Tesco Online Banking Inaccessible

The_Enforcer

'bird has a savings account with Tesco. Three weeks on and still no closer to logging in. As 'bird is deaf she couldn't use 0800 number to call them, instead minicom is 0845. Faceless call centre was overloaded and another department said on her authorisation they would call me back on my mobile, but they couldn't say when it would be. They didn't call me. They eventually rang her mobile instead and unsurprisingly she was unable to speak to them. She tried the minicom route again, faceless call centre said they would have to send a temporary pin to our address. The reason wasn't clear why they couldn't text it or email it to her. She checked that they had our correct address - they didn't and so she asked them to update it. Apparently this wasn't possible until she had logged on with her temporary pin. She questioned how they were going to get the pin to her without the correct address, so she gave them our address anyway. Temporary pin hadn't turned up by today, so she used minicom again, according to faceless call centre her address still hadn't been updated, but this excuse didn't wash as the pin hasn't turned up at her old address either (as her sister still lives there). Apparently they are sending another pin in the post. Repeat ad infinitum....

The irony is that there's been hardly any money in this account for 18 months and she'd only just put some holiday money aside in there a matter of days before the problems started. She doesn't even know if the last of these deposits has arrived in the account. At this rate, she'll be needing to pay for the holiday and this temporary pin still won't have turned up.

And all of this is before we get onto the inevitable next hurdle of "flash cookies" that is looming in the distance. I have been reading about this nightmare on this thread and it is complete gobbledigook to me. Surely they cannot expect Joe Public to have an in-depth understanding of IT in order to operate an online savings account?

There are enough Tesco stores around (is not one per town enough?!), so you'd think they could open a branch in them and then at least we would have an alternative route to pursue a solution other than faceless call centre making a drama out of a crisis.

alanq

The_Enforcer wrote: »

As 'bird is deaf she couldn't use 0800 number to call them, instead minicom is 0845.

Minicom: 0800 015 1729.

Select "Read More" from this page
http://www.tescobank.com/personal/finance/help/contact_us.html

Vortigern

Vortigern wrote: »

If it's still working for my next 3 accesses I'll consider it fixed.

Lost my cookie again! Does Tesco Bank really need 10MB to store a cookie?

T's method of 'recognising' my regular computer is fatally flawed and obviously not fit for purpose. I wonder if they'll ever fix it?

Milarky

As I had just £1 with Tesco (I drew my balances out before 17 June) I opted to close my remaining account and get the interest accrued at least. They were relatively helpful in arranging a call back 'within 24hours' (next day) and now it's all done.

[And I feel much better!]

Yorkshire_Pud

Yet another odd thing.

I set up a payment via Tesco site to a 'linked (with Tesco) external account. Formalities and DD status already confirmed.

Only when I ask for the payment to be taken today it comes back saying The Earliest this payment can be made is 22nd July.

That's 10 days, far too long, so what's the point of offering this 'facility' DD from a 'linked account' might as well make a faster payment from the external account (which I then did).

Martin_K

Vortigern wrote: »

Lost my cookie again!

A few diagnostic thoughts. (Requiring the macromedia.com web page previously referred to).

When you say the Flash cookie is lost are you confirming this by looking in the Flash Player Settings Manager, Website Storage Settings Panel and finding that "login.myproducts.tescobank.com" is no longer listed?

If so, are other cookies still there or is the list empty, i.e. all Flash cookies have been deleted?

Alternatively, are you assuming the Flash cookie is lost because you are being presented with the 'text you a one time access code' routine?

Stompa

Vortigern wrote: »

Lost my cookie again! Does Tesco Bank really need 10MB to store a cookie?

Well mine is 100 bytes.

The_Enforcer

alanq wrote: »

Minicom: 0800 015 1729.

Select "Read More" from this page
http://www.tescobank.com/personal/finance/help/contact_us.html

Thanks, it turns out I had that bit wrong, initially she thought it was only an 0845 number, but she found that one - problem being nobody ever answered their minicom. She calls their normal helpline and using Talk by Text to relay the call through an operator.

Vortigern

Martin_K wrote: »

A few diagnostic thoughts. (Requiring the macromedia.com web page previously referred to).

When you say the Flash cookie is lost are you confirming this by looking in the Flash Player Settings Manager, Website Storage Settings Panel and finding that "login.myproducts.tescobank.com" is no longer listed?

If so, are other cookies still there or is the list empty, i.e. all Flash cookies have been deleted?

Alternatively, are you assuming the Flash cookie is lost because you are being presented with the 'text you a one time access code' routine?

To be honest, when presented with the "not your usual computer" I assumed the cookie had gone. I didn't check the list of cookies at that time, and I didn't continue with the login. Just checked now and there are 2 cookies listed, one Tesco and one YouTube, both timestamped recently so could have been added to an empty list. I can't login to Tesco at the moment; the system is down for maintenance at the moment. After my next successful login I will backup the cookie. This should not be necessary!

Martin_K

Vortigern wrote: »

After my next successful login I will backup the cookie.

There have been various references in this thread to backing up the Flash cookie, with the implication it is a single file. Note that the cookie is composed of multiple files, not all stored in the same sub-directory. Those who have tried copying / moving the cookie haven't told us exactly what they did.

All the files together, Flash plus Arcot ID digital signature which is riding on Flash's back, are small however, no more than a few Kbytes in total.

(I am not attempting to identify the exact problem you are having, or to justify what Tesco Bank have rolled out, just to understand the part of the Tesco Bank on-line operation that is dependent on the customers PC, which we manage, as opposed to their server end, which we have no control over, and where the majority of the problems experienced since the migration to 'in house' computer systems lie).