M&S Credit card - 42 unrecognised transactions

Pitchperfect

Anyone got any advice on dealing with M&S credit card?  I have had 42 separate unrecognised transactions between 13th and 21st May 2025.  They were all with Sainsbury's online - but strangely included seven credits to my account. Total charged to my card, less the credits is £3.5k. This all looks very odd as I can't see fraudsters returning money, so could it be a system glitch?  M&S being defensive - deny it is related to the cyber attack - I cannot get through to speak to anyone and have had different advice from on-line chat's.  My sister had an unauthorised/unrecognised charge on her Barclaycard and they just reimbursed her - no issue.  I have stopped the credit card clearly (but it wasn't the physical card that was the issue) and it is now with their disputes team.  The communications is very poor - been told they would contact me in 48 hours (didn't) and now its 7 days. In the meantime they are insisting I have to pay the credit card bill while its being investigated.

UnsureAboutthis

Demand to speak with their fraud team, I sure there must be a phone number on Google.

NoodleDoodleMan

HSBC are the background bank which run M&S credit card - maybe worth a call to them ?

I would also be 'phoning Sainsbury's - they appear to be a key factor.

Mark_d

When shopping with online supermarkets, if an item is rejected or unavailable then an amount is credited.  So this is not necessarily a system glitch.
I believe M&S Bank is run by HSBC rather than something linked with Marks & Spencer's systems.
I would have expected the credit card to put the charges on hold whilst they investigate - rather than making you pay.  Have the police/Action Fraud been informed of the fraud?
It's shocking that you can't get through to someone by calling the phone number on the back of the card.  Certainly worth a complaint.

born_again

Pitchperfect said:

Anyone got any advice on dealing with M&S credit card?  I have had 42 separate unrecognised transactions between 13th and 21st May 2025.  They were all with Sainsbury's online - but strangely included seven credits to my account. Total charged to my card, less the credits is £3.5k. This all looks very odd as I can't see fraudsters returning money, so could it be a system glitch?  M&S being defensive - deny it is related to the cyber attack - I cannot get through to speak to anyone and have had different advice from on-line chat's.  My sister had an unauthorised/unrecognised charge on her Barclaycard and they just reimbursed her - no issue.  I have stopped the credit card clearly (but it wasn't the physical card that was the issue) and it is now with their disputes team.  The communications is very poor - been told they would contact me in 48 hours (didn't) and now its 7 days. In the meantime they are insisting I have to pay the credit card bill while its being investigated.

If you think you've been a victim of fraud, act promptly.

If you have M&S Bank card, call 0345 900 0900

Pointless contacting anyone else, Sainsburys will not do anything, as you are not their customer HSBC can't do anything, as again you are not their customer. get the card stopped them M/S it is not you. If you have to hang on to get through, just wait.

Raise a complaint unrecognised transactions fall under payment services directive. So should be refunded straight away. Only reason that they might not is if you have a sainsburys account & that has been hacked.

M/S money has nothing to do with retail arm that has been hit.

PRAISETHESUN

Call the number on the back of your credit card and report it to the lenders fraud team...

KittenChops

@Pitchperfect

I have an M&S credit card - I get a notification from the app for every transaction (in person or online) - I would recommend you download the app & switch these on - if there are any more unauthorised transactions, at least you will know as soon as they happen & can take action