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Tesco Banking changes to online banking & T&Cs

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  • Stompa
    Stompa Posts: 8,375 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    Brian33 wrote: »
    There is no answer to the phone helpline.
    There probably will be if you wait long enough!
    Stompa
  • molerat
    molerat Posts: 34,559 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Brian33 wrote: »
    It seems that some people have been lucky to get access to the web site.
    I have been trying since Monday (20 June) but as yet I havent managed to get on the site.There is no answer to the phone helpline.
    What browser are you using, people are reporting problems with IE8 & 9. I cannot get on with IE8 but FF is fine.
  • madgagoo
    madgagoo Posts: 354 Forumite
    The communications director (I think that was his title) was on moneybox live on BBC r4 this afternoon, saying that everything should be working ok now and isolated 'technical problems' mean that some people might still be struggling to access the site.

    He was asked what compensation would be given for people who have spent 45+ minutes on hold to a premium rate number (I wouldn't call an 0845 number premium but that's what the caller on the show called it). The Tesco guy skirted round the issue a bit but he more or less said that people would be compensated - the show then went on to say this ought to include unpaid fees etc if people have missed bills as they have not been able to access their funds.

    Might be of some use to bring up with them (if you actually manage to speak to someone on the phone!!).
  • Dagobert
    Dagobert Posts: 1,625 Forumite
    Brian33 wrote: »
    There is no answer to the phone helpline.
    I posted a phone number in post #38: (0)141 308 8028.
    Dagobert
  • gerryco
    gerryco Posts: 29 Forumite
    Dagobert wrote: »
    I posted a phone number in post #38: (0)141 308 8028.

    You can get through FREE on the helpline if you dial 0800 406050 which is the Freephone number for their credit card helpline. When you do this you will reach an automated system. It's important that you then only answer questions NOT related to credit cards. If only credit card related questions are asked, remain silent. Eventually you will speak to a human being. Then just explain that you have been unable to get through to the online savings helpline so could they put you through.

    I've done this twice and they're happy to do it. You will still join a long queue (I waited on hold for 50 mins the first time and 48 the second), but at least Tesco were paying for the call.

    Although the helpline operatives were polite and as helpful as they could be, the changed system they're operating is not, so I've ended up without online access to my account and waiting for a temporary PIN to arrive by snail mail.

    I insisted on both calls that the operative inform their management that I was very unhappy with the way this changeover had been managed, that although this is an Internet account they don't allow email or online contact, and that they had failed to update their website with information about the problems they were having - they've now done this.
  • Stompa
    Stompa Posts: 8,375 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    gerryco wrote: »
    You can get through FREE on the helpline if you dial 0800 406050 which is the Freephone number for their credit card helpline. When you do this you will reach an automated system. It's important that you then only answer questions NOT related to credit cards. If only credit card related questions are asked, remain silent. Eventually you will speak to a human being. Then just explain that you have been unable to get through to the online savings helpline so could they put you through.
    Easier still to use the 0800 783 8001 number I suspect.
    Stompa
  • Dagobert
    Dagobert Posts: 1,625 Forumite
    I was sent a one-off PIN after last week's failed attempt to set up the new style user id.

    I managed to log in successfully - ONCE.

    Any further attempts to log in fail as I am blocking Flash applications. It would appear, as mentioned above, that they are trying to identify "your computer" with "Flash cookies" rather than normal browser cookies.

    Consequently, they will have to send an SMS to allow you to log in. However, as I do not have a mobile number set up yet, I am stalled.

    The phone-lines still keep customers on hold for a loooong time.
    Dagobert
  • Mayday
    Mayday Posts: 614 Forumite
    Part of the Furniture 500 Posts
    So much for upgrading my log-in - can't get past "Your familiar picture and phrase' page. it just freezes and the 'Next' button is greyed out.

    Have tried with FF, Lunarscape6, IE8 & Avant - happens with all of them. Got through to the helpline on the 0800 number and someone's ringing me back - hopefully.

    Don't like this insistence on a mobile phone number either if you use a different computer - we have 4 in the house and I could be using any one of them at any given time. I don't use mobile phones generally because of the arthritis in my wrists. Pity the phone networks don't allow access to texts via their websites :)
  • Stompa
    Stompa Posts: 8,375 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    edited 29 June 2011 at 1:57PM
    Mayday wrote: »
    So much for upgrading my log-in - can't get past "Your familiar picture and phrase' page. it just freezes and the 'Next' button is greyed out.
    FWIW the 'Next' button should become 'ungreyed' once you've entered both the requested 2 digits of your PIN and your password.
    Stompa
  • HoofeHearted
    HoofeHearted Posts: 2,652 Forumite
    Part of the Furniture 1,000 Posts Photogenic
    Mayday wrote: »

    Don't like this insistence on a mobile phone number either if you use a different computer - we have 4 in the house and I could be using any one of them at any given time. I don't use mobile phones generally because of the arthritis in my wrists. Pity the phone networks don't allow access to texts via their websites :)

    There is a workaround described in this other thread on the Tesco Banking problems.
    http://forums.moneysavingexpert.com/showpost.php?p=44856460&postcount=424

    Every little helps:D
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