no good if I want to spend them now, which by the way is how I discovered they had gone. No apology, no explanation, just assistance on changing my password.
I asked where the vouchers had been sent to and it was an email address which was my password [EMAIL="myp@hmamail.com"]@hmamail.com[/EMAIL]
Checked this company they offer anonymous emails, the phone number they have listed doesn't work and the online chat doesn't work either.
I had a quick read through their forum and there were people demanding refunds due to the email system not being completely anonymous and the IP addresses were visible. Hopefully Tesco will have the resources to track the users of the email, oh no wait a minute even after they discovered there has been a problem they don't appear to have the resources to warn their existing customers to check their accounts and change passwords.