Tesco Online Banking Inaccessible

Ifts

Maggie43 wrote: »

I still can't find out to whom I should complain.

Here is this handy post put up by Snowman on another thread:

How to claim compensation

Question:

How can I claim compensation for costs I've incurred as a result of Tesco Bank's system issues?

Answer:

We are very sorry if any customers have been affected and will seek to address any loss on a case by case basis. We would encourage customers with a claim to contact us at :

Tesco Bank
Complaints Department
PO Box 27010
Glasgow
G2 2DR

or alternatively email us at [EMAIL="callmeback@tescobank.com"]callmeback@tescobank.com[/EMAIL] or you can call us on our freephone number 0800 015 3198.

http://faq.tescobank.com/help/change...sation-contact

edit: alanq beat me to it!

alanq

Not a problem that affects me, but if the system relies on Flash does that mean that folks with iPads will be unable to use Tesco Bank? If I recall correctly Apple does not support Flash on mobile devices.

Ifts

alanq - I cant find the post but I'm sure Ive read on this thread about not being able to use a smart phone because of this issue.

edit: Found it, this post by moonpunk:
http://forums.moneysavingexpert.com/showpost.php?p=44719370&postcount=11

Yorkshire_Pud

I've tried twice this afternoon, first time I was cut off after 8 minutes listening to the nauseating music and your call is important to us message; second time same until at 21 minutes I was again cut off.

So Mr Tesco MD on Moneybox your not telling the truth (about the 15 minute response amongst other things).

On a brighter note the faster payment of £1,000 I made from my Tesco account arrived in a real bank's account within an hour.
The rest will follow.

Tesco is going to have to do some serious hard work and decent savings rates to attract their current/former customer's back I think.

And my computer is still autofilling my unique ID in!

alanq

News story following Moneybox feature
"Some Tesco Bank customers are still locked out of their online accounts a week after the bank moved 605,000 accounts to a new computer system."

"Twenty-five thousand customers had already registered under the new system, and 9,000 were actively managing their account, Mr Higgins told the programme."

After 5 days that doesn't seem to me to be a success story.
http://www.bbc.co.uk/news/business-13914874

At the foot of the article is an invitation to tell the BBC of your experiences.

theoderic

Arthurian wrote: »

It sounds like the CEO is not the sort to listen to reason. You can imagine the scenario - CEO: "This must be done by mid June." IT team says "It can't be done by then." CEO: "Pull out all the stops. It must be done by then." IT team "But it's impossible." CEO: "You're not listening. It must be done by then." IT team sighs, works 20 hours a day and spends other 4 hours reading Sits Vac pages, knowing exactly what sort of a fiasco is about to happen..

I'd say Arthurian has hit the nail on the head there.

Higgins obviously doesn't know what's going on, or is too much up his own backside to care. Just a politician (in the worst sense).

It was his performance on Money Box that finally persuaded me to pull my cash out of Tesco while I could still log in (now done!).

I have heard that Tesco Bank's IT director (David Ball) recently quit ...

Stompa

alanq wrote: »

After 5 days that doesn't seem to me to be a success story.
http://www.bbc.co.uk/news/business-13914874

It certainly doesn't. I wonder if the "...but admitted that 2,500 customers could not access their accounts" includes those such as myself who are still waiting for a 'temporary PIN'.....?

GeorgeHowell

Arthurian wrote: »

It sounds like the CEO is not the sort to listen to reason. You can imagine the scenario - CEO: "This must be done by mid June." IT team says "It can't be done by then." CEO: "Pull out all the stops. It must be done by then." IT team "But it's impossible." CEO: "You're not listening. It must be done by then." IT team sighs, works 20 hours a day and spends other 4 hours reading Sits Vac pages, knowing exactly what sort of a fiasco is about to happen..

That may well be what happened. But that sort of thing happens all the time, it's agame that management play. Project teams try build in a comfort zone and then senior management try to second guess it and pull it out. In a decently run outift you end up with a plausible compromise. Given a pigs' breakfast of epic proportions the like of which I cannot recall experiencing with any IT project anywhere, I would hazard a guess that the inadequacies run right through the piece, with a myriad of failures in management and technical functions alike. This looks like a textbook example of how not to do it, at every level. Similar failures have probably occurred, where we have heard of multi £million (or even £billion) IT initiatives being put on ice or cancelled. But I don't believe that anyone has hitherto contrived to unleash one on the general public in such a sensitive area as their bank accounts. This one is a real corker that has broken new ground.

SnowMan

I was unable to log in earlier today because the flash cookie (local shared object) that identifies your computer managed to delete itself from my computer and my mobile phone number hadn't updated on their system for some reason.

So my computer wasn't recognised as the one I had registered on and I had no mobile code option to log in either.

Spoke to Tesco this morning after a 1 hour and 5 minute wait and they said a techie would call me back. To be fair to Tesco (and I don't feel like being fair after that ridiculous 15 minute moneybox claim) a techie has just called me back to set my mobile into the system which has resolved things for me.

My theory is that the flash cookie was deleted by the Tesco system when I tried to update my mobile phone number within the personal details (as it hadn't been picked up when I entered it on registration). Has anyone else tried to update their mobile number within Tesco and had this problem of their computer then not being recognised when previously it was?

One thing the techie told me is that if you change your password (I didn't do that) that deletes the flash cookie. So don't do that unless you have a mobile registered or you will end up not being able to log in.

This does create the ridiculous position that someone without a mobile can't change their password without locking themselves out of being able to log into the Tesco website.

SnowMan

Hopefully they are going to sort out some of the problems judging by this message on the Tesco website. The worrying thing is the talk of return to normal operation if what we have at the moment is supposed to be normal

Pre-notification of Online Banking maintenance - Saturday 25th June

Tesco Bank Online Banking* will be temporarily unavailable on Saturday 25 June from 10pm so we can perform planned maintenance. The Online Banking service will return to normal operation at 0400 on Sunday 26 June. We are sorry for any inconvenience this may cause.
*This will include our online application service
Updated 25/06/11