Tesco Online Banking Inaccessible

The_Enforcer

BernieB wrote: »

Apparently the temporary PINS promised 8th and 9th July were never sent out, though there was never any notification of this from Tescobank. The temporary PIN promised on 14th July hasn't arrived, apparently there have been "printing problems" and they weren't sent out until 19th July, which leaves another 3 to 5 working days from then. Every system in place appears to have been a failure - initially impossible to get through on a high cost phone line, promised call backs that never materialised and now utter failure in sending out temporary PINS over the last 2 weeks. They can't tell me how much I still have in my account because I have no security set up. To say this is third world service is grossly unfair to the third world, which I gather has an efficient telephone banking system.

'bird got caught in all of this too. Some notification of these problems from them at the time they were happening, rather than empty promises/lies then a casual afterthought when it was too late might have enabled her to work out an alternative method of payment for the holiday that she has now missed out on.

I have suggested to her that her letter of complaint might as well include the following, as they are bound to lose it or not bother to respond anyway:

"Dear Mr Tesco,
...................
...................
...................
....... I don't like your product and you're a joke. Every little helps? You should have stuck to groceries."

pqrdef

IsaCream_Man wrote: »

Thanks for your comments. Can you view a statement then, and does it show in your reader window (Adobe or otherwise)?

The only statement I've got is for an Instant Access Savings account. Using Google Chrome it displays as expected using Chrome's built-in pdf viewer.

dosh37

After waiting two weeks, my new PIN finally arrived.
Guess what? It made no difference - I could still not log on to my account! This wasn't really surprising since, during my previous attempts to login and/or register, I was never got as far as being asked to enter a PIN in any case.

There followed three more phone calls to Tesco customer services.
Eventually I lost my patience. On the last call I told them straight - 'If you can't sort out access to my account right now then I want to close it'.
So they reset the PIN yet again - this time directly on the phone. Why didn't they do that in the first place?

After a lot of faffing around, it eventually became evident out that I need to use my new (currently empty) account and sort code to register rather than use my original account details. No one had mentioned this during my previous calls.

At last I was able to log on. :T

However, I have been left with such a feeling of frustration because of the poor customer services that I have decided to move my money elsewhere.

The_Enforcer

'bird has previously tried logging on with new sort code, but that doesn't work. They wouldn't reset over the telephone. I have been away at the weekend. Instruction to ring me was ignored again, when they rang her mobile twice and landline on Friday. She rang back via talk by text and got a message saying "if you're ringing back as we rang you earlier it's not urgent and we'll ring you again in due course." and then cut her off. You couldn't make it up. And it goes without saying, still no pin.

Bob_Bridges

Bob_Bridges wrote: »

Have tried and failed to access my Internet account a few times over the past few days. Phoned "helpline" - promised a new PIN in the post in 3 to 5 days.

Really fed up with such poor performance by a bank that has my money.

My few thousand in savings will be in a new home soon.

Perhaps if enough people close enough accounts the message will get through.

Hacked off, Bob

Took a week for new PIN to arrive.
Can report that all is now OK and access is back to normal.

Will spend next few days sorting out a new home for my meagre cash.

Good luck everyone,

Bob

cottager

My experience through the changeover, only for reference.

I re-registered over the weekend following the changeover, starting with OH's account -- he doesn't get involved and often isn't around anyway. At the end nothing happened and there was a blank screen, which I assumed had to do with all the problems talked of here. My heart sank TBH, because in view of what everyone else was saying I thought he'd have to ring himself to sort it out, which would be rather a problem -- as he doesn't have anything to do with online banking stuff he needs prompting when asked questions!

Went on to re-register mine which seemed to go fine. Didn't try any transactions, but did try adding one of the Third Party Accounts (my bank current a/c) to Linked Accounts, getting the "account not recognised as yours" message and request to send in an original statement. No way I'd send something like that through the post in case it got lost, or else disappeared into a black hole at Tesco! I wasn't fussed, as by then I'd read here that payments to external accounts worked fine from the Third Party list (and for payments in I'd use FPs from the other end anyway).

As I don't use the a/c on a day to day basis and what's in it only sits there for emergencies, I didn't log in again with the new details till a few days later, and it was fine. Also found my current a/c had appeared in Linked Accounts after all, so tried adding another of the Third Party ones, getting the same message as before; but as the first made it I thought it was a fault and could be something which sorted itself out when the system updated. Wrong! -- when I logged in next time this one hadn't appeared in the list. I've since sent a small test payment to Tesco which arrived the same day, but haven't yet tried sending one out.

As for OH's account, I was fully expecting it to be unreachable, stuck somewhere between the old and new logins, but when I tried again on 4th I was still able to log in with his old details and go through re-registration again. But evidently SOMETHING must have been "remembered" from the first attempt, because the new unique ID was already displayed after logging in with the old details, although everything else had to be chosen/re-entered as if I'd never been before. The following day, 5th, there was an email for OH from Tesco as some others have mentioned, saying problems had been resolved and he could now re-register... but I'd already done it the day before.

So somehow we seemed to escape the worst nightmares of having to ring, waiting for PINs and it still not working weeks later etc. Of course it's been a real shambles and I wouldn't blame anyone for wanting out ASAP; but in our case, being lucky enough to avoid a "shut out", we'll keep the accounts so long as they carry on being accessible and work properly... mainly because of the Faster Payments facility which only a few savings accounts offer.

But I'll be certainly be watching, as it doesn't inspire any confidence when you remember this episode follows on from the initial shambles of waiting for these accounts to be opened in the first place back in early 2009, and weeks going by before forms, card readers and so on arrived in the post. Tesco were caught "unawares" and seriously lacking then and now it's happened again but it's far worse.

One thing which could potentially cause a problem on my a/c is if the Flash cookie fails to recognise my regular computer, as while OH has a mobile, I don't. I'm backing up both cookies in case it arises.

I really hope everyone still having so many problems will be sorted out very soon.

IsaCream_Man

I solved the problem of being asked to use the mobile to receive a temporary access code by finding out what it was that was getting in the way.

Firstly I learned from another posting in this thread that the flash cookie was 3 files to be found in this folder C:\Documents and Settings\(xxx)\Application Data\Macromedia\Flash Player\Shared objects\(random digits)\login.myproducts.tescobank.com\#ArcotWallets\

A quick look there from time to time established whether the 3 files were present or missing; if missing then I would be denied access.

I then went through my regular cleaning programmes and found the culprit: CCleaner used weekly. All I had to do was to remove the tick from Applications tab/Multimedia/Adobe Flash Player. Hey presto - no more need to use the mobile because I was not supposed to be using my regular computer.

I hope this helps anyone still puzzled about what's been going on. Why the tech at Tesco didn't think of this when I spoke on the phone, I don't know. Maybe this is what they are now telling people who still have trouble logging in, to do?

BernieB_2

Temporary Pin finally arrived after 2 weeks of waiting, excuses etc. on the 5th working day after the last promise it was coming. Actually it was the 6th working day since the postal service delivers on Saturdays too. Eventually managed to log in but not easy. Tesco doesn't seem to like my IE9 despite Compatibility mode because I got a white screen immediately after re-registering, despite reloading latest Trusteer Rapport as instructed on website, Then another white screen on trying to log in. Tried Firebird5 using Unique ID and had to get a mobile text single use number to log in. Then it worked. My personal Compatibility mode with Tesco has also blown a fuse so I finished off a happy evening setting up a new e-savings account with Northern Rock (2.75% annual straight and none of this nonsense with temporary bonuses that reward loyal account holders less than disloyal newbies.)

Kol_2

Signed up for my Tesco Internet Saver in mid-June.
Filled out the online application without problems but was then notified that Tesco needs posted copies of passport, etc. So now they have my photograph on record too. (Clever little last-minute request in their '100% online' application huh?)
Also made the required initial deposit (a necessary >£1 desposit to open the account I believe?).

Early July, received correspondence to confirm account had been opened.
Then silence. I had no way to access the account. Looking at my current account told me that no initial deposit had been made into the Tesco Saver.

I phoned several times for assistance and waited around 20 minutes each time before giving up. I also applied for the online access facility that for some reason is completely separate from actually setting up an account, but received no PIN to complete this, as I had been promised.

Two weeks ago I spoke to somebody and explained the lack of access and lack of deposit. At that time, the system was down and they could not help me. They did, however, take my phone number and assured me that they would call back. 5 days later, somebody called back. I again explained about the lack of access and was promised that a temporary PIN would be sent out. I again explained about the lack of initial depost transfer and the advisor had no clue what to say other than "are you sure there has been no transfer?". There has definitely been no initial transfer.

Today, I finally received the temporary PIN. I logged in and set up fresh log-in details (security at least appears to be tight). On the account overview, it was confirmed that the account had indeed been opened with no initial deposit made. Thus for the first month and a half of my first year bonus interest rate, the account has been empty.

I tried out the 'money in' option to make a new transfer. It allowed me to enter an amount and to select a payment method. Then, a pop-up window opens: "Please wait...".
I waited about 2 minutes, and then the page loads up: the tescoback home page.
I try again to make a transfer and no further progress is at all possible.

cottager

Kol
Did you send the deposit online? - if so, what sort code did you use?
I'm just wondering, as you said you opened the account "mid-June". Tesco's changeover date to their new system was 20 June, at which point the sort code changed from 83-65-31 to 40-64-06. Account numbers remained unchanged. Could it be you were given the old sort code, which may have been correct if you opened the account prior to 20/6, but had possibly changed by the time you sent the deposit?