Tesco Clubcard fraud - online vouchers stolen

no1catman

Jill London:


As you said that your vouchers have been 'spent' - they cannot be reinstated. However, what would happen is that these incorrectly used vouchers will be re-credited to your account in points.


You haven't said if you have had any response yet, so to be sure I would advise you to ring CC tomorrow asap - to ensure that is done tomorrow.
Because, the 22nd is the cut-off for the Feb mailing i.e. points added on the 23rd will be on the next one!!

no1catman

andyla wrote: »

Both myself and my housemates have had points missing from our accounts, we've tried ringing tesco but they seem pretty useless..what's the best way to get hold of someone who knows whats going on?

What do you mean by points missing ... ?
For example - the points on your receipt have dropped, the points on-line is different to your receipt? Or is it not 'points' but vouchers are missing?
And when you said 'useless' what did they say?

saxonrosecliff

andyla wrote: »

Both myself and my housemates have had points missing from our accounts, we've tried ringing tesco but they seem pretty useless..what's the best way to get hold of someone who knows whats going on?

I got fairly good and quick results from emailing Clubcard, waiting for a response with a reference number and then asking on their Facebook page what was going to be done about it.

Shiver

Article in the Telegraph at the weekend:


http://www.telegraph.co.uk/finance/personalfinance/consumertips/10594447/Tesco-Clubcard-are-your-points-safe.html

FuzzyGirly

I'm here to report that unfortunately, I have also fell victim to this and lost over £60 in Clubcard vouchers, all of them spent on the same day just about a month ago with the unhelpful comment 'DIRECT' (does anyone know if this meant the fraudster spent it on Tesco Direct or in-store?)

I have e-mailed the Clubcard team and hope to get a response soon, fingers crossed I will get the full value re-credited to my account soon. Didn't see many forumites reporting back that they were successful in obtaining full credit in points from Tesco. All those hard years of collecting points, I feel utterly miserable...

terra_ferma

I've never heard of fraud going on for such a long time after it was first reported and investigated by the company and the police...???
Tesco must be losing a lot of money from this, I don't understand why they are not doing something about it. Maybe it's something that would cost more money to fix than all the refunds put together.

FuzzyGirly

I'm back to report that Tesco rung me today to explained what has happened. Turns out that someone tried to use all my vouchers on Tesco Direct but Tesco managed to stopped the transaction from going through. They then cancelled all my vouchers and will issue new ones for the entire value I had this coming February.

Thanks Tesco for putting my misery to an end in less than 24 hours since I first reported this. If you are still waiting, do raise the issue again with them.

stressedDad

I have also fallen victim to this fraud. Here is my story:

I wanted to check my clubcard balance yesterday and tried to log into my account online. My email address / password wasn't working. I tried to re-register my clubcard and the website said it was already registered. I called up the helpline and they asked me to confirm my details - they told me my email address was "mark_weightman@aol.co.uk" which I have never heard of. After verification they reset my email address to the correct email and I could login. Funnily enough my old password still worked, so only the email address had been changed.

Once I got in I saw that instead of about £150 in vouchers I only had £79. I was still on the phone to Tesco support and I said something is wrong. I managed to get into my "recent orders" and apparently I had ordered 2 aftershaves on 30th December 2013 (to my own address!!) - but the order had been cancelled. Seems like Tesco managed to catch the order before it got processed - but why was my balance much lower than it should have been? Well after a bit of rooting around it appears that although £110 worth of vouchers were used, Tesco only credited me back £55.

All of this without my knowledge whatsoever! Thanks for the heads up Tesco!!! At the very least they should have emailed or phoned me to tell me about the security breach...

I logged in again today and the order is no longer visible - but I have a record of exactly what was ordered.

They guy on the phone logged this to the fraud team and someone will be in touch within 48 hours (that was yesterday) so fingers crossed someone will call me tomorrow and give me an explanation and hopefully my vouchers back.

Tesco - if you're reading this - pretty poor show in my opinion. :mad:

FYI - I work in IT. I never click on phishing scams and I have never shared my password with anyone. My suspicion is that someone within Tesco IT is involved, or that they have been hacked and have brushed it under the carpet.

no1catman

stressedDad.


I not sure how Tesco could email you - if your email address had been changed.
They probably tried, after that 'trial' Direct order, but of course it went elsewhere.
In all honesty, I'm surprised you were advised the Fraud team will be in touch - they are more involved with gathering evidence, liaising with the Police, and devising further ways of securing the system.


Keep a look out on MCA you should see your points go back on shortly.
What did you want to you use your vouchers for?


There was a bit on the news recently about Yahoo being under cyber attack from outside the UK.
So, if your email address is yahoo, Hotmail, gmail etc., I would suggest you change your password with them as well as Tesco!.


If it was an 'inside' job - it would be relatively easy to sort out.


But I heard of a case of a hacker (from Harrow)who called couldn't use a voucher - already used (in East London) by an earlier hacker! Curiously both with the same surname.
Whereas the real address was in Gloucester!!

kev_hewitt

Unfortunately i've had £278 that has been spent, it was all spent on the 3rd, 4th and 5th Dec nearly 170 miles away from where we live.
Have emailed Tesco so fingers crossed!
I have never used clubcard vouchers in store so it will be fairly easy to pick it up as fraudulent activity.
Annoyingly i'd last logged in to use some vouchers at the end of Nov and all was ok so it happened in the space of a couple of days after that.
It looks like most people are getting their value reinstated so i'm hopeful.
Regards suggestions of phishing, I work in IT, use different passwords for all manor of different secure logons so I am not easily caught but i'm concerned that I had a busy year last year and missed the news reports about this but Tesco could have emailed all customers to inform them?

Any suggestions about things I should do please let me know.

Thanks