Tesco Online Banking Inaccessible

ANGLICANPAT

I am so wound up I could scream! Emailed the Tweedie guy at the top of exec complaints dept twice yesterday around six hours apart (as no response to my request of a call since I cant get through) and in the second , gave three specific blocks of time when Id be manning the phone today. What do they do? Yup, ring inbetween when Im out.
OH asked them to call back during the next block of time which they did. Nice Scottish lady trying hard to reset everything. I told her I was more panicked about getting Tesco to send my £12k to my current account where the DD will be taken tomorrow, the recipient saying it must be there by this evening because the DD for the 24th has been set up for a week or more so could be taken any time , I presume from midnight . I asked for them to do it by CHAPS and they said the service wasnt available. I would have to (once my system corrected this afternoon - if it is) FP 10k today, and then wait up till after midnight to send the further 2k !!!!! What if I cant get back in after midnight - Im in the poo and no-one to call ! This really is unacceptable.

Pointed out others had managed to get stuff CHAP 'd and she said you cant believe everything you read on the internet - it just isnt possible for that to happen !!!!!!
She had to go off the phone to set up my pin by phone arrangement, promising faithfully to be back to me within minutes --- . 15 mins so far, so we'll see if this is yet another broken promise and Ill be left dangling.

Update - 20 mins and counting. now 30 mins and despairing! To think she she apologized for all the others who didnt get back to me, but said to trust her, I was with a special complaints team now !!!!!

InkZ

Well after my 1 hour 5 minutes on hold last night and them telling me that I would get a call back at 9am, it's now 2.15pm and I've heard nothing....

So angry. I spent 20mins more on hold this morning just for a laugh but I can't sit there for an hour at work on hold.........!!!

Ifts

ANGLICANPAT-

What Tesco's are telling you is nonsense, they can and do offer Chaps transfers out, in my case it was FREE not that that means anything for the b$£%*ache they put me through since Monday.

This is the entry on my online Tesco's transactions page showing the Chaps payment they eventually did for me yesterday:

22/06/2011 - Money Out - WITHDRAWAL CHAPS - £29,000.00

(Im not saying you are doubting me but I don't know what other proof I can post on an open forum, If Tesco want proof I am happy to PM you any transaction ref number from my Tesco statement or the Advice confirms bit showing the Chaps landing in my HSBC account)

Oddly enough I was in exactly the same boat as you, trying to get my funds sent from Tesco to HSBC, then for NBS to collect on the 24th)

As for the NBS collecting tomorrow from your account, I also selected the 24th for them to collect the funds, I can see pending transactions on my linked HSBC account is showing NBS will be collecting the funds tomorrow (24.06) as scheduled.

ANGLICANPAT

ANGLICANPAT wrote: »

I am so wound up I could scream! Emailed the Tweedie guy at the top of exec complaints dept twice yesterday around six hours apart (as no response to my request of a call since I cant get through) and in the second , gave three specific blocks of time when Id be manning the phone today. What do they do? Yup, ring inbetween when Im out.
OH asked them to call back during the next block of time which they did. Nice Scottish lady trying hard to reset everything. I told her I was more panicked about getting Tesco to send my £12k to my current account where the DD will be taken tomorrow, the recipient saying it must be there by this evening because the DD for the 24th has been set up for a week or more so could be taken any time , I presume from midnight . I asked for them to do it by CHAPS and they said the service wasnt available. I would have to (once my system corrected this afternoon - if it is) FP 10k today, and then wait up till after midnight to send the further 2k !!!!! What if I cant get back in after midnight - Im in the poo and no-one to call ! This really is unacceptable.

Pointed out others had managed to get stuff CHAP 'd and she said you cant believe everything you read on the internet - it just isnt possible for that to happen !!!!!!
She had to go off the phone to set up my pin by phone arrangement, promising faithfully to be back to me within minutes --- . 15 mins so far, so we'll see if this is yet another broken promise and Ill be left dangling.

Update - 20 mins and counting. now 30 mins and despairing! To think she she apologized for all the others who didnt get back to me, but said to trust her, I was with a special complaints team now !!!!!

Well, 30 mins later I finally got another call from Tesco. Completely different person apologizing saying the first person had been called away!! Had to take me through all the bloomin security again !!
Then told me theyd sent a pin out to me already, so couldnt set up a pin today by phone, so theyd send the money by CHAPS !

I took the opportunity to ask for the whole blasted lot to be taken from Tesco account - Now Ive just got to worry whether they will actually do what they say and the money will be in situ for the DD to be taken !! Phooo, what a blinking week!

ANGLICANPAT

Ifts - I never doubted you for a minute (and thanks for your offer !!) As we know, Tesco are completely incompetant with incompetant systems AND staff . At least in theory Im sorted now . Roll on tonight when I can check if the CHAPS has gone through ! (She said theres a backlog of them so they are taking time!! --- funny that isnt it when it wasnt even possible at all less than an hour ago !!!! Tsst God love us what a fiasco !!!

GeorgeHowell

alanq wrote: »

On the contrary the problem is that they have brought it in house.

<Another key pillar of Tesco's IT strategy - which also gives the firm access to a vast skills pool - is the Hindustan Service Centre (HSC), a Bangalore-based captive facility that provides IT and business services.
"[HSC] is a fantastic capability for us. From an IT point of view, it just gives us all kinds of skills to build things, which can be used not just in the UK, but in other countries such as South Korea and China," said McNamara.
When Tesco acquired its banking subsidiary from partner Royal Bank of Scotland for £950m in 2008, it was expected the retailer would use HSC as a key resource for the core technology work supporting Tesco Bank.
"We built the new bank infrastructure in-house. Physically, that infrastructure is sitting in the UK, but it is managed and operated from the HSC in India, so we delivered on that promise," said McNamara.>


http://www.computerweekly.com/Articles/2011/05/18/246679/CIO-interview-Mike-McNamara-operations-development-amp-IT-director.htm

Well Macnamara's left holding the baby then, but Clarke must be held personally responsible because this whole thing must have been planned right up to the point of implementation on his watch.

I have heard of all sorts of horror stories of management and administrative divisions being outsourced to places like India. The remoteness, language, and time difference are all major issues, whether people like to admit it or not. When things go wrong getting round the table to come up with urgent action and fixes is well nigh impossible. Departments back in the UK are expected to sort it out because they are available and at the beck and call of the senior management who are feeling the heat, but they no longer have the staff and resources to do so. The fact that Tesco have done this in this manner explains a lot, and makes me doubly glad that I have taken all the money out and won't be going back there. Big cost saving for Tesco = nightmare for customers.

pqrdef

Ifts wrote: »

As for the NBS collecting tomorrow from your account, I also selected the 24th for them to collect the funds, I can see pending transactions on my linked HSBC account is showing NBS will be collecting the funds tomorrow (24.06) as scheduled.

Which means that NBS requested the funds last night. If you hadn't had the money in place by last night, the transaction would have already been rejected by HSBC. I fear it may be already too late for AnglicanPat's DD.

ANGLICANPAT

Why would HSBC have rejected it for the 24th last night when they couldnt know that it wouldnt arrive maybe today?

Ifts

ANGLICANPAT - I was in exactly the same boat as you this time yesterday waiting for the Chaps to land in my HSBC account (it finally showed up just past 6pm). Good Luck, hope your Chaps payment comes through successfully.

Ifts

pqrdef wrote: »

Which means that NBS requested the funds last night. If you hadn't had the money in place by last night, the transaction would have already been rejected by HSBC. I fear it may be already too late for AnglicanPat's DD.

Are you sure you don't mean in place by tonight?

Sorry but where Ive seen future transactions going out the next day from my HSBC account then Ive always tried to make sure the money was there the night before as they usually debit it in the early hours. Ive never been caught short doing it that way.