Nectar card

[zsdom]

Bit of a random one

I had a balance of well over 16000 points (around £85 worth) however at the beginning of July these were taken from my card, they'd been used at a Sainsburys store in Hornsey in London, for context, I live in Birmingham & Hornsey is well over a two hour drive away, and I'd been at work in Solihull that day and clearly wasnt me.

I raised it with nectar & was told it would be investigated, a new card sent and any remaining points transferred to a new card, this took 3 weeks to arrive and no points transferred, I then contacted Nectar to query this to be told it will be sorted after a wait of 28 days from the date the dispute was raised, cutting to the chase, it's now 6 weeks since I've raised it & I'm without my points, I've contacted Nectar 5 times, even on one occasion getting fobbed off with a fake complaints team email address, there's no way to raise a complaint they just say contact us, I cant find who their regulator is to complain to or any other way to take it further

If it was just a few hundred points I wouldnt bother but for the amount it's worth chasing

Does anyone have any ideas how to complaint or anyway I can try to get the point back?!

[BJPPJB]

I had exactly the same back end of last year, points spent somewhere down London way.

I contacted them via Twitter and it was a couple of weeks for them to sort from what I remember, they even gave me 2000 additional points as an apology. Might be worth a try, I seem to remember on a previous occasion they were also much quicker to respond via Twitter than email/phone.

[The Leaper]

I had 40,000 Nectar points stolen a couple of years back. My card was used in a garage in St. Albans. I phoned Nectar, they cancelled my card on the spot, delivered a new one next day, and that day the 40,000 points were restored with 2,500 more for my troubles.

R.

[5pen]

Sounds odd. Exactly the same thing happened to me earlier this year. A similar amount of points redeemed in Sainsbury’s about 300 miles from where I live. I called them, old account closed, new account opened with the points restored and another 2000 added for the inconvenience. Took one short phone call.

[Fipster]

Same here. About 6 months ago there were two small transactions/purchases adding about 3 nectar points, then two separate ones at an Argos near Coventry which cleaned me out of £150 worth of points. Contacted Nectar on twitter, new acct set up and points restored along with some extra as a gesture of goodwill.

[Lancelot]

Well having just read this I checked my points and somebody has spent most of them.
13,500 spend in Kent early August. I live in Yorkshire.
Will be on to them first thing Monday.

[fatandwheezing]

We had the same 3 or so years ago, ~£50 I think. Nectar clearly improved their response since as they didn't give a st back then. Clearly a common scam as I had 85 in my booking.com wallet disappear on flights from NZ to Indonesia a couple of months back. Only found out as I got an app pop up suggesting things to do when I get there. Their customer service was particularly awful, all I could get as a response was "contact the airline to make any changes".

[zsdom]

Small update, I rang on Monday to be told all points would be redeemed within 24hours.

Guess what……..

[g4ry13]

• checks nectar account*

Is everyone using the app?

[Lancelot]

zsdom said:

Small update, I rang on Monday to be told all points would be redeemed within 24hours.

Guess what……..

I rang Monday as well.
Gave me a new card number and then said it could be a couple of weeks before I get my points back while they investigate.

[Mr-B]

g4ry13 said:

*checks nectar account*

Is everyone using the app?

Yes. I always get a paper receipt too as that shows your latest balance so you have a record of your points to date.

[zsdom]

To put this one to bed, after a further phone call the points were re-allocated to my card less than 5 hours after my call.

I also have a complaints email address of support (at) mynectar . com

[Mr-B]

Don't know if this type of fraud is increasing but yesterday I had an email from Nectar saying that before I next spend any points I will have to phone them first (just off to check if the email is from them and not a spoofed email - yes it's genuine) I do have a lot of points and haven't spent them for ages so quite glad they are taking steps to protect customers. I do use the app regularly though so I would notice quickly if anything was wrong.

[cuprabob]

Mr-B said:

Don't know if this type of fraud is increasing but yesterday I had an email from Nectar saying that before I next spend any points I will have to phone them first (just off to check if the email is from them and not a spoofed email - yes it's genuine) I do have a lot of points and haven't spent them for ages so quite glad they are taking steps to protect customers. I do use the app regularly though so I would notice quickly if anything was wrong.

I got the same email a few months back. I did call them up to confirm authenticity and the process when I next decide to spend points and the time frame.

Edited by cuprabob on Thursday 12th September 17:31

[Cotty]

For those that got a new card, is it working ok? I had some points taken and had a new card issued with the missing point credited.
I linked the new card to Sainsburys and can collect points but I can't use them to pay for shopping online.

Its this bit on the website, when I hit the Link Nectar account button nothing happens.

[SO27]

Cotty said:

For those that got a new card, is it working ok? I had some points taken and had a new card issued with the missing point credited.
I linked the new card to Sainsburys and can collect points but I can't use them to pay for shopping online.

Its this bit on the website, when I hit the Link Nectar account button nothing happens.

I had a similar thing, but had to register the new Nectar card to a new email address. Then the Sainsbury's login has to use the same email address as the Nectar account.

[Dan_H]

I've just had 1000 points 'stolen'! After a very long wait on the phone this morning they have blocked my account and created a new one so I will get a new card etc. I did a bit of searching and found a thread on MSE which says people use a random number generator to guess nectar card numbers and when they find a 'live' one they can then spend the points on it. Apparently this has been going on since 2018 but Sainsbury's/Nectar haven't bothered to fix this loophole. The 1000 points is worth £5 so that's all they got but I have about £250 worth of points on there so was lucky they only took the £5, I will get reimbursed the missing points but no mention of any extra points for the trouble.

[gtidriver]

My Mother, her friend, and my sister have all been scammed for their nectar points, I can't log on to my wife's account either. This is tomorrow's job. Scumbag points thieves better leave my Clubcard points alone.

[entropy]

it's Thursday and checked what bonus points are on offer this week and found out some piece of scum in London cleaned me out >£70

Checking old emails there was a confirmation email from Nectar. I ignored it thinking it was a scam phishing email!

Dan_H said:

random number generator to guess nectar card numbers and when they find a 'live' one they can then spend the points on it.

This sounds plausible or could be an inside job and our data is being sold on the darkweb. They did a test transaction in Ealing Broadway, waited for the points to be added after 24hrs and then cleaned me out in Acton.

[Dan_H]

Well when I reported the theft to Nectar yesterday they said the account was now blocked and they were setting a new account up for me, well turns out it wasn't blocked as I reckon the person who did the initial £5 theft has now gone back and cleaned the account out at a Sainsburys about 5 miles from the 1st theft I know I will probably get them back but Sainsburys must be losing a fortune to these scammers!