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Original poster

Nectar Points Stolen

70 replies

LadyGaGasPokerFace · 09/12/2024 21:02

I’ve just checked my account and I’ve ‘lost’ 7,000 nectar points. They took 500 in Highgate and then 6,000 in Rhyl and another 500. Neither of which myself and dh has been to.
Both dh and I have checked and we still have our cards. There must be some serious loophole in security if someone can nick points from a loyalty card like this.
I’m going to call them tomorrow and have words either them. My brother says his friend had this too. It would be interesting to know if anyone else has lost points like this.

OP posts:
Wolfiefan · 09/12/2024 21:07

We had this too. Points taken in London. We weren’t anywhere near there. They refunded. But now my husband and I can’t have our cards linked. I’ve got to have the same account as him and they have to transfer my points and close my account. PITA.

Spanglybangles · 09/12/2024 21:22

This happened to me last week, points spent at the other end of the country from me. I called up, they closed the account and sent me a new card. Credited the points spent but I’ve lost the rest of them. Very annoying.

YarkYark · 09/12/2024 21:31

Here's a link to previous tales of woe:

https://www.mumsnet.com/talk/_chat/5120830-has-anyone-else-had-their-nectar-points-nicked?utm_campaign=thread&utm_medium=share

Nectar do seem to get the points back to you, but agree the security is a problem.

bestbefore · 09/12/2024 21:37

Had mine nicked too, 6000 of them, I've been recredited though with them - I contacted them via Twitter

user1474315215 · 09/12/2024 21:39

I found my card had been frozen, after I converted a lot of Avios points to Nectar. When I queried it I was told that it was because there is a high incidence of points being stolen (goodness knows how!) so I now have to phone up if I want to use them.

edwinbear · 09/12/2024 21:44

I had £55 worth stolen a couple of weeks ago. I’m in London and they did a quick 500 first, to test it out I guess, then another 10,000 a couple of hours later, in Southampton. Nectar were very good to be fair, closed my account, sent a new card and recredited my points. Lost my ‘progress’ on the Christmas spending challenge though which was annoying.

Parky04 · 09/12/2024 21:46

I never save them up. As soon as I have £2.50 worth, I redeem them!

Wolfmango · 09/12/2024 21:51

Don't let them build up that much! The most I ever have is maybe £20 worth of boots points. I use my nectar points as soon it gets to £2.50. I'm worried I'll die never having spent them otherwise 😂

FrenchandSaunders · 09/12/2024 21:53

Yep £45 worth of petrol in wales. I live in London. They cancelled my card and put points back on new one.

Tortielady · 09/12/2024 21:56

Me too. 61000 points, or about £300 and spent in Argos (unspecified location) or Sainsbury's Local in Woking, where I've never been in my life. I've got emails referring to both. Had I known Nectar's security was so poor, I'd never have let my balance go over £30!

I've been in touch with them via the helpline and my account has been frozen. A new card is on its way out, after which I should get my points refunded. I think that it would be wise to construe Nectar as a bank with sloppy security rather than a loyalty points scheme as such and treat them with the confidence they deserve. As well as contacting the helpline, I created a paper-trail via Messenger which I've saved in screenshots. Hopefully, I'll get my new card this week. If I don't, I will not spare them the benefit of the doubt; I'll be straight onto Messenger to ruin their day😁

USaYwHatNow · 09/12/2024 21:58

My parents recently lost 1000s of Nectar points and never got them back. So frustrating as Nectar wouldnt actually do anything to help despite them being able to prove they hadn't spent them themselves.

FeegleFrenzy · 09/12/2024 22:05

I’ve read about this happening in the media before. No idea how it happens…..is it employees? Are people hacking the online system? Why haven’t Sainsbury’s stopped it?

Tortielady · 09/12/2024 22:08

FeegleFrenzy · 09/12/2024 22:05

I’ve read about this happening in the media before. No idea how it happens…..is it employees? Are people hacking the online system? Why haven’t Sainsbury’s stopped it?

Apparently (and I don't know if it's true, it's what I read by googling) it's got something to do with the fact that you don't have to log out of your Nectar account. If your account is left logged in, anyone with access to the database can see how many points you've got.

Original poster
LadyGaGasPokerFace · 09/12/2024 22:44

Thanks for all the information and stories of losses. Interesting that my points went walkies in London and then Wales 🤔 I’ll be really angry if they don’t reinstate them back. There’s clearly some massive fraud issue that they can’t be bothered to figure out if ur keeps happening.

OP posts:
bestbefore · 10/12/2024 11:39

It must be costing nectar and Sainsbury's a lot! My criminals alsp got the benefit of nectar prices on the items they bought as test items

PromoJoJo · 10/12/2024 11:41

This reply has been withdrawn

Withdrawn at the poster's request.

Jijithecat · 10/12/2024 12:10

My account was recently hacked and it's such a pain.
I was baffled as to how it happens until it was pointed out to me that there's no chip and pin on a Nectar card nor two factor authentication just a bloody long number. If you know how to do these things it's actually quite easy.
I contacted Nectar and ironically, but quite rightly had to answer lots of security questions. They sent me a new card and reinstated my points.
I wish Nectar would beef up their security. That they will just reinstate points shows how much profit they are making (from us).

Original poster
LadyGaGasPokerFace · 10/12/2024 21:24

I spoke with Nectar earlier and as I wasn’t there lead account holder they couldn’t do anything 🙄 anyway, told Dh who called them straight away and they’re replacing our cards and reinstating all our points. On talking to a work colleague today, she lost £80 worth of points last year, but she had those reinstated too. They must be losing a mint with this scam.

OP posts:
Tortielady · 15/12/2024 21:17

I got my new card on Friday and all of my points have been reinstated. I had problems registering the new card and rang the helpline. The chap I spoke to said I had to go through the website not the app. Then he said something very interesting, or rather, it was the way he said it. "Take the app off your phone. Get it right off." He was emphatic, even vehement about it and he made me wonder. . .anyway, I took his advice and will manage my account through the website in future - and I'll log out of it after use.

NoisyZebra · 16/12/2024 10:02

I have had 17,500 nectar points stolen from my account this weekend. I received an email on Friday night at around 6.20pm thanking me for spending 500 nectar points. Didn't think anything of it as my daughter uses a card on my account . At 5.20pm on Saturday received another email confirming that I had spent 17,000 points. I logged onto my online account and saw that both transactions had taken place in Salford which is no where near me in Staffordshire. Tried to call customer services but they had closed for the weekend. One thing that I have noticed, my daughter who is at University in Bath has online shops delivered by Sainsbury's. I asked her to send me a recent receipt and notice that the receipt shows the last 7 digits of the nectar card and also your current points total. I would be interested to know if anyone else who has had points stolen has online orders delivered. I don't know why it is necessary for them to quote your nectar card number nor your points total on the delivery notes. I have spoken to customers services this morning & they have confirmed that a new card has been ordered for me & the 17,500 points will be re-instated. I certainly won't bother saving my points for Christmas again.

Rosywillow · 20/12/2024 14:17

It's just happened to me. £2.50 worth in one transaction, presumably to see my points balance, and then £57.50 which wiped my points out. The transactions were in Essex and I'm in Derbyshire.

@NoisyZebra I had my first ever online order two weeks ago, which might be a coincidence but it's a strange coincidence if so.

I was saving those points for Christmas food next week! The live chat person said they would cancel my account, give me a new card and refund the points, but it could take a month.

NoisyZebra · 20/12/2024 17:39

I am sorry to hear that you had a similar experience. TBH until last week I have never received an email confirming that I have spent my points but it might be a warning to others to contact Sainsbury’s customer services urgently if they receive such an email to block their account. I don’t know why the delivery receipts have to show your nectar balance and some of the card number 🤔

99point6 · 20/12/2024 17:48

I had £100 worth stolen in October. Was spent in Derby - never been there. They actually earned some points on a shop and then spent the 20000 or whatever. Was sent a new card but going round in circles trying to register it to same email address. Keeps throwing an error. Will have to phone them again.
It was only a week or so after I did first scan as you shop. Mmmm

nookmiles · 20/12/2024 18:05

Happened to me last Christmas. Had over 8000 nectar points 'stolen'. They were used in a petrol station 300 miles away from where I live.
I called nectar and they were really helpful, sent me a new card and reinstated my points and advised me to change my password on the nectar/sainsburys app.

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