Someone Has Been Using My Wife's Everyday Rewards Card for 10 Months

My wife and I each have an everyday rewards account. We use them interchangeably depending on who has better points deals.

We tend to save our points for christmas (and on my account we have them banked for christmas), but for months our points balance on my wife's account has been at 0. I thought it was weird, but assumed my wife had been using the points when shopping (and she assumed I had been using them).

With the return of the everyday extra 10% off to online use, we put together an online grocery shop today and tried to apply the 10% off code at checkout, only to be given an error message. When we checked our receipt history, we were gutted to realise that someone had used our 10% off code already this month, and that same person has been using our points every time we have accumulated them since January this year. We never noticed because the points were always removed from our account before we even realised they were there, and we hadn't had the need to go through our receipts for any reason.

This person has taken over $200 in points, and two everyday extra 10% offs which would have saved us about another $70.

The worst part is that they shop at our local Woolworths. Regularly. They pay with their card too, so they would surely be identifiable?

I assume everyday rewards can issue is a new card number, but I just don't really know if there's anything I can do to recover the lost money. I will contact Woolworths tomorrow but I'm not optimistic they'll give us anything back. I also turned push notifications on for receipts so I know if they use the card again, in the unlikely event I'm at Woolies and I get a notification I can bolt to the checkout and find out who this SOB is. Is there anything else I should do? If there's nothing I can do then I'll take it as an annoying $270 lesson and let it be.

Also, is it possible that someone is making a genuine mistake? I don't know how they could have possibly gotten my rewards barcode, but I know others have had similar experiences (e.g. here).

Thanks.

Update:

Thanks everyone for your help. I got on the phone with a Woolworths customer service rep and they credited us with all of the stolen points and back-issued us 10% off our largest two shops (paid in points) to replace the codes this person used. They also cancelled/reissued the card and we changed the account password. I'm relieved, but the mystery of who this person is (and whether they are connected to us in some way) remains unsolved, I guess it will be forever unsolved. Short of waiting outside of woolies every day and waiting to get a notification that they've used the card, I'm not sure there was any way to get to the bottom of that. But if per-chance the mystery is every solved, I'll make sure to update the post again.

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Comments

  • +4

    inb4 staff using customer point conspiracy I have heard.

    • Lol my wife honestly just suggested this to me as a joke

  • +15

    There have been well publicised security issues with everyday rewards program for at least the last 3 years.

    Google it. You will be shocked.

    • There were then they increased the security by adding two-factor authentication, so someone else has access to OP's wife phone as well ?;)

      • -4

        I think they just have a screenshot or picture of the barcode. Maybe one of my kids was holding the phone open and the perpetrator snapped a pic while walking past or something…

        • How would they have gotten the discount code?

          • +1

            @kiitos: If you have the card barcode, the option to use the everyday extra 10% off comes up when you scan it.

  • +22

    Probably the boyfriend

    • +3

      Whoever it is buys the weirdest stuff. It's all energy drinks and gummy bears. And one time… a calculator. I mean what even?

      • +11

        Could it be one of your kids? Unsure of their ages

        • +12

          All under 5. If it's one of the kids I've got MUCH bigger problems.

          • +3

            @djthornton: Yes, that would be a concern.

            So then my guess is your wife’s online account could be compromised . Perpetrator can generate barcode easily once they have your reward number. Once they know you have $10 they can go to the shop and claim.

            What is disturbing is they live near you. That I can’t explain, and there is a chance someone close to you been doing that.

            I suggest you first change your account password, then get a new set of reward numbers. Monitor the situation for a few more months.

            Stop the leak before getting compensation about lost points

            • +1

              @avoidfullprice: Thanks, this is very helpful and I agree the weirdest part is that it's someone who lives nearby.

          • @djthornton: At least they are using the 10% discount. You've raised them well.

            • +5

              @donga100: If only! They're doing it all wrong, they used it on a $60 and $70 shop, this is one sick bastard.

      • +1

        Does one need a lot of energy to keep up with your wife? Probably need to calculate how many energy drinks needed

      • Someones high?

      • drugs…

      • "It's all energy drinks and gummy bears. And one time… a calculator."

        You're being scammed by Barnaby Joyce?

  • +2

    I personally cancelled my EDR card two years ago. Enough horror stories on here and elsewhere., plus too much wrong with the website (buggy, slow, glitchy, login issues) gave me the feeling that it was actively being brute forced and exploited. I would encourage others to also do so.

    At one point, I logged in, and it showed me someone else's account entirely. Another time, I tried to call the online support team to report a login bug, but they didn't take it seriously and never got back to me.

    • This is really unfortunate but thanks for sharing. I'll see how I go this morning on the phone to their customer service team, hopefully they take me seriously.

  • Is the 10% off back for online Woolworths orders / deliveries?

    • +2

      Yep as of this month. We (along with many others) complained about the change to in-store only!

      • +1

        That's grear to hear! Thanks for posting, otherwise I'd have never known. I hope you get your card situation sorted.

        • No worries!! Hope it saves you some $$ :)

        • +1

          Woolies emailed everyone and someone also posted a PSA on OZB

          • @John Kimble: I didn't get an email because it only applies to Everyday Extra subscribers, not Woolworths Insurance customers.

    • I believe that the 10% inline is back for the Everyday Extra product only, not for their insurance or mobile products.
      Someone, please correct me if I am wrong.

      • I still have it with the mobile on a 12m prepaid sim.

        • Interesting.
          Did you lose the mobile 10% discount online for a period and then get it back in Nov? i.e did you never lose the discount because it was a benefit of your 12 month plan??
          Can anyone with a new (taken out in Nov) Woolies mobile plan confirm that they get the 10% online discount

          • @nige0090: Apologies, didn't realise you were talking about the online discount. I only use it in-store.

      • You are correct. From a Woolies customer service rep,

        "The monthly promo codes are just reactivated for Everyday Extra customer, unfortunately not for insurance customer, currently the 10% off can only b used in stores."

        It turns out to only be for the Everyday Extra subscribers, which really sucks. I bought Woolworths insurance to get the 10% off online because my disability makes it difficult to get to the shops.

        From this article, https://www.news.com.au/lifestyle/food/eat/woolworths-revers…

        “As a result from November 1, we will be reinstating the option for our Everyday Extra subscribers to redeem their 10 per cent monthly discount online, when shopping at Woolworths and BIG W", said a Woolworths spokesperson.

        The Everyday Extra is a monthly subscription program for Everyday Rewards members, costing $7 a month, or $70 for the year.

        • This was my understanding, until I saw donga100's comment above.
          Because of this, I've moved my Woolies insurance and mobile product to other providers.

          I'm probably going to pay the $70pa for Everyday Extras.
          A 10% discount per month, will be worth a lot more to me, than the $5.83 subscription charge.

          The removal of the discount online, but not in stores, does seem like discrimination against the less abled.
          I was surprised that they could get away with that, but I guess their lawyers must have okayed it.

    • Yes but it is not one in-store, one online anymore, it is just one per month whether used online or in-store.

  • Dying to know how Woolies handles this one.

    • +3

      Had a Rewards card issue just the other day. I did a b-i-g shop, well big for me, expecting to get 10% off. The self-serve machine seemed to hiccup, and I didn't get asked if I wanted 10% off. The Woolworths store staff's initial response was "we don't do this, its an outside organisation, can't help you, contact them". Then one of them figured out how to get me my 10% off on that shop retroactively.

      • Nice, that's a good outcome but sounds like you might have gotten lucky!

    • +1

      Just updated the post!

      • Damn! That was a quick resolution. Pity they couldn't track who the other account was. I mean, is it really monetary theft, like a proper crime or just plain points/discount stuff?

        • +1

          If it is "criminal", I'd say there would be enough time stamped data to line up with CCTV to nail the person.
          Just start with the latest debit/purchase.Which they should do IMHO, as small as the $$ is, it's still worth exposing the "thief." If for no other reason than to rule out inside job.

  • In the everyday rewards app, there is a live chat. I just tried now and there is a person available

  • +6

    The worst part is that they shop at our local Woolworths.

    This is the bit that makes the story odd.

    If it was some random person who had picked your card's number to use it would be highly unlikely it would be at your local store.

  • -4

    I thought it was weird, but assumed my wife had been using the points when shopping (and she assumed I had been using them).

    I am amazed by the lack of communications by couples these days. If one or the other party had asked each other about this then it wouldn't have caused all these headaches.

    • +3

      Two sides of coin. I can also say they trust each other they dont include this in their daily discussion.

      Shouldn’t judge someone until you know all the facts. But hey is OzB here

      • +1

        It's amusing to me how people comment on a relationship they have no knowledge about.

        But to be honest, we did talk about it a handful of times when we noticed there were points in the account that had disappeared, and when neither of us could recall using the points we just figured one of us had used them accidentally and not realised. There was no need to dig any deeper than that because we trust each other…

  • +1

    If you are really lucky they might give you something for good will. Start with cancelling the card and getting a new one. Best of luck.

    • +2

      Just updated the post, I think we were pretty lucky. Either that, or WW customer service is actually decent!

      • Good to hear a success story here!

      • Excellent result. It can be tricky with points when someone commits fraud. Sounds like Woolworths is doing the right thing.

  • +2

    They will return all the rewards dollars. This is why mine is set to saving for xmas. You need 2fa to turn it off.

    A while ago (maybe 6-8 years) there was a person who created a program to cycle through every rewards number to find cards that had rewards dollars available.

    • +1

      Wow, it's crazy that people can do that. The reason I don't think it's been rng'd is that they shop at our local store. But I'll keep investigating!

      • +1

        If it's the same local store, could it be someone related to you?

        • I'm investigating this possibility!

  • Pay a meth head to do the watching and waiting and get them to grab a mug shot as well. Then report back .
    I'm backing it's someone you know,well, but least expected. Do you use a carer or babysitter, or any in house help?
    Can 'rewards' be used on woolies fuel?

    • Can 'rewards' be used on woolies fuel?

      4c off vouchers, yes.

  • Were they a big spender? How do you know that they didn't earn all those points. I would have switched it to bank for Christmas, activated all offers and collected the free points.

    • A good idea if they were a big spender, mostly small transactions <$20 with the occasional $50-70.

  • +1

    I can confirm this applies to Everyday Extra subscribers only. Woolworths Insurance customers miss out.

    From a customer service rep,

    "The monthly promo codes are just reactivated for Everyday Extra customer, unfortunately not for insurance customer, currently the 10% off can only b used in stores."

  • Surprised no one has suggested it but if you usually use a digital barcode, is it possible that you have unknowingly lost the physical card (or one of the keychain barcode tags) locally that someone has picked up?

    • Possible but my recollection was that we threw away the physical card. Of course, I could be wrong!!

      • +2

        When you threw it away did you cut it up and put it in several bins?

        • Apparently not

          • @Protractor: It is what I do with any of my surplus cards. However the details might’ve been got some other way.

  • +1

    The only problem I had is the store staff putting my 10% off shop discount on something cheap like a loaf of bread. It's such a waste and it can't be put back onto your card.

    Hey great win OP! One for the little guys!!

  • +1

    OP, glad Woolworths was able to rebate you your losses.

    I've had a similar experience with my account being hacked a few years back. Culprit wasn't even in the same state… I noticed my credit gone one time and transactions associated with my account down at Sydney which I had not been to for ages. Got onto Everyday Rewards and they immediately issued me a new card along with reimbursing me the losses.

    I obviously changed my password immediately.

    Woolies staff on the phone said they'd be able to go over security footage and cross reference with when my account was being scanned to identify the perpetrator. So if you don't end up finding out who the culprit is, I'm sure Woolies will. They will want to stop losing money.

    • That's what I was getting at in my previous comment. Will Woolworths actually follow this up internally on their own only or they include the 'fuzz'.

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