M&S gift card balance disappeared and customer services won’t help

vcristian

Hi,

I have an M&S gift card with a balance over 50£. When I tried to buy online it didn’t work so I checked my balance and it was 0. After weeks calling their gift card customer services they always promise to call back but never did. I also contacted their regular customer support and after weeks they escalated the issue and the response I got was that someone contacted them on social media saying that the pin on my card was unreadable so they couldn’t use it online. So M&S cancel my card and send a replacement. They haven’t told me who contacted them or where the card was sent, if that’s what really what happened. And that they can’t issue a new one, as they have already done that. They suggested me to report theft to the police, which didn’t happened, and they will not reveal any data from the incident if I don’t. 

The terms and conditions of the card state that the card is like cash and that can’t be replaced but they’re claiming they did exactly that, sending a new card to someone else. 

I have the card in my custody and has never been away from me. What could I do to get the balance back?

I feel powerless, this can’t be right. You get a gift card and then they say they sent a replacement somewhere and the balance is gone, and you’re just suppose to believe them?

Thanks for your help

Aylesbury_Duck

Has your email or social media been hacked or do you have a friend, housemate or relative who could have done this?  How else would a random person manage to get a specific gift card cancelled and resent without knowing your personal details and/or those of the card?

vcristian

Aylesbury_Duck said:

Has your email or social media been hacked or do you have a friend, housemate or relative who could have done this?  How else would a random person manage to get a specific gift card cancelled and resent without knowing your personal details and/or those of the card?

Thanks for your reply. No one Gad access to it. They said at first they had all the details from the card but in their last email they admitted only the card number, not the pin, address or any transaction made with the card. And now that I’m thinking the card number is printed in the card, so anyone could have seen it before buying it. Unlike the PIN number which is covered, so maybe that’s why they wanted a replacement. 

If all that M&S is saying is true, which I don’t know because they have not provided any evidence, so it could be just a glitch in their system and we wouldn’t know. I don’t get how they can be so reckless. 

Any help on what to do next would be welcomed. Thanks 

Aylesbury_Duck

I would have thought that if you have proof of you buying that specific card, and they acknowledge you hadn't spent the balance on it, they have to refund you. Their own system will show the balance was sent to someone else.