To think I've been scammed. Help!!! Sainsbury's shit customer service or scam?

[Halloweenrainbow]

Please help I'm freaking out.

So I try to log into my account to book online delivery and my password is not recognised. I click to reset password but I get a message stating there is no account linked to this address. Almost scammed like this before so was trying to be careful. I go through the website to get the help line number. Advisor asked for, name, previous order number and email address. He was able to identify my last name with this info so I thought legit as this point. He then gave me a password to access my account. At first, I though he meant he could access my account details through an internal system but through the conversation it he made it sound like he was actually just logging in though the public website (if you know what I mean)! Freaking out. I got sent a 6 digit code and he asked me for it. At this point I became suspicious and refused. He went off to speak to a colleague and now I'm waiting for further details to be emailed to me within 72 hours. In short, it seems this random person may have access to my account but I cant even get in to change the password, lock, cancel account. What the hell am I supposed to do?

Try not to panic. I don't quite understand - if it was the actual helpline number from the Sainsbury's website how could the man that you called be the scammer?

In short, it seems this random person may have access to my account

If you phoned the helpline, then he's not a random person, he works for Sainsbury's. Are you certain you went through the genuine Sainsbury's website? If so, then I can't see what you're worried about.

Have you got the helpline number you rang or the web address you used to find it.

A quick google will tell you if you if you have legitimately phoned the correct sainsbury helpline.

and the web address will have a slightly odd url.

Have you checked your bank account? Maybe put a temporary stop on the card you use for the online shop just in case?

He still shouldn’t be asking for the code generated to reset the password. He should be able to unlock the account so o/p can reset it herself, or send a randomly generated password so she can log in and change it.

I do think you’re blowing this out of proportion abit. It’s not your bank account, it’s Sainsbury’s.

Did you call the number on the Sainsbury’s account? What is the actual website address you’re using?

But it prob has 2FA on it hence why the security code gets sent to her mobile only.

OP - are you sure that when you tried to reset your password at the beginning that you didn't mis-type your email address and that's why it said account doesn't exist.

Have you checked that the number you called is their genuine helpline? I'm think they have a live chat option too.

I know their site has had issues recently. When it was saying there was no account linked, were you trying your postcode with a gap between in the middle. NW1 2AH rather than NW12AH? Some sites are glitchy with things like that.

I had to call three mobile network and they generated a passcode which was sent to my mobile and then I had to tell it to the customer service assistant to prove my identity. It's a fairly standard practice as they don't know you from Adam and you could have been a scammer yourself.
Don't really understand why you think you've been getting shit service or why you think the person was random and accessing your account from a "public website".

Thanks for your replies!

Yes, I'm sure I called the correct number - I've called it before with no issues.

My concern was that he used the temporary password to access my account via the web which I though was odd and I couldn't to get in to change it - it freaked me out for a second since my bank details are on there. I've never had to reset a password this way for anything. Usually its a code to allow access to change it myself. Nobody should know the password.

He then asked me for the passcode which was sent with a message warning against sharing the passcode with the call handler!. I was worried I'd been redirected somehow and was on the phone with a scammer. This has happened to me before so I'm a bit paranoid.

Update - I double checked the number and phoned back to request my account be blocked and the person I spoke to this time was much more helpful. I think we might have sorted it out. I was able to get access using the temporary password before changing the password immediately myself so I feel a lot better.

I've been on the phone to them for more than 90 minutes in total this morning. Still have no idea what caused the initial problem but hopefully fixed now.

Has this happened to anyone else?