Tesco taken my money and wont refund me!

If_it_can_go_wrong

marywooyeah wrote: »

that sarcastic comment is quite offensive. the OP was in financial dire straits due to (tesco/merchant/merchant acquirer/whoever) but not due to her own volition, causing her stress and hassle and having to go to the bank to get proof when she's done nothing wrong, then had to ask round for help for nappies and wipes due to this situation. I'm not suprised she feels so angry.

Exactly right. This is a major flaw in a system that could be easily corrected with some effort on the retailers and banks part. It will be sorted eventually when some pressure is brought on them to do so, but as it causes the biggest problem to the poorest in society, it does not seem a top priority.

hmfc

Just to let you all know if it was a banking issue then the money would have been automatically refunded to me in 72hrs....hubby works for RBS data centres so it wasnt a server issue like tesco tried to tell me.

shock horror people...I still havent had my money back. Its now been confirmed that Tesco, yes you heard me, Tesco are at fault!!
So telling me basically thats life, just deal with it, is a little bit harsh under the circumstances dont you think?

Tesco havent followed their own complaints proceedure correctly since the first time I raised this on Friday so they have now made this saga continue far longer than it should have. I have had agent after agent tell me its been resolved and then told by a Customer Complaint Floor Manager that it was and i quote "my own fault and nothing to do with Tesco!"
Their customer service is disgusting and I will be taking this as far as I can go. I have been spoken to in the most disgusting manner and nobody had taken any ownership of this. Had another call this morning from a quality checking dept enquiring about the service I have received and when we discussed the problem further it was found that the "floor manager" had written that tesco had taken my payment on my card but he forgot to mention that they made me pay in cash and swiped my card several times :-( So the issue was just sitting in limbo! Its a total joke!! I am at my wits end and Tesco cant seem to work out who's dealing with me and if they have or havent done their jobs right....i work in customer service complaints and if I behaved like this I would be on a warning and made to do extra training due to bringing the company name into disrepute...why are tesco not even doing their job right?! :mad:

The_BAMFster

hmfc wrote: »

Just to let you all know if it was a banking issue then the money would have been automatically refunded to me in 72hrs....hubby works for RBS data centres so it wasnt a server issue like tesco tried to tell me.

shock horror people...I still havent had my money back. Its now been confirmed that Tesco, yes you heard me, Tesco are at fault!!
So telling me basically thats life, just deal with it, is a little bit harsh under the circumstances dont you think?

I may be missing something, but you aren't the OP? :think:

Lip_Stick

The_BAMFster wrote: »

I may be missing something, but you aren't the OP? :think:

Er...Are you drunk or just thick? Yes they are... or am I missing something?

The_BAMFster

Lip_Stick wrote: »

Er...Are you drunk or just thick? Yes they are... or am I missing something?

No, you are quite right...I am thick! Currently in a PM disussion on another forum (Is my poor excuse) and misread the username. Apologies to the OP. :beer:

mattyprice4004

It amazes me how people argue until they're blue in the face, but are still incorrect.

I specifically differentiated between tesco and the merchant in my post, so I obviously meant two different organisations. Thanks for those who argued my case.

melbell

hmfc wrote: »

Just to let you all know if it was a banking issue then the money would have been automatically refunded to me in 72hrs....hubby works for RBS data centres so it wasnt a server issue like tesco tried to tell me.

shock horror people...I still havent had my money back. Its now been confirmed that Tesco, yes you heard me, Tesco are at fault!!
So telling me basically thats life, just deal with it, is a little bit harsh under the circumstances dont you think?

Tesco havent followed their own complaints proceedure correctly since the first time I raised this on Friday so they have now made this saga continue far longer than it should have. I have had agent after agent tell me its been resolved and then told by a Customer Complaint Floor Manager that it was and i quote "my own fault and nothing to do with Tesco!"
Their customer service is disgusting and I will be taking this as far as I can go. I have been spoken to in the most disgusting manner and nobody had taken any ownership of this. Had another call this morning from a quality checking dept enquiring about the service I have received and when we discussed the problem further it was found that the "floor manager" had written that tesco had taken my payment on my card but he forgot to mention that they made me pay in cash and swiped my card several times :-( So the issue was just sitting in limbo! Its a total joke!! I am at my wits end and Tesco cant seem to work out who's dealing with me and if they have or havent done their jobs right....i work in customer service complaints and if I behaved like this I would be on a warning and made to do extra training due to bringing the company name into disrepute...why are tesco not even doing their job right?! :mad:

Having used to work for tesco (and find it really convient that your husband works for RBS Datacentres) in the cash office I know whats happend here.

Basically. Tesco once youve verified your pin connect to Natwest Streamline/HSBC Merchant services/AMEX/Tesco Processing (Depending on the card scheme) and send the transaction information. Then the Merchant aquirer then over the relevant card scheme contacts the issuer who either say yes/no/maybe (Further authorisation required) Note Tesco haven't got your funds, they don't even know if the funds are available!

The issuing bank send their decision over the card scheme however the card schemes systems either misread the signal sent or carrying the signal either has a glitch and delivers a declined signal.

The funds are in a suspense account at YOUR bank theyve ringfenced the transaction just incase Tesco get the correct signal and process the transaction. They will drop back in 3-5 banking days.

Of course your husband would have explained this wouldnt he

The "I have a baby/kid/etc" still reminds me of the time I was in tesco and overheard a woman use that line having only £10 for nappies and a bottle of vodka. Asking to owe the £3 she was over and being told no. She took the vodka saying her kid can go without. (Not a slur at anyone just reminds me)

hmfc

So because he used to work for rbs in macmerry and holland data centres that makes me a liar? Love it When one of our customer calls sky and says that their payments been messed about we give the cust the fax number and tell them to let the bank fax us proof...within an hour we get the fax, advise the bank that yes we made a mistake and the bank release the customers funds again. No hassle, no problems! So why can't tesco behave in the same manner.tesco had sent me a voucher discount off johnsons wipes...so yeh I was in tesco to buy my daughter wipes and her nappies!! End of!! It's taken far too long to resolve the issue and it wasn't the fact that I had paid £10 cash and also the missing £10 from my bank account, they had swiped the card too many times, claiming £60 of my own money leaving me with NOTHING!!!!!

If_it_can_go_wrong

melbell wrote: »

Having used to work for tesco (and find it really convient that your husband works for RBS Datacentres) in the cash office I know whats happend here.

Basically. Tesco once youve verified your pin connect to Natwest Streamline/HSBC Merchant services/AMEX/Tesco Processing (Depending on the card scheme) and send the transaction information. Then the Merchant aquirer then over the relevant card scheme contacts the issuer who either say yes/no/maybe (Further authorisation required) Note Tesco haven't got your funds, they don't even know if the funds are available!

The issuing bank send their decision over the card scheme however the card schemes systems either misread the signal sent or carrying the signal either has a glitch and delivers a declined signal.

The funds are in a suspense account at YOUR bank theyve ringfenced the transaction just incase Tesco get the correct signal and process the transaction. They will drop back in 3-5 banking days.

Of course your husband would have explained this wouldnt he

The "I have a baby/kid/etc" still reminds me of the time I was in tesco and overheard a woman use that line having only £10 for nappies and a bottle of vodka. Asking to owe the £3 she was over and being told no. She took the vodka saying her kid can go without. (Not a slur at anyone just reminds me)

OP. If the Tesco employees you are dealing with have the same attitude and cynicism as this poster, then no wonder you are struggling to get them to take ownership of the problem they or their systems have caused.

eyelinerprincess

What attitude? Melbell was merely explaining what had happened, and if you READ the post, then you would see that Tesco couldn't do anything, they couldn't refund the money as they hadn't actually got it.