For more than two years, Jean-Philippe has been patiently saving the loyalty points he earns at Delhaize in Nivelles. These “Points Plus” allow the customer to obtain a reduction voucher of €5 per 500 points. In February 2022, Jean-Philippe had saved 21,000, the equivalent of a reduction of €210.
Jean-Philippe wanted to use his “Points Plus”, loyalty points at Delhaize which allow you to have discount vouchers, to organize an end-of-year meal with his family. Only, here, in February, he realizes that all his points have been stolen. He told us his story via the orange Alert Us button.
They have a flaw, but they blame it on me.
By doing some research, he learns that they were exchanged for vouchers on bol.com, a site he did not know and had therefore never used. “I went to see the boss of Delhaize in Nivelles. Doing some research, he learns that they were exchanged for vouchers on bol.com. To find out what to do, and he redirected me to the Super Plus Card service. Is, ils told me that it was not the first time that someone had their points stolen and then they were redeemed on this site. They told me that there was a flaw in their security system, but they couldn’t do anything and that I should have changed my password. So they have a flaw, but they put the blame on me.“s’insurgent the sexagenarian.
Data resold on the Dark Web?
Karima Ghozzia spokesperson for Delhaize, explains that the fault does not come from the supermarket chain: “There was one leak from LinkedIn and passwords and identifiers have been resold on the Dark Web”she explained to us.
It is enough for crooks to try login/password combinations on all sites (including social networks, for example), and they end up finding money (even indirectly, such as via Delhaize points transformed into vouchers). ‘purchase). However, it is impossible to know how these crooks found Jean-Philippe’s access.
The Delhaize spokesperson also adds that additional security measures have been put in place from: “When an incorrect combination is entered too often, we send an email to the customer to change his password. If no action is taken on its side, the company completely blocks its customer account as a precaution.“
For his part, Jean-Philippe tries to find a solution to be able to recover his points, but there too, he encounters some difficulties: “I ended up contacting Test Achat, they tried to call Delhaize for a month, but they had no answer. When I ask Delhaize customer service, I am told that it is impossible to recover my points”. What surprises Karima Ghozzi: “In this type of situation, he should be able to recover his points”. However, she points out that the Points Plus have a validity period of two years, therefore those that have expired are not recoverable.
Since our discussion, Delhaize has done what is necessary for Jean-Philippe to recover his 21,000 points.