What an amazing team at the Sainsbury's store in Colwick, Nottinghamshire yesterday! I was concerned because my Nectar card was showing a large negative balance and I knew that I hadn't spent any of my points - and also that I would not have been able to cash in more points than I had accumulated. When I showed this to the person on the till last week they said they had never seen a negative balance and suggested I speak to Customer Services. The Customer Services employee said they didn't have access to Nectar information but gave me the number to contact Nectar directly, which I did. The Nectar team were able to pinpoint the exact time that 8000 Nectar points had been deducted from my account and asked me to return to Sainsbury's so that they could check their cameras. Unfortunately, when I raised this with Customer Services in store yesterday, the date of the incident was too long ago for them still to retain their camera evidence and so they suggested that I contact Nectar again. They agreed to listen in to the conversation. By this time the Duty Manager was involved as was the Security man. This phone call was where things became difficult. The person in the fraud department at Nectar claimed that the problem was Sainsbury's and not Nectar's and wouldn't speak to anyone other than the Store Manager. He refused to speak to the Duty Manager who was with me and, no matter what anyone said to him, kept repeating that it was Sainsbury's problem, not his. The Store Manager was then summoned and took over. The man at Nectar again refused to accept any responsibility. After some fruitless discussion the Store Manager ended the call but said she would escalate the issue separately. She then offered me a gift token to the value of the points which had been stolen from me. Despite my saying that I thought it better to get resolution from Nectar first, she insisted that I took this, for which I am very grateful. £80 value is a lot to lose! Not only did they do all they could to help me, but the whole team were so supportive and kind to me, a pensioner, and someone well out of my depth with technology. The Customer Services person then proceeded to destroy my old Nectar card, uninstall my Nectar app and then to activate a new card and reinstall the app. I really appreciate the level of care I received and the way that the team managed to keep other Customer Services customers needs cared for in a timely manner whilst all this was happening. So - a huge round of applause for the management team at Sainsbury's, Colwick - Jane, Andrea, Charlotte, Megan and Aaron. A very sincere thank you from a very grateful old lady.