Call queue phoning tesco bank

vikingaero

If they have 800 staff in the call centre they will only have that amount working at the busiest time which I imagine is lunchtimes, late afternoon and early evenings. At 8am I doubt they will be fully staffed - at 9am maybe more stroll in.

Azari

vikingaero wrote: »

If they have 800 staff in the call centre they will only have that amount working at the busiest time which I imagine is lunchtimes, late afternoon and early evenings. At 8am I doubt they will be fully staffed - at 9am maybe more stroll in.

Quibbling over the minutia of the figures is a bit pointless.

Something odd is certainly going on.

One question for the OP, though: Did you get an update on your position in the queue? If so did it reduce faster than real time?

It may be that if the operators sign on one at a time all calls will end up in a queue that is being served only by a single operator. Then, as others log on, the queue will quickly reduce.

boybrew

If the staffing figures are any where near accurate it's a good indication of the scale of the problem. I know thing can go wrong but what really gets me is the statement to BBC news last evening by Tesco that all was well.

parent_of_too_many

No, you don'y get a stated position in the queue, just that "your call is moving forward". I'M ACTUALLY ON THE PHONE TO THEM NOW. After 1 HOUR, yes, one hour, i got a person! I explained my problem, and guess what, he has passed me onto the customer services team!!!!!!!!!!!! So i'm now on hold to them, and have been for, according to my call timer, another 30 minutes!!!! And this is to speak to someone whose number who I THOUGHT i WAS F****** PHONING IN THE FIRST PLACE!!

And yes, the original number i phoned was the correct one!!!

Pedro303

I feel your pain. Been trying without much joy to contact tesco bank for the last two days myself. I have now just managed to get through an a very appologetic lady has taken my details to ring me back later. The story is one of their systems is down and they can't process anything and this includes online access to banking. They have "engineers working on the problem" was the line they gave me. I'm doubtful I will have access to my funds today as they could not confirm the problem would be solved today. Quite frankly this sorry mess has gone on too long and the bbc website story stating the transfer over the weekend is completed and everyone has access is a complete porky pie!

I'm certainly going to be making a complaint- interestingly there does not appear to be a complaints email address.

boybrew

To complain you look for the address that the welcome pack came from, Tesco Bank, George House, 36 Hanover Street, Glasgow G1 2YF. is where my complaint is going.

gessler46

Like previous posters, my phone and window are both likely to reach a fatal end to their lives shortly. Despite many attempts I too have not been able to access the new log-on for the last two days and despite 2 hour long phone calls plus several at circa 20 minutes I have not got through to the log-in helpline today. All this against a message from Tesdo telling me that I'm moving forward and that customer services really want to talk to me!

Looking to see if other users had repoted problems, I came across these posts....but also the following reports; one from the BBC and one from Computer Weekly which I've included below:-

BBC
20 June 2011 Last updated at 15:34
Tesco Bank update affects customer account access
Some customers of Tesco Bank have been unable to access their accounts during an update of computer systems, the bank has confirmed.
The bank, which operates in stores, online and by telephone, said problems occurred when transferring savings and loans products in-house, from its previous joint operation with RBS.
It apologised to customers but said the issue had now been fixed.
Many online banking services have suffered computer glitches in the past.
Tesco Bank has 6.5 million customer accounts, with services ranging from insurance to credit cards, loans and personal savings offers.
It launched in 1997 as Tesco Personal Finance, a joint venture with RBS, but became fully owned by Tesco in 2008.
Over the weekend, some systems were moved over from RBS.
"For a brief period some customers were unfortunately unable to access their accounts," a Tesco spokesman said.
"We apologise for this, but can reassure them that the process is now complete and all customers can access their accounts online as normal."

COMPUTER WEEKLY
Tesco banking system crashes during account migration
Tuesday 21 June 2011 14:18

Tesco Bank experienced some problems when it migrated some of its accounts from systems at its former partner Royal bank of Scotland. As reported by the BBC, the bank was moving savings and loans products in-house from RBS.
Tesco set up its own core banking system in November 2009, when it selected and off-the-shelf core banking system from Fiserv, as it moves towards being a full-service retail bank. It went live with the system about 11 months later.
A Tesco spokesman told the BBC: "For a brief period, some customers were unfortunately unable to access their accounts. We apologise for this, but can reassure them that the process is now complete and all customers can access their accounts online as normal."

Well, all I can say is that if Tesco's reassurance "that the [change] process is now complete that all customers can access their accounts on line as normal" is to be taken at face value then we are unlikely to ever gain access to our accounts either online or via the telephone!!

My frustration was compounded by the fact that yesterday Tesco's telephone answer message conceded some problems with the changeover that was being worked on to bring a speedy resolution, but this morning this "problem" message had been deleted when clearly matters had not been solved adequately (if at all).

What a mess. What a lack of customer service. Probably also, what a problem for cliemts wanting to withdraw money. Why no extra (redirected) web page on Tesco explining what is/was going on and how customers should act in given circumstances. To indicate that one should phone a line that is never answered is just not good enough.

OK, this is basically a(nother) rant....but I feel a bit better now. I 'm just thankful I did not want access to cash from my account. I guess the only "solution" is keep trying the web site until matters are actually resolved and then consider moving the dosh elsewhere and closing the account. An apology from Tesco would also be nice...but I won't hold my breath.

gessler46

Having just finished my rant, I thought I'd have another go at attempting a log on.

Well, while writing my rant, things have changed as the log-in page now says:-

"Online Banking is currently unavailable

We're currently updating Tesco Bank Online Banking.
Sorry for any inconvenience this may cause. Please try again later."


So, even according to Tesco, it looks as if they are now conceding that the (alleged) fix yesterday was not a comprehensive fix and they are currently having another go to correct matters!

pmduk

I suspect that if they're having systems problems that is likely to extend to the phone system as well.

Pedro303

Utter shambles. Took them long enough to update the website. Anyway as I feared have not received any calls back- so have duly posted off a complaint letter asking for compensation, only right after all I can't pay bills with no access to funds for five days!