Tesco Online Banking Inaccessible

cottager

theoderic wrote: »

As I said in an earlier post, I got this message on June 22 when I tried to set up a linked account that TB had failed to migrate from the old system.

But the next day there it was in the "linked accounts" list. So your message might be bogus.

Same here. On re-registering I twice tried adding one of my external accounts (now listed under Linked Third Parties) into Linked Accounts and it failed both times with the "not recognised as the owner" message. But when I logged in today there it was in Linked Accounts (twice, because I'd tried adding it twice!), so I deleted one of these entries and all seemed well with the other one staying put.

But then I tried adding another of the external accounts today and the same thing happened, same refusal message. So I'll leave it till next week before checking again to see if it's made its way there on its own like the first one. If it does this is clearly another glitch in their system, producing an unnecessary message and worry/annoyance for customers.

I don't actually need them to be in Linked Accounts, as it only appears to be necessary if I wanted to move money in by DD -- which I wouldn't, as I'd send funds by FP from the other end instead. But as for some unknown reason they've introducted this silly distinction so as to now have two lists, it seems for completeness they should be in Linked Accounts as well.

The fact that it's refusing to recognise accounts in my name which they've already had details of for AGES, and which they've already pre-entered under Linked Third Parties, just really makes me cross!

No way will I send original bank statements through the post, for all sorts of reasons, but not least because I have no confidence they wouldn't disappear into a black hole at Tesco, never to be seen again (never mind be returned to me). This is an unreasonable demand on Tesco's part: the most they should ask for is a certified copy but even that's a bind and fiddle for most of us.

Scottish Widows had a more sensible idea when I opened an account there once -- they would accept a blank slip from a paying-in book to prove ownership of the linked account, which I didn't mind sending. But of course that's no use to anyone without one, or for an internet-only external account... but it should be an option.

Online accounts (even standard accounts for those who've opted for paperless statements) raise another interesting question too, as many institutions won't accept online printed statements as "originals" or sufficient ID... so what then Tesco, hmmm?

cottager

Mayday wrote: »

To set up a new payment, Lloyds phone you on your landline with a code for you to key in - that I can manage, so why mobile only?

alanq wrote: »

Yorkshire BS have recently introduced phone verification for certain online transactions. It works with either landline or mobile.

Nationwide BS is introducing phone verification for suspect credit and debit card transactions. It works with either landline or mobile. (Although the landline option is not much use if you are in a shop at the time making a transaction that looks suspicious).

Tesco has made too many assumptions about its customers' needs.

Couldn't agree more.
For those of us with no need (or an inability) to use mobiles, there ARE other solutions. LTSB's method works just fine for me on the landline if necessary: simple and easy. Even if, as you say, it doesn't fit every scenario it should be available as an alternative. Why can't their text messages be sent to landlines as voice messages too? -- admittedly I don't know of another bank using this, but others do and it works well, so it must be possible.

I'm all for improved security, but not at the expense of excluding sections of a customer base who for perfectly valid reasons or personal preference find themselves unable to meet new and inflexible criteria.

Stompa

expatasia wrote: »

We are currently updating our FAQ system. Please try again later. We apologise for any inconvenience this may cause.

Can one take this as progress?

That rather depends on whether it's better or worse when service resumes!

jp161546

I have been losing sleep over this issue, I must be one of the last ones still without access - After 5 days of trying to talk to someone at Tesco I have had no luck, what a absolute disgrace!

My main problem is that I am not currently in the UK (I am spending the year abroad) and I forgot to update my mailing address, so I have no idea if they have sent stuff to my UK flat - I have some tenants living there but getting in touch with them via Estate agents would be a big hassle.

I have only found out about this Tesco debacle last wednesday. I managed to get through to someone on thursday and was told someone would call me back, it is now sunday and I'm still waiting - I have sent a couple of emails to the 'callmeback' address, heard nothing back...
I can't make massive calls with my OZ mobile, it's going to cost me an arm and a leg, I have been using Skype but it makes the conversation extremely tedious due to the variable quality (I had to keep very calm on thursday and repeat my account number, phone number, name etc several times each).

I am going to try and call them again today but I am concerned because of my mailing address thing and that I may fail the security questions if it is stuff like 'what is your balance?' - I would know my current balance if I could LOG IN!!

What I don't understand is that the log-in page offers to log in using the old process DOB and security number (Loging 1: Use your customer number as normal to login, until we ask you to create a new Unique ID.) but that doesn't work.
Why doesn't that work??

I am so closing the whole thing down once this is over.

leaphaze

QUOTE=jp161546;44960164]I have been losing sleep over this issue, I must be one of the last ones still without access - After 5 days of trying to talk to someone at Tesco I have had no luck, what a absolute disgrace!

My main problem is that I am not currently in the UK (I am spending the year abroad) and I forgot to update my mailing address, so I have no idea if they have sent stuff to my UK flat - I have some tenants living there but getting in touch with them via Estate agents would be a big hassle.

I have only found out about this Tesco debacle last wednesday. I managed to get through to someone on thursday and was told someone would call me back, it is now sunday and I'm still waiting - I have sent a couple of emails to the 'callmeback' address, heard nothing back...
I can't make massive calls with my OZ mobile, it's going to cost me an arm and a leg, I have been using Skype but it makes the conversation extremely tedious due to the variable quality (I had to keep very calm on thursday and repeat my account number, phone number, name etc several times each).

I am going to try and call them again today but I am concerned because of my mailing address thing and that I may fail the security questions if it is stuff like 'what is your balance?' - I would know my current balance if I could LOG IN!!

What I don't understand is that the log-in page offers to log in using the old process DOB and security number (Loging 1: Use your customer number as normal to login, until we ask you to create a new Unique ID.) but that doesn't work.
Why doesn't that work??

I am so closing the whole thing down once this is over.[/QUOTE]

Which number have you been calling? Was it the one for online banking support (i.e. 0800 559 3022 from UK).

I didn't have much luck with that. I ended up ringing the savings account customer services line (i.e. 0845 678 5678 from uk - it was an 0800 number at the time) so I could transfer some money into my current a/c. It was around 5.30pm UK time on 27/06 and got to speak to someone within 5 mins so maybe that is a good time to call. Anyway money was transferred very quickly and the lady arranged for someone to ring me from online banking support, which happened within 20 mins. All very good. HTH

jp161546

leaphaze, Thanks a lot for that:)! Just tried it and was put through to someone straight away. The guy was actually really helpful.
Unfortunately I am gonna have to write them a letter to let them know my current address abroad so I can get a temporary PIN.
0800 559 3022 is indeed the one I used before.

jp161546

It's actually all sorted now - A guy called me back following my emails.
After over an hour on the phone I managed to get in.
The automated system kept refusing the ID I was entering despite being in line with their strict set of rules (we tried about 5 times). The guy went to ask some other techie guy but could not work out why the numbers I was entering were refused - I suggested my mobile might be the issue since it's about 5 years old, maybe it was not recognizing the numbers I was punching or something like that. He called me on my gf's mobile which is a brand new one and it worked fine.
I have to say the guy I spoke to was very helpful and very apologetic (about something he is not to blame).
I have managed to change my correspondence address. I found a minor bug though, in the main and correspondence address sections the postcode field does not accept non-UK format or can't be left empty either despite the fact that you can select a foreign country.

ANGLICANPAT

Once Id finally got Tesco to ring me and send my money for my DD (and promise to send my compensation) , theres been nothing I could do till my pin arrived . That came Friday, and a quick attempt Friday night, saw me get no further than a message saying if I could not see my chosen logo on the screen, I must ring customer services straight away. As I didnt want to start the weekend by losing the will to live, I thought Id leave it till after their all night upgrade last night , rest today, and attempt it tomorrow !! However , been re reading a few earlier posts to clarify my understanding of where a mobile phone comes in . Im in a really crappy reception area where you have to stand at times with your phone arm hanging out an upstairs window etc -- My initial understanding was you only needed one if you wanted to use different computers , which I dont, but if Im going to need one every time I want to move money, thats just not a goer for me and I may as well close the account completely. Under what circumstances will I HAVE to have one please?

evenasus

ANGLICANPAT wrote: »

Im in a really crappy reception area where you have to stand at times with your phone arm hanging out an upstairs window etc -- My initial understanding was you only needed one if you wanted to use different computers , which I dont, but if Im going to need one every time I want to move money, thats just not a goer for me and I may as well close the account completely. Under what circumstances will I HAVE to have one please?

I'm one of the lucky ones, who hasn't had a problem with updating logging in details.

As I understand it, you will only be sent a temporary pin if you log in on a different computer to the one you registered on.

I've logged in and transferred funds a couple of times now and everything went well for me.
If and when use a different computer? Will have to see.

Martin_K

ANGLICANPAT wrote: »

However , been re reading a few earlier posts to clarify my understanding of where a mobile phone comes in ...... Under what circumstances will I HAVE to have one please?

I think;

1. If your computer is configured so as to prevent the Tesco Bank Flash cookie being saved, which identifies it as a 'regular computer'.

2. If you delete the Flash cookie from a 'regular computer'.

3. If you login from a different computer, i.e. not already identified as 'regular'.

The way in which Flash cookies are managed varies with the version of Flash Player. There are so many permutations of Operating System / Browser / Flash I cannot predict what facilities you may have on your own PC but via the Adobe web site you can;

Identify your Flash version;
(replace the DOT's with "." in the links below and paste the url's into your web browser. I'm not allowed to post a real link).

wwwDOTadobeDOTcom/software/flash/about/

Look for the box 'version information' to the right of the Abobe text blurb. If there is no version information Flash is not successfully running on your machine!


Run the Flash Player Settings Manager;

wwwDOTmacromediaDOTcom/support/documentation/en/flashplayer/help/settings_manager.html

See "How do I get to the Settings Manager?" In that section are links to the different parameters which may be configured. If 'Storage Settings' are set to nil the cookie will not be saved.

Tesco have changed from an authentication mechanism independent of your computer, i.e. card reader / pin, to one dependent on the availability of suitably configured software on your computer.