Nectar Points missing

Markdavid1962

After some advice here
My father who is nearly 84 years old has been shopping at Sainsburys for 17 years and had built up his nectar points, now 76000 points have gone missing. We know he had 50000 points a couple of years ago but on Jan 29 we discovered the missing points when he bought a £30 printer at Argos using his points for a grandchild  
He only has the one card, does not shop online and it looks like the points where taken in 2018 (more than 12 months ago)
As he does not use the internet, I have followed up with Nectar who have told me that because of GDPR they can only go back 12 months, I have checked and GDPR allows companies to set their own retention policy. So this is just an excuse to not check 2018  - I have asked for his points to be restored - now waiting.
Any ideas of anything else I can do. For a pensioner 76000 is £380.

Thanks in advance

Boohoo

I think if you don't use the card to buy anything or spend the points they expire 2 years from the last time the card is used.
If you have used the card in that time then the points were used by somebody but then you will have to prove that.
Go to the nectar website T&C's and look there.

Boohoo

I just had a quick look and it's 12 month's lack of card use and then the points/account is lost.
https://www.nectar.com/help#25

Markdavid1962

He goes to Sainsburys everyday so the points have not been lost due to lack of use.

Boohoo

Markdavid1962 said:

He goes to Sainsburys everyday so the points have not been lost due to lack of use.

If you dad goes to Sainsbury everyday and buys something that is £1 or more and uses the Nectar card to swipe the point onto then the points balance will be on the receipt and he or somebody would of noticed a few 1,000 points missing.
Don't take this the wrong but is your dad buying whatever at Sainsbury and paying for it in cash or card and not using the points on the card as payment?

Boohoo

Here is another bit of info I found about stolen points from 2 years ago.
There is a poster on there who says you don't even need the card to scam the points.
But for your dad if he doesn't know when the points went missing it will hard to get them back.
I would suggest you set up nectar online account for him and see if the records go back 2 years and then you maybe able to see where they were spent. But setting this up now and as your dad has already contacted Nectar it may get flagged up so be prepared.

Markdavid1962

I created an online Nectar account before calling Nectar, as I needed to obtain hos shopping favourites so I could have his shopping delivered (cant drive due to dementia) and they only go back 12 months, Nectar say this is because of GDPR. I know he had points around 18 months ago to 2 years ago. I have checked back 12 months and Nectar have confirmed how many points he had but can not tell me when the point were redeemed. My father does not use a computer so does not purchase online, he pays for everything in cash so would not use the points to pay for shopping - confirmed online with Nectar.
So the question really is will Nectar give the points back to my father as there is no possibility that my father could have redeemed them as he did not know how, if not then I would like to know when they were taken etc

Boohoo

Earlier in your thread you said your dad goes to Sainsbury everyday so that is why the points would not expire.
In the post above this you say you opened a Nectar online account to check favs as I assume you are talking about your dad having dementia and not being able to drive.
When you checked his account what was the balance from a year ago?
This is a long shot but has he got any old Sainsbury receipts lying about from 12 or more months ago to check the points balance.

I think you will have to kiss the points goodbye because I can not see Nectar refunding your dad without !!!!!! of fraud and you have mentioned now that he has dementia so can you be certain he has not spent them instore/Argos and that is why I asked if you can locate old receipts as this may give you a clue to when they disappeared.

Markdavid1962

Will have to check for old receipts when I visit in a couple of weeks time, I did check the Nectar account and the points balance on the 7th Feb 2019 it would have been 1465, (calculated by deducting points earned from last year ), so basically on his spending pattern (3600 points a year), the 76000 points would have been taken  up to 6 months before 7th Feb (Sept 2108 to Feb 2019)  based on points balance and earning pattern  - which  is just more than the 12 months Nectar will go back, due to their retention rules.
I have emailed James Moir, lets see if he replies, however I would have thought Nectar may have had some Fraud detection, ie spending pattern like Banks, if someone has saved points over 17 years and then you see a spending spree.
On the dementia - yes he always follows a routine and pays in cash for everything always £20 or £10 notes so he does not have to count the money.

Markdavid1962

Just an update - I followed the advice of another user on here and emailed James Moir, result  - they are retrieving the transactions from the archives (within 28 days) so at this point we will know when and how the points have been spent, hopefully then I can get the points restored when I can prove it was fraud