Morrisons customers slam supermarket after seeing their loyalty card points vanish

21 November 2019

Shoppers have complained about the security of the supermarket’s reward scheme and the lack of customer support

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Morrisons customers are up in arms after seeing hundreds of pounds worth of points disappear from their loyalty card accounts.

The Morrisons More loyalty scheme is free to sign up to and gives you five points for every £1 spent in-store, online or at one of its cafes. You also get five points when you buy a litre of fuel at Morrisons and 25 points for every £1 spent on gift cards.

Shoppers have been left fuming after saving up their points all year for their Christmas shop only to see them vanish with some threatening to boycott the supermarket.

One frustrated customer wrote on twitter: “I have to say I am very disappointed and angered at the way your customer services dealt with my complaint. I have been a victim of fraud and £50 [in] points has been taken out of my account right before Christmas.”

Customers have complained about the security of the supermarket’s reward scheme and the lack of customer support.

Another unhappy customer wrote on Facebook: “£60 of points gone missing here too. Shocked and saddened by appalling attitude to customer services.

“After changing my password to my more account, a week later I can still access the app without logging back in. How many customers does this need to happen to until Morrisons does something to improve their security?”

Several customers have claimed on social media that their accounts have been hacked after seeing their points being spent in other parts of the country.

One customer says: “So, I’ve had £50 of vouchers taken from my Morrisons More account...And spent in their Hunslet store in Leeds!! Wouldn’t mind but I’ve never even been there Emailed and called them and they won’t refund me so I’ve essentially lost £50! Swapping to ASDA now.”

Another says: "My points were stolen too...the points were used hundreds of miles away...and like everyone else they took no responsibility for it."

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Why has this happened?

Morrisons says that it has not suffered a data breach and that the problem has occurred because customers use the same usernames and passwords across different sites.

A Morrisons spokesperson says: "Online hackers target people who use the same username and password across multiple sites.

“We regularly remind our customers about the importance of using a unique password. We take online security very seriously and our customer data has not been breached."

What can you do?

Make sure you change the passwords on all your accounts. Be sure to use a strong password that is unique and contains letters, numbers and symbols. Morrisons has not said how many customers have been affected or what you can do to get your points refunded.

You can contact Morrisons by phone on 0345 322 0000 or you can email fresh@morrisons.com.

If you are worried that your email has been compromised you can check on the website haveibeenpawned.com.

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