Tesco Finance? No reply, and a missing loan agreement.

danny_c

hello all

has anyone had any experience of claiming from Tesco Finance?

i have a claim (actually, four, see below) with Tesco, that they acknowledged on June 13th. that means that i'm now heading towards my 21st week without any further contact. i think i'm correct in saying they're supposed to have 16 weeks? i'm scared to push them though as, again, i think i'm right in saying that the next step would be the ombudsmen, but i've heard that can then take several months, if not longer?

another thing is, as i said, this is for four claims. i took out my original loan in 2001. a second loan was taken out in 2002 (a repayment of the original loan, plus another loan), a third in 2003 (again, repayment plus loan), and a fourth in 2004 (repayment, plus loan). when i requested copies of the loan agreements from Tesco, i received the agreements for loans 1, 3 and 4 immediately. the agreement for number 2, however, never arrived. i called them four times, and in the end was told that they couldn't produce a copy of this agreement as it was too far back. i explained that they'd managed to produce an agreement from 2001, a year earlier, but they couldn't/wouldn't give me any other reason.

i'm now wondering if this is a reason why there is a delay.

so has anyone else had any experience with Tesco? can anyone advise me on my next course of action? do i have a stronger case as they can't produce my agreement from 2002 (which, in theory, should make that loan 'invalid' and therefore the next two 'invalid' as they were repayments).

any help would be greatly appreciated.

thanks in advance

Danny

di3004

Hi Danny & welcome

Give them a call, they have had more than ample time, and you are entitled to call them at anytime to find out what is going on.

I am not sure on the agreement issues as such, but maybe the delay is because they have a few of them to sort out, but I would certainly contact them and ask for an update, another reason - in case letters have gone elsewhere by mistake.

Don't worry about contacting them, any probs let us know and good luck.;)

kelly993

Hi Danny
I have just come across your post but I can see its a few days old now. I am currently claiming with Tesco and it is shambolic to say the least. My loan is from 2001 and ended in 2008 and it had front loaded PPI with interest applied to it (the very worst kind!) They supplied my copy of the credit agreement without issue. I submitted my claim to them in August, I had my acknowledgement letter a couple of weeks later. 8 weeks later I had a letter telling me that a response could not be provided as the information had not been received from other departments (apparently the loans used to be issued by RBS but that stopped a few years ago and so they need to apply for all the old info as its not on their system) Their letters vague to say the least and just stated 'I will be in contact shortly'. about 6 weeks later I receive another letter saying that they still can not provide an answer as the information had not been received again I was informed that they would be in contact shortly. I then gave them a further few weeks and nothing was received so I called them a couple of days ago. I was told again that the information still had not been received!! The guy on the phone was polite but as much use as a chocolate t-pot. I informed him that if I was to request a SAR then this info by law would have to be with me within 28 days so why were they having such a problem getting it, this he could not answer but said he will chase it. He then started telling me that there were delays due to the sheer volume of complaints coming in. I asked him why the massive banks were doing a better job of keeping to FOS timescales then Tesco when their complaints were far higher, again he could not answer this. Loosing the will to live I emailed the CEO as I think that this is a stalling tactic. This email was sent 2 days ago and I have heard nothing at all. So this is my sorry tale of Tesco and you are not alone! I would definitely call them and chase this as they dont seem to like keeping you informed.
Keep us updated as to how you get on, I think it helps to build a picture of what tactics the banks are useing to stall giving money back. I will post again if I get any response from the CEO...I am not holding my breath!

danny_c

thanks kelly993, i'll keep you informed.

could you pass on the CEO's email address please?

villan501

Folks

I see your concerns with Tesco, However I have nothing but praise from my experience with them, I wrote to them ( Just a standard Letter) I had no copy of aggreement nor did I actually have any figures for them apart from my experian report saying I made ( x amount of payments at x amount per month) I took my loan in 2003 so the 6 years of keeping details was obviously not a problem for them. I wrote on 4th sept and I had a letter from them saying my claim was upheld in mid october and the cheque was cashed by end of october.

if I was you i would forget the copy of the agreement and just ask them to investigate the mis- selling for you, dont listen to there spiel if you owed them money they would have details going back to the 1700's. I got £3260 back from them and I was very impressed with how they conducted my case.

In my letter I basically said I wanted the money the main reason was ( This is actually true and every bank has said this to me) I took the loan out when at my parents house I was told they would be left to discharge my loan should I die suddenly if I hadnt taken ppi (Disgusting)

Keep you chins up you will get what you are owed they are a very respectable company that are all for the customer not like Halifax Barclays etc, I know they did wrong in the past with ppi but they will sort it.


Goodluck hope this helps



Villan501

danny_c

hi all

just wanted to let you know that i've finally had some success

i managed to speak to someone on monday (28th november) at Tesco, and - finally! - they said that they are upholding my claim, i should receive an offer within two weeks, and once signed and received, they will give me the money within ten days.

'oh yeah, sure' i though, but i received a letter yesterday (1st December), with an offer of nearly £9K

so, it may have taken 25 weeks, but there was a happy ending. if you're still waiting, keep pestering them and keep your chin up

Sunnyk_3

I have had similar issues with Tescos, 8 weeks of "we are waiting for your paperwork form other departments"......then i referred the case ot FOS, who then called to say that they have agreed to make an offer of redress within a space of a week.

Still not heard from FOS on the letter of offer but they say it was posted on the 30th November, should be on my doorstep when get home tonight.