Have I done something wrong here?

[Tilllly]

I have an Iceland bonus card - it's not a points scheme, you add money to it. I generally round up £1 / £2

Anyway I'd about £60 on it so last time I went in, a month ago used it to pay £35

But saw last week that another £19.50 had come off. I contacted them and said that wasn't my spend and they said they could see it was done 200 miles away and would close my card and send a new one

I asked about the money and they said they would "consider" this once I'd confirmed a new password on my account and my email

I can do that but since my card is on my phone, and no other cards are compromised, I feel they've been hacked, not me

But am not very IT savvy!

I’m really sure what you’re asking?
You know it wasn’t you.
I would tell them I don’t want a nice card, it’s clearly not a secure way to hold money, and you want the full amount directly refunded to your bank account.

Sorry, not at all clear was I?!!

I suppose I'm asking if I've failed to protect my "account" as I can't see what more I should have done. My other cards are ok

And isn't it their fault someone accessed it?

Doesn’t sound like you’re at fault, keep on at Iceland to get your money back.

Do they think you maybe gave your card to someone else?

They're not going to admit they've been hacked even if they have. It sounds like a technical error (on their end). Just provide them with a password and then tell them to send a new card.

Ok thanks

I suppose they wouldn't admit it - when I googled, I got some hits for a major issue they had 2018 but nothing recent