Will Tesco renege on their compensation promises?

renard_2

During the recent Tesco Bank fiasco, many of us were assured by their operators that we would be compensated for our expense in holding on interminably on their 0845 line - sometimes for hours over several days.

I was one of those who, having agreed the amount of compensation with the operator, was told the compensation would be paid into my account.

And when asked on the BBC, a Tesco Bank spokesman confirmed that compensation would be paid "on a case by case basis".

Well, it's not in my account yet.

Now the following has appeared on the BBC News website (here: http://www.bbc.co.uk/news/business-13901728 )

Tesco Bank offers refunds pledge

Tesco Bank, which has suffered technical problems with online accounts, says it will refund anyone who has incurred costs as a result.
The bank, which said its website was now "fully operational", will deal with claims on a case-by-case basis.

So far, so good. But the next paragraph reads (with my emphasis):

It said that it would refund customers who could prove they had lost out financially as a result of the fault.

Are we about to see a quiet, crafty U-turn by Tesco Bank, once the media spotlight fades? What price their operators' verbal agreements? Will Tesco demand that we apply in writing, enclosing our phone bills or other proof - in the hope that the majority won't bother?

Wouldn't surprise me in the least . . .

Has anyone had the promised compensation paid into their account?

Lokolo

I don't get why you wouldn't expect them to ask for proof?

Ifts

I was offered compensation by a manager as a goodwill gesture for the inconvenience and incorrect information that I was given several times by Tesco telephone banking. I did not ask for it but she said the level of incompetence on their part according to my case file warrants me receiving it.
She also told me that it will be paid into my account. I made a note of the time/date of the call and also got her name.
Good job because its kind of hard to prove the inconvenience suffered.

Not worried about the call costs because I used the free phone number

P.S. Its Early days yet, they are still sorting out the website access for many who are still having problems with different web browsers. I'm sure if they have offered it, they are not now going to deny you it, esp if the calls are recorded.

renard_2

Lokolo wrote: »

I don't get why you wouldn't expect them to ask for proof?

Please see my second paragraph above.

It was their operator, not me, who mentioned compensation. After sorting my access problem, she asked what compensation I would accept for my hours holding on the phone. This took me by surprise, but after we had worked out the minutes and cost, she said that I would receive that sum, paid into my account.

Others on this forum have said that they were offered £20 compensation without asking for it.

Those operators would not have made such pledges without authority.

Now, it seems possible that Tesco Bank could renege on those agreements.

In business, we honour pledges made during telephone discussions.

renard_2

Ifts wrote: »

I'm sure if they have offered it, they are not now going to deny you it, esp if the calls are recorded.

Clearly you do not share my cynicism about the perfidy of our banks . . . .

Interesting to note that - as I mentioned above - it was they, not you, who raised the question of compensation. In fact, your post endorses what I have said in my reply to Lokolo.

I wait to hear from anyone who has received the promised compensation and will be overjoyed if my cynicism is proven to be unjustified.

Ifts

renard wrote: »

Clearly you do not share my cynicism about the perfidy of our banks . . . .

After getting out the dictionary (sorry perfidy is a new one on me!) I can now reply.

I think you will find that I do share your cynicism, hence the reason why I took the managers name and made a note of the time/date the call was made.

By the way she phoned me and offered me the compensation after she had gone through my case file (at the time of the call she said she had the case file in her hand, thats how much hassle I went through that they had a case file on it).

edit: Oh yeah one other thing, she also asked me how I wanted the compo paid, cheque or clubcard points sent to my registered address or paid in to my Tesco Savings account? I chose to have it paid into my account.

GeorgeHowell

The CEO of Tesco is to be interviewed today at noon on BBC Radio 4 Moneybox. Hopefully and presumably the question of compensation will come up, and we will see how unequivocal or shifty he is about it, as the case may be.

If the latter, all one can say to them is ... keep digging.

SnowMan

http://faq.tescobank.com/help/change-centre/compensation-contact

Question:

How can I claim compensation for costs I've incurred as a result of Tesco Bank's system issues?

Answer:

We are very sorry if any customers have been affected and will seek to address any loss on a case by case basis. We would encourage customers with a claim to contact us at :

Tesco Bank
Complaints Department
PO Box 27010
Glasgow
G2 2DR

or alternatively email us at [EMAIL="callmeback@tescobank.com"]callmeback@tescobank.com[/EMAIL] or you can call us on our freephone number 0800 015 3198.

renard_2

Thanks for that, SnowMan.

So - are they confirming my suspicions?

As stated above, Tesco Bank telephone operators made verbal offers last week of compensation for agreed amounts "which will be paid into your account".

Do Tesco Bank now intend that we should apply for what has already been agreed?

I ask again: has anyone had the promised compensation paid into their account?

SnowMan

renard wrote: »

Do Tesco Bank now intend that we should apply for what has already been agreed?

I think they will honour any agreed amounts they have already made, although keeping details of who you spoke to and when is essential in case they do 'forget the call'.

For new claims then that is different. This post suggests that they may make it very difficult to claim for other than call costs.

renard_2

I wish I shared your optimism, SnowMan!

To me, that other post is an indication of how their telephone staff may have been ordered to harden their attitude now that the media spotlight is off Tesco.

What arrogance that poster experienced! And, contrary to what you say above, it seems they are even refusing to reimburse telephone costs. So much for their public reassurances that people will be compensated.


The proof of the pudding is in the eating - I am still waiting for ANYONE to report that they have got their promised compensation.