Expired Clubcard Plus Cards not being replaced

AFCBdave

Tesco Bank appear to be in disarray again....

If you are lucky enough to have a Clubcard Plus (the green one) and haven't used it for a few days, check the expiry date to make sure it didn't expire at the end of October 2011.

Mine did, as I found out today when trying to pay for fuel at a Tesco garage, which came as a surprise as I hadn't received a replacement in the post.

So I called Tesco Bank this evening to ask why I hadn't been sent a replacement to be told that lots of people have been calling them since yesterday with the same problem.

They thought they had sent a batch out on 26th August 2011 but it would appear that some or all of them didn't actually get sent. They only discovered the problem when people started calling them yesterday.

Maybe I'm being picky, but it concerns me that
1) Tesco Bank records show that I was sent a card on 26th August which they now accept probably wasn't sent
2) Tesco Bank seems unable to accurately record who they have sent cards to
3) Tesco Bank do not actually know who has had cards and who hasn't
4) Until customers started to call them, they had no idea that there was a problem some 9 weeks after they thought they had sent the cards out.

The lady I spoke to confirmed all of the above!

Since speaking to her and ordering a new card, I had a further call from a confused chap asking me what the start date, expiry date were on my card as they didn't have that information any more (I guess it got wiped when the computer thought it had issued a new one).

He was further confused as my card, issued three years ago, had the same number on as the one issued (or not) in August - which was not possible!

So add to the list..
5) Tesco Bank seem unaware of when the cards they have issued are due to expire
6) Tesco Bank seem to have accidentally issued (or not) cards with identical numbers to the ones they have replaced, which they did not intend to (Tesco have in the past always issued a new number with each card).

On top of all the issues last June, my confidence in their ability to run a bank is presently at rock bottom. Am I being harsh?

PS - If calling them, please bear in mind that they are very sensitive souls. Despite my being polite but firm throughout the conversation, you are not allowed to use the word '!!!!-up' or you will be warned that any repeat of such language will result in the termination of the call

elainemaul

It gets worse in my case!
Discovered card expired on 1st November. Not a big shop so paid with cash. Phoned same day. They were very apologetic and said they would send out new card which would need need me to phone up to activate. I asked if the new card would be a chip and pin rather than one requiring signature when in Tesco. 'Yes' they said. I also asked if they would be sending out replacement card for husband. 'Yes' they said.

Card arrived yesterday. John got a pin on Saturday but no card. I phoned to activate but noticed it was NOT a chip and pin card. Also asked about John's card, worried now that since they aren't chip and pin, anyone can use them if it had been stolen. 'Oh No' they said ..... we didn't send one out for him as he has to request one!!! So NOT what they said on the 1st. He had to make a completely separate phone call to do so, they wouldn't let me pass the phone to him, sitting in the same room!!!

Tried to use card today, but firstly in customer services to add points for the receipts for the last few days (I go in Tesco every day for a paper if nothing else). Adding points worked fine. Because I had a weird feeling about this card, I tried to use it to just buy stamps in customer services. The machine said to 'tell customer to use alternative method of payment'!!

Straight home and phoned. Card is active. Card has balance. Store should have accepted it, so it is up to store to 'follow their procedures' to see why the Tesco store machines wouldn't accept the card so they can't do anything. Between rock and a hard place???

Straight back to store (it is just over the road otherwise this would have made me even more madder than I already was!!). Card still won't work. Called over one of the managers. The phone number they have ...... goes through to Tesco Bank and I have to enter all my birthday/pin etc etc ...... it doesn't go through to a store enquiry number. I express my extreme annoyance at the fact that I haven't been able to get to my money for 9 days and the embaressment of looking like I have stolen a card!! Also, it would seem like the Tesco stores DON'T have satisfactory 'procedures' to check up on anomalies directly themselves. Luckily, I have another credit card to pay otherwise I would have been even more annoyed.

They will check out what might be wrong! 'Frank' thinks the card might be at fault, although I said it was OK to register the points so I find this hard to understand? He will phone either today or tomorrow with what he finds out ..... but thinks a new card might have to be sent out.

So ...... when you get the new card, use it for a small silly purchase to check it works first!! Or ensure you have alternative means of paying!