No Refund from Tesco Internet Phone

Paul_Harlow

I only received same email back from Customer Service as above so sent them another saying.

It is very clear you did not read my email.
Please note the information you are sending out is incorrect, the telephone number does not work and no reply from email address

I also sent to Terry Leahy and today have received the following back.
Thank you for your email which is receiving attention.
Kind regards,
Val Danbury on behalf of Julie Button
Chief Executive's Office

Will see if going to the top makes any difference.

andrew.b_4

I, have had similar experiences to you all above, with tesco internet phone, I have phoned and sent several e-mails and have been completely ignored. I even had customer services at my local branch on the job for over a week, and they have not faired any better. It seems tesco has failed in its duty to customers and I for one will not forget, I spend thousands of pounds a year with tesco and for the sake of a few pounds they run the risk of losing my business to sainsburys. I will be writing to the CEO, maybe that will stir up something, although I'm not holding my breath.

Not_yet_dead

It seems like there are a lot of people owed money by Tesco, I bet that if you owed them money they would be very quick to contact you and make sure they got what was due to them. We've all received emails promising us refunds by 25th May, we can't get any answers from Tesco, I've tried every email address posted and not one single reply!

What rights do we as customers have? Who do we complain to to make sure Tesco give us our refunds?

Anybody....?

Paul_Harlow

Well after receiving an email from Paul Milligan Customer Service Executive on Monday Thanking me for my email addressed to Sir Terry Leahy, our Chief Executive, to which he had been asked to reply.
He said that he had escalated my email to his colleague in the Management Team at Tesco Telecoms. I'm still waiting after 4 days for someone to contact me.

Anyone know a good Lawyer that whats to take on Tesco's

pj50

There seems to be some movement at long last. Below is a pasted email today from 'customer care' [EMAIL="tescointernetphone@tesco.net"]tescointernetphone@tesco.net[/EMAIL] (who have yet to even access my account).

Thank you for your e-mail regarding Tesco Internet Phone.

Due to the recent closure of the Tesco Internet Phone service your e-mail has been forwarded to Tesco Customer Services department in order to assist with any enquiries relating to Tesco Internet Phone.

We would like to offer our sincere apologies for any inconvenience caused for the delay in responding to you. Currently to date we have been unable to access your Tesco Internet Phone account in order to give an update on your request. However we will be dealing with your enquiry as a matter of urgency over the next 7 working days in order to resolve the issue.

Once we have an update we will be in a position to respond to you accordingly with the relevant information. I would like to take this opportunity to thank you for your continued patience in this matter.

We aim to respond to you within the next 7 working days from the date of this e-mail.

Paul_Harlow

Received same email. I have replied pointing out that according to emails I received from Tesco Customer Service they do not have access to the correct database and have passed to Tesco Internet Phone.
Just looks like they are passing problem around.
I think someone in Tesco has deleted the Internet Phone database when they shut down the service, and they have no idea how much they owe and who they owe it to.
Just make sure you have kept all the emails Tesco's have sent you.

swapmeetpete

I've still not had a reply to my letter dated 3rd June.

I wonder what OFCOM would make of it, bearing in mind the many regulations designed to make the phone companies behave? If they really have lost the records we could be in line for some compensation or a goodwill gesture here.

johnmeineck

andrew.b wrote: »

I, have had similar experiences to you all above, with tesco internet phone, I have phoned and sent several e-mails and have been completely ignored. I even had customer services at my local branch on the job for over a week, and they have not faired any better. It seems tesco has failed in its duty to customers and I for one will not forget, I spend thousands of pounds a year with tesco and for the sake of a few pounds they run the risk of losing my business to sainsburys. I will be writing to the CEO, maybe that will stir up something, although I'm not holding my breath.

After numerous e-mails to Tesco without reply i sent a to be "signed"" for letter and still no response so phoned customer services today and said that as it appears Tesco do not have the funds to repay me (approx £75) then i shall apply to the court to have them compulsory wound up unless payment is made soon. They record all calls and i requested that my call be heard by the company secretary. Their response was that their e-mail system had failed and they have over 2000 requests for refunds and are soon to deal with these , but i assume as a very low priority.

andrew.b_4

Everytime I phone I get a different unhelpful response. I have now sent 7 e-mails all ignored (not even an acknowledgement). Perhaps I'll get some reaction from Terry Leahy (Chief executive) whom I will be writing to next?

Broadwood

Received the following today by e-mail.

"Thank you for contacting us recently regarding your Tesco Internet Phone account. Please accept my sincere apologies for the delay in our response.

After investigating this matter, I can confirm that cheques were raised and sent out to our customers who had been affected by the closure of our internet phone service to reimburse those customers for credits they had outstanding. However, it has been brought to our attention that a proportion of the cheques requested were never issued and unfortunately you were one of the few customers on this list.

We would therefore like to issue you with a £15.00 Tesco Moneycard for the monies owed and this will be on its way to you shortly.

Once again, please accept my sincere apologies for any confusion or frustration that has been caused, however thank you for taking the time to contact us once more.

Kind regards,


Bridget P!rez
Customer Services Executive
Tesco Telecoms & Mobile"