Customers complain that M&S’s contactless payment system takes money from accounts without permission

Marks and Spencer’s customers have found themselves out of pocket after its contactless payment system took payments from their cards without permission, according to a Telegraph report.

M&S is the country’s leading user of contactless payment, which can be used to make payments of up to £20. However, the system is meant to deduct the amount when the card is no more than 2 inches away. Instead customers have found it taking money when the card was well away from the device.

M&S receives more than 250,000 payments a week using the technology, but has had increasing complaints on unauthorised payments.

M&S is not the only retailer to have noted problems with contactless payments.

Pret a Manger has confirmed it is investigating similar claims after a customer reported paying with a card that was more than 11 inches away from the reader.

A spokesman for M&S said: “We’ve had an overwhelmingly positive response from our customers following the introduction of contactless which helps make payments quicker and more efficient for transactions under £20.

“We’ve tested the system extensively and it is robust and fit for purpose. Almost 250,000 transactions a week are now taking place in M&S stores on Contactless.”

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Jennifer Faull

Jen Faull is deputy news editor at The Drum with a remit to cover the latest developments in the retail and FMCG sectors. Based in London, she has interviewed major business figures including top marketers from Mondelez, Unilever, Tesco, and Lidl.

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