M&S Giftcard Problem

santandaaaggghhh

Hi, I wonder if anybody has had a similar experience to mine.

I have an M&S giftcard which I can top up at a discounted rate through my employee benefits scheme at work.

I topped up £28 on 16.3.13.

This amount was added to the giftcard balance promptly and everything was fine until I noticed that the card balance was wrong after a small purchase was made in store a few weeks later.

After contacting M&S and my employee benefit scheme it transpires that, supposedly, ''£28 was spent on 3 May at M&S Direct either online or placed in store for an online order.''

OH NO IT WASN'T! :mad:

M&S giftcard helpline are unable to provide me with more information i.e. item purchased, delivery address, the store address where an online order was made.

There is no way that this transaction was made by myself or my wife. M&S started to question if anybody else in the household may have accessed the card; it's unlikely that my 5 year old daughter has got on the bus into town and had a bit of a shop.

The fact that the amount in this disputed transaction (£28) is the same as the amount that I topped the giftcard up with 17 days earlier makes me think that, at best, there has been a major glitch in the system, at worst, somebody has gone shopping at my expense.

M&S are not being at all helpful now, just stating that a purchase was made and the pin number would have to be used to make that purchase. My employee benefits scheme tells me that 'For security reasons M&S can not give us more details about this order.'

Has anybody else had similar?

wealdroam

Sorry i can't help with your problem, but I object to the following statement in your post...

santandaaaggghhh wrote: »

There is no way that this transaction was made by myself or my wife. M&S started to question if anybody else in the household may have accessed the card; it's unlikely that my 5 year old daughter has got on the bus into town and had a bit of a shop.

Looks like a perfectly reasonable question to me.

How on earth are M&S supposed to know who else is in your household?

santandaaaggghhh

Sorry I can't say your reply was worth reading.

I never said it was an unreasonable question, did I?

I just stated that the little kiddie who lives with us is unlikely to have used the card, which is what M&S were implying.

bod1467

But how would M&S know that the only other person in the household was a 5-year-old child?

Techhead_2

santandaaaggghhh wrote: »

Sorry I can't say your reply was worth reading.

I never said it was an unreasonable question, did I?

I just stated that the little kiddie who lives with us is unlikely to have used the card, which is what M&S were implying.

No, they asked if it was possible someone else in your household had used it. Unless you believe that they are in a position to know who is in your household, they could have implied that. Perhaps you inferred that; which is a different thing.

As to you problem, well, write to them explaining that to the best of your knowledge no-one spent £28and asking for it back.

fluffnutter

santandaaaggghhh wrote: »

...'For security reasons M&S can not give us more details about this order.'

This kind of thing really frustrates me. What 'security reasons'? It's your card, fgs!

Write to head office and complain. Ask for details of the transaction and keep on until you get them. They need to investigate properly.

ThumbRemote

I agree. Either they claim you spent the money, in which case they will be able to give you details of the transaction, or it is fraud/a mistake, they can't give you details but need to refund the balance.

keyser666

I am sure I remember a similar post on here some months back mirroring the same situation, I would do a search to see if it can be found or alternatively another regular might remember it

monty-doggy

I work in retail, and we have problems with gift cards all the time. Duplicated accounts, cards being 1 didgit out and used online or over the phone, there is loads of things that can go wrong. I would write a very stern letter to the head of customer services asking for someone to look Ito it and give you more information. Try to remain calm but firm. Should do the trick.