ASDDA REWARD POT

dottystar3

Hi i have had Asda rewards app for over 2 years and never had an issue. Recently when i opened the app to scan, it requested i sign in, bit strange i was in a hurry so i attempted too, but without any luck. Once home i  the app was saying my mobile number was already registered to an account, i then realised this was possibly due to me registering my account originally on my old phone i no longer have, but the mobile number was the same. I contacted Asda cust service support who confirmed to me on the phone, the rewards app was linked to another email , under my name and mobile number, but they would contact their IT to look into as i could not tell them the email address - My problem being i had £16 accumulated which obviously i wanted access too. They emailed back to me to say it is reset and just add my mobile number, ok i thought great - but no it is a new rewards pot!!
I immediately emailed them back explaining again the reason i wanted access to the original pot, and this was a new pot, please can i have access to that pot.
The reply was GDPR unless i can supply the email address they cannot look for anoth email address??
I get the GDPR, however the app was accessed by my mobile number - this is also GDPR - plus the original account will have my mobile number on it showing the spend and voucher history against it.
They have just replied this

For me to do what you are asking I would need you to have a think about any other emails that you may have used in the past, no matter how remote/unlikely, as this would help me look into this for you.  There are no other email addresses linked to your telephone number that my system shows me.

?? Any ideas??

I have replied they obviously did have access as the conversation on the phone i had with customer support could tell me they saw the original pot- because my mobile number would not register- So at some point they did have access and have switched my mobile number to a new account. I have asked for a transcript of the conversation i had with the cust support originally who confirmed there was another account with my mobile.

Any advice how I progress with this please?

molerat

I can't see you getting anywhere without that e-mail address, surely you have not got that many that you can't remember some of them.

Aylesbury_Duck

dottystar3 said:

Hi i have had Asda rewards app for over 2 years and never had an issue. Recently when i opened the app to scan, it requested i sign in, bit strange i was in a hurry so i attempted too, but without any luck. Once home i  the app was saying my mobile number was already registered to an account, i then realised this was possibly due to me registering my account originally on my old phone i no longer have, but the mobile number was the same. I contacted Asda cust service support who confirmed to me on the phone, the rewards app was linked to another email , under my name and mobile number, but they would contact their IT to look into as i could not tell them the email address - My problem being i had £16 accumulated which obviously i wanted access too. They emailed back to me to say it is reset and just add my mobile number, ok i thought great - but no it is a new rewards pot!!
I immediately emailed them back explaining again the reason i wanted access to the original pot, and this was a new pot, please can i have access to that pot.
The reply was GDPR unless i can supply the email address they cannot look for anoth email address??
I get the GDPR, however the app was accessed by my mobile number - this is also GDPR - plus the original account will have my mobile number on it showing the spend and voucher history against it.
They have just replied this

For me to do what you are asking I would need you to have a think about any other emails that you may have used in the past, no matter how remote/unlikely, as this would help me look into this for you.  There are no other email addresses linked to your telephone number that my system shows me.

?? Any ideas??

I have replied they obviously did have access as the conversation on the phone i had with customer support could tell me they saw the original pot- because my mobile number would not register- So at some point they did have access and have switched my mobile number to a new account. I have asked for a transcript of the conversation i had with the cust support originally who confirmed there was another account with my mobile.

Any advice how I progress with this please?

It seems reasonable to me that they expect you to be able to confirm the email address the account is linked to.  Mobile numbers come and go, can be passed between family members or work colleagues or simply recycled, whereas email addresses are unique (as I understand it, although I may be wrong).  It sounds like they're simply being diligent.

Can you really not recall any old email addresses that you might have used?

dottystar3

No it was a previous phone email that was not linked to my pc - It never occurred to me there would be an issue as GDPR checks were made against my address to confirm who i was, the address is the same plus the mobile number - I have given them all the details of the recent vouchers i accumulated and spent, but that doesn't mean anything it seems. It is so annoying because the person i originally spoke to said they could see the account details associated to my address and could confirm the previous account was attached to my mobile number. GDPR is not solely email address, it is date of birth, address etc So out of all the info i can give them to confirm it is me- especially the spending i still cannot have access to my original account. I have one email address on my pc - i have one on my phone that is it. I didn't know the email address changed when you changed your phone i've had the same mobile number for years.

Aylesbury_Duck

dottystar3 said:

No it was a previous phone email that was not linked to my pc - It never occurred to me there would be an issue as GDPR checks were made against my address to confirm who i was, the address is the same plus the mobile number - I have given them all the details of the recent vouchers i accumulated and spent, but that doesn't mean anything it seems. It is so annoying because the person i originally spoke to said they could see the account details associated to my address and could confirm the previous account was attached to my mobile number. GDPR is not solely email address, it is date of birth, address etc So out of all the info i can give them to confirm it is me- especially the spending i still cannot have access to my original account. I have one email address on my pc - i have one on my phone that is it. I didn't know the email address changed when you changed your phone i've had the same mobile number for years.

Unfortunately it's their scheme, so it's their rules.  It may be annoying, but the root cause here is that you've changed email address and forgotten the old one.