MSE News: Tesco Bank online log-in pain 'now over' 23 June 2011 at 6:17PM in Budgeting & bank accounts 65 replies 13.7K views

Former_MSE_Helen

This is the discussion thread for the following MSE News Story:

"Tesco Bank has promised savers they should have access to their accounts soon, following a week of online problems ..."

Read the full story:
Tesco Bank online log-in pain 'now over'

Milarky

They are still lying about 'everything is fine' I see. Some things may now be fixed but why the pretence? Reputational damage is being done by not accepting openly there's even a problem. I wish them well in getting things straightened out but now, please, just be open with us, hmm?

pmduk

Frankly I'd rather move my account to a professional bank instaead of a supermarket trying to cut costs by removing any type of customer sevice. I realise others may disagree.

SnowMan

Question: I'm waiting on a temporary PIN in the post, how do I use this?

Answer: If you've been unable to complete the security upgrade for Tesco Bank Online Banking, we will send you a temporary PIN. Once you have received this you can re-start your security upgrade by entering your Unique ID, click Login and you'll be prompted to set up new security details using your temporary PIN

All of our savings customers can access their accounts online. However some customers need to make a small change to their browser settings to do so.

So those customers such as my mum who are waiting for a temporary pin (due to Tesco's errors not theirs) can't access their accounts on line. So ALL of their customers can't access their accounts.

So even their own propaganda contradicts itself :mad:

The absolute worst thing are the blatant lies that Tesco are putting out.

antiguadave59

Tesco problem fixed - this brings a new meaning to the word. I am still locked out, call centre overloaded, no solution in sight. Holiday to pay for tmz. Tesco banks attempts to resolve this problem are a disgrace.

pqrdef

Still can't log in. I'm not even going to phone to be kept on hold for an hour. I'll wait till the phone service gets back to normal, and then it will take them a week to send me a temporary pin by snailmail. By that time, I'll have been locked out for over two weeks.

They know, if they want to, which customers are unable to log in because they messed up the re-registration. They don't have to wait for me to phone, they can contact me if they like.

And why is online re-registration not functional, if everything is fixed?

Shame on MSE for trotting out the Tesco PR spin.

GeorgeHowell

pqrdef wrote: »

Still can't log in. I'm not even going to phone to be kept on hold for an hour. I'll wait till the phone service gets back to normal, and then it will take them a week to send me a temporary pin by snailmail. By that time, I'll have been locked out for over two weeks.

They know, if they want to, which customers are unable to log in because they messed up the re-registration. They don't have to wait for me to phone, they can contact me if they like.

And why is online re-registration not functional, if everything is fixed?

Shame on MSE for trotting out the Tesco PR spin.

I agree, MSE should be looking at their own forums and reflecting those views in the article too.

It's not over. Some people still haven't got their money out and don't know when they will. The login process still insists on sending text messages when it should not so anyone who has not been able to register a mobile phone number cannot login. I have not tried the call centre today as I've been lucky and managed to get all the money out, but I get the impression that the waiting times are still ridiculous, the people are not always helpful, promised return calls are not always made, and offers of compensation are mainly only forthcoming when they are pressed. There has been no word from Tesco senior management as far as I am aware, and the media releases have all grossly underplayed the nature and degree of the problem. For all we know Tesco bank might now be in the position of facing a run and having to stall on payments out in order to maintain liquidity -- that's just speculation but who knows ?

Apart from that, all fine ........

molerat

Received this slightly ambiguous e-mail this afternoon

I'd like to apologise for the issues you've experienced over the last couple of days that have prevented you from accessing your account.

We've had some technical problems with our website, and we're also aware that we have been unable to answer calls as quickly as we would normally.

We're sorry for the inconvenience this has caused you. You can now re-register and access your savings accounts online and through our call centre on 0845 601 0900 (lines are open Monday to Friday, 8am to 10pm, Saturday and Sunday, 9am to 5pm. Calls may be recorded).

We'll continue to monitor the situation and please email us at [EMAIL="tbccmailbox@i.tescobank.com"][email protected][/EMAIL] to let us know if you experience any further problems.

Yours sincerely

Julie McClelland
Banking Operations Director

It looks like they know who has been locked out so why can't they fix it at their end

EDIT .........

I just tried to log on using the old style and it allowed me through and have now transferred to the new system. Would not let me use the same unique name as I have got for my post may 23rd account though. Looks like their geeks have managed to reset something so those of you who have not yet applied for a new pin give it a go :T:T:T

edit2.... Just transferred £1 back to my linked account and there instantly

antiguadave59

pqrdef wrote: »

Still can't log in. I'm not even going to phone to be kept on hold for an hour. I'll wait till the phone service gets back to normal, and then it will take them a week to send me a temporary pin by snailmail. By that time, I'll have been locked out for over two weeks.

They know, if they want to, which customers are unable to log in because they messed up the re-registration. They don't have to wait for me to phone, they can contact me if they like.

And why is online re-registration not functional, if everything is fixed?

Shame on MSE for trotting out the Tesco PR spin.

Still locked out:mad: the agony continues:mad:

wendyrobson

Come on MSE - Challenge Tesco - the misery continues...............

moonpunk

I needed to login today - the whole process is disgraceful.

I'm all for security - but (surely) not at the expense of usablility!

What is worse is that because the site is now based on Adobe Flash you cannot use an iPad or iPhone!! Well done Tesco - create a site that is totally unusable, and then ensure it doesn't work with the latest version of the number one Internet Browser (IE9) and also ensure you eliminate users of the number one selling tablet (Apple's iPad) and smart phone (Apple's iPhone)!

And to make it worse, when you want to make a payment outside of Tesco then the user is taken to a page where they don't have the option to "Make a payment" instead it's called "Set up a withdrawal" - that is not intuitive! I don't want to set up a withdrawal, I want to make a payment to a person/organisation to which I've already set up. It turns out though that when you go through the "Set up a withdrawal" it actually is making a payment!

Today I've tried to make a payment of £1,000 but it's just sat there in the "Money Out" section - no fast payment, nothing! When I try and amend I get a system error ("File not found on the server").

It's as if someone has developed this system in their bedroom on a laptop - it's totally unacceptable.

As I type this I'm on the phone (and have been for 37 minutes) with music and some recorded message telling me that the tesco customer services advisor really would like to talk to me and that I am moving up the queue - we apologise for the delay!

I intend to setup an account with another online savings provider and transfer all but one pound to it - then ring Tesco and tell them I'm leaving. I fear if I don't they'll delay sending me my money or transferring it to the other bank.

Martin: Please, please, please get on the radio and TV and give them hell. How can they develop a site which excludes IE9 users and iPAD users? What planet are they on?!