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Morrisons scam

(48 Posts)
WhiskeyLullaby Wed 13-Nov-19 21:27:41

With Christmas coming I decided to check my points balance and notice that someone else used £50 worth of vouchers in a shop miles and miles away in September . More points have been taken since 2018 (one lot in Wales!!) but I'd be happy just to sort out the most recent one.

My own fault for not checking it more frequently , but I wondered if this has happened to anyone else and what were the outcomes?

What I found on the internet didn't feel me with confidence as it seems it happened to a lot of people starting around the same time and very few have had refunds.

The line I needed was shut tonight so sent them an email and will ring tomorrow after work. I've changed my passwords and preferences and hopefully this will stop further theft, I will also request new cards.

Really stressed about tomorrow and quite pissed off at myself that I saved them for nearly 2 years and all that I have to show for it is £15 with a month to go until Christmas.

WhiskeyLullaby Thu 14-Nov-19 15:50:09

No one replied so I'm just going to rant by myself.

Got a very dismissive email back from Morrisons basically saying it's not their fault,they haven't been breached,they followed their procedures so it must be my side that was breached and they are not responsible. No mention of refunding the points or not or what would happen next.

Talked to someone on the phone as well who said they'll forward it to a manager,but given the reply in the email I'm not holding much hope.angry

AnchorDownDeepBreath Thu 14-Nov-19 15:51:16

This happened to me twice; Morrison's didn't care and I haven't used them since.

WhiskeyLullaby Thu 14-Nov-19 15:59:15

I don't blame you, after looking online it seems to have happened to a lot of people with pretty much the same results,it's your fault ,nothing to do with us which I find awful customer service. Especially since after a bit more googling it turns out they had an employee convicted for fraud as he used customer's points,so it can definitely be a breach on their side as well.

TheReluctantCountess Thu 14-Nov-19 16:00:40

That’s really frustrating. How have they managed to spend your points?

Singlebutmarried Thu 14-Nov-19 16:05:40

Sounds like a data breach.

I’m not sure what the procedure is but perhaps have a look at the ico website and see if there’s a way to raise a grievance.

They (Morrison’s) are obliged to store your data in a secure way.

It would appear they have not done this for you and many others.

WhiskeyLullaby Thu 14-Nov-19 16:06:09

Either by cloning the card or using the app (logged in as me )I'd assume.

They loaded the points to card/on app, made a transaction and then got the vouchers to spend.

I think the way they've responded is what pisses me off the most no sorry we can't refund because x,y,z or any offer to refund or any other solution or option.

Just a long stream of text as to why it's not their fault and why they haven't been breached and why it must've been my side and how they couldn't have known that something was wrong.

SKMCR Thu 14-Nov-19 16:08:33

I'd definitely play the data storage card. That's pretty poor of them.

GrumpyHoonMain Thu 14-Nov-19 16:31:39

Yes that sounds like a data breach. Take it to Twitter

WhiskeyLullaby Thu 14-Nov-19 16:38:13

I'm not on Twitter so atm I'm waiting for a reply to my email and the follow up from the phone call,will go on social media if they just keep repeating their spiel.

They're denying any breach or wrongdoing on their part and that's that.

DGRossetti Thu 14-Nov-19 16:45:03

Morrisons IT hasn't a very good name at the moment.

BlastEndedSkrewt Thu 14-Nov-19 16:48:00

how strange - I noticed that I hadn't got my last 2 vouchers so rang the Morrisons more card customer services & they loaded 3 vouchers worth of points onto my card so it printed new vouchers next time I visited the store.

Whole phone call only took a few minutes & they were very helpful.

Stupiddriver1 Thu 14-Nov-19 16:48:31

Report to ico saying there must have been a breach?

WhiskeyLullaby Thu 14-Nov-19 16:56:04

It obviously seems to be an issue that has been going on for a while looking at the moneysavingexpert forum, but at no point have Morrisons issued a statement or warning or changed the way the card or app works

By the looks of it,even if you change the password, the app stays logged in anyways so the people committing the fraud can still use it.

Apparently their responsibility stops with recommending people use a unique password for Morrisons(which I have) and sending a website where you can check if your email address has been compromised that then tries to sell you their services for improved internet security.

UnfamousPoster Thu 14-Nov-19 17:00:47

Same happened to me with Tescos. I always suspected an inside job as it wasn't as simple as using my username and password, but it needed the full Clubcard number too.

Thankfully the couple of times it happened Tesco caught it and reimbursed the vouchers before I'd even noticed, but it was a nuisance at the time.

Ferretyone Thu 14-Nov-19 17:03:01


Sad to hear of this but - frankly - an e-mail isn't going to do it.

Write a letter to the CEO at head office and cc it to the Daily Wail [for example]

Ariadnepersephonecloud Thu 14-Nov-19 17:09:23

That's so sucky, sorry OP. Glad I don't have a Morrisons card now if that's their attitude

WhiskeyLullaby Thu 14-Nov-19 17:09:56

@Ferretyone I expect you're right,but since I only discovered this last night, I'm taking the reasonable steps first and despite that email giving them the benefit of the doubt. I will obviously escalate as needed if nothing happens.

The things is,they know there's an issue,they know customers have compromised accounts(if it's really us not them) but they've done nothing to update their procedures ,authentication methods or the ways the card/app can be used.

Readyread Thu 14-Nov-19 17:49:39

This EXACT same thing happened to me. Exactly as you've described, my points loaded on to my card and used miles from my home town in a store I'd never been in.

I went to customer service, then fraud team then the complaints team and they all said it's not their fault.

I then emailed the CEO and had a reply from the CEO's office around a week later echoing the other replies I'd had. They weren't going to take it further and if I wanted to pursue it, I needed to contact the police?!

I dropped it from that point but if you do get anywhere, please let me know!

Kittygirl47 Thu 14-Nov-19 21:44:18

I’m Morrisons staff, it’s frequently brought up on the staff Facebook page as staff have it happen to them too. Obviously being staff they roll over but I’d go mental if it was me.

JaceLancs Thu 14-Nov-19 22:01:39

I’m now wondering if that’s the reason I never get a voucher despite shopping their often
I seem to get nectar points, Debenhams and marks and spencer vouchers much more often

Stefoscope Fri 15-Nov-19 08:41:22

I'd be annoyed they allowed someone else to spend them. They should reimburse you in full at the very least.

The computer system for More points seems utterly shit. I've been ordering online from the for the past 2 years (so minimum £40 spend per week) and just found out my card was deleted prior to that as I didn't use it for 6 months or so. So I've basically lost any points I ever had with them. No notification that this would happen and I can't see anything in the small print anywhere online saying points are only valid for a certain time period. All the while they were sending me promo leaflets through the post for the 'deleted' card number and offers based on my spending habits!

WhiskeyLullaby Fri 15-Nov-19 10:36:16

Got an email reply. Not our fault,not refunding contact Action Fraud.

Storm1966 Fri 15-Nov-19 21:50:49

Hi, you need to change preferences so you £5 vouchers print automatically when 5000 points is reached instead of saving them in your account.

isspacethefinalfrontier Fri 15-Nov-19 22:30:42

Money saving expert may be a better forum than mumsnet

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