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MSE News: Tesco Bank online log-in pain 'now over'
in Budgeting & bank accounts
65 replies 13.7K views
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I was informed in quite an unpleasant way that Tesco Bank would not be compensating anything as "all customers were calling at the same time" - which I think supposed to mean that this is our and not their fault.
They were not even interested or willing to take my contact details to get back to me in writing or send an apology letter. This is an extremely arrogant attitude from the company that:
- left thousands of customers without card readers in 2008/2009 making it impossible for them to make online transfers (I got 1000 clubcard points as a compensation)
- lost customers data in 2010 (they managed to blame it on their external service provider meaning no one really took any responsibility)
- left their customers without access to their accounts in 2011
My initial reaction is - what a bunch of clowns, let me close all the accounts with them and forget about this home grown version of Santander - but then hang on a minute, the accounts can remain empty and let them send a statement every now and again. This will not teach them a lesson but perhaps their CEO will get 999 999 instead of 1000000 as letters to me will cost them a bit.
Every little helps.
So today I wanted to go to my credit card account - oops! No. No. No. – first locked out - go through the unlock process and get a temp password and code emailed to me follow instructions to get to a page asking for a MAC code (sent in the post) - (very useful I’ll just wait here for the post man!) but you can press the view button to see your account – well that would have been a help except there is no VIEW button on the page – I have worked in IT for some years and dealt with major migrations – there are some general rules – avoid any changes at the time of a migration and test in a full simulated environment – I can only assume Tesco have been so arrogant as to believe they would get it right 1st time (it very rarely happens). Tesco ‘every little helps’ no ‘every ones a !!!!-up’
I started a thread ("Will Tesco renege on their compensation promises?"), requesting to hear from anyone who HAS received the promised compensation.
To date, not one person has responded in the affirmative.
I'm afraid your experience simply reinforces my belief that the compensation promises are just PR fluff to satisfy the media.
How about emailing Tesco CEO, asking who you should name as respondent in a Small Claims Court action to recover your costs?
Thats strange because the platform the credit card runs on hasn't changed as far as I can see. I log into it in the same way as I have always done. The credit card operation is still run by RBS as far as I know.
Third attempt to speak to one these 'Customer Service Representatives' who really wants to talk to me.
2.5 hours hanging on the end of a phone so far. This is even worse than Santander at it's peak.
I have Internet banked with Tesco since 1999. I will seriously consider moving my accounts if I can ever get at my money.............
The phone line just cuts off dead at between 1hr 3 mins and 1hr 4 mins.
During this time I have been cut off after 61 mins and 66 mins and finally got through after a total of 2 and a half hours - only to be told that their call waiting time is about 20 mins!!
They cannot explain why I need a PIN but will send one out which I should receive in 3-5 business days. During this time I still have no access to my accounts. They also couldn't answer the question "if you knew I needed a PIN, why didn't you just send me one", or "why have you asked people to call you at a time when your call centre is completely overwhelmed and under resourced".
I also asked why my Clubcard Plus was refused as payment when I filled up with fuel yesterday. The response was that "Clubcard Plus is broken". I was told that "since the changeover to Tesco Bank, the computer doesn't recognise the overdraft facility". This has been a problem for a few days, although they admit to not having actually told their customers this.
Having exhausted questions about my Clubcard Plus, which took 20+ mins of going away and asking a supervisor (I guess that's what happens when you draft in untrained staff at short notice), I asked for the balance of my credit card. Apparently, I had to speak to someone else, but "don't worry, you'll hear some music and then get put through".
After a further 20 minutes of music they cut me off again! A total of 195 minutes of my time wasted./
The end result is that I cannot access my accounts for 2 weeks and cannot use my Clubcard Plus Card to buy petrol or food until they have sorted the latest problem. And I won't know they've fixed it because they are trying to keep it quiet!