Tesco Credit Card Online Fiasco

ralphbar

My wife and I both have credit cards with Tesco. We both tried to log in to our accounts today using security details that worked previously and were unsuccessful.

I tried calling their helpline using the number on the back of the card and chose general enquiries from the four options. After entering the 16 digit number I was asked to enter numbers from my '6 digit security code' - I had no idea what this was so I was unable to talk to anyone. I tried again and chose the 'Lost or stolen' option which get you through to an operator without needing the numbers.

It transpires that this new 6 digit security code has not been set up on our accounts and Tesco had not communicated the fact that their customers would need this new number to access their accounts!

Our only option is to wait up to 5 days for them to send the number by post. Incredible.

I also complained about needing to use the 'lost and stolen' option and was told (by a supervisor, because at this point I had escaled the call) that I could have used option 5. There are only 4 options....

Tesco must have thousands of customers in this position - anyone else had this problem?

giblet10

Yes, see my previous post in this forum for the trouble I've had.

Tesco's final divorce from RBS came through last weekend, a decree absolute I suppose you could call it.

In doing this they've moved their credit card platform in house - and it has caused problems - not just for registrations but also for payments made to your account (as I found).

I've closed my account as a result, but then I don't usually give companies a second chance so some might say just bear with it for the time being..

oldbarn

Also had major problems yesterday when trying to pay off my credit card statement. Eventually paid by debit card but this has not gone through my bank so now not sure what to do. What I do know is that because the payment will not have reached Tesco by the right date they will try and penalise me and charge interest! The whole system is a debacle because of the changes they have made without telling their customers and without letting their 'customer services' know how to handle the problem. Customer services are still giving out the old sort code and account number which will not accept payment. What a shambles! If this total !!!!-up impinges on my credit file, sparks will really fly.

Enterprise_1701C

So this is why I couldn't arrange payment yesterday!!! Just tried logging in and was fine for me thank goodness, last time they messed around I couldn't log in for ages and had to re-do everything! I think I was one of the ones in the middle of trying to change my details when they took the system down.

callum9999

oldbarn wrote: »

Also had major problems yesterday when trying to pay off my credit card statement. Eventually paid by debit card but this has not gone through my bank so now not sure what to do. What I do know is that because the payment will not have reached Tesco by the right date they will try and penalise me and charge interest! The whole system is a debacle because of the changes they have made without telling their customers and without letting their 'customer services' know how to handle the problem. Customer services are still giving out the old sort code and account number which will not accept payment. What a shambles! If this total !!!!-up impinges on my credit file, sparks will really fly.

They have specifically said that have they? A system failure caused by them shifting payment systems is clearly their fault, and they know full well that it's their fault. I'd be incredibly surprised if they don't reverse all late fees and interest charges people have incurred because of it.

giblet10

And now I find two entries on my Callcredit file - one for Tesco Finance and one for Tesco Bank - for the same card..

Nannysoupdragon

Like the previous posters, I tried to make a payment online to my Tesco CC today - only to find that the site had changed, I had no Debit Card payment history (so what happened to the last 10 years then??) and after TWO calls to their customer services I had to make the payment via the phone as it kept declining my payment online. This alone put me into a spin and I had to cheque my Bank to make sure the money in it had not been stolen ! As pay day had been last Thursday I knew there was money available you see. To my dismay however, I was told that they payment wouldn't be showing in time as there would be a delay due to the Bank Holiday - now had I been able to pay online as I normally do this would not have been an issue. So, to hedge my bets as it were I went to my bank online, again, and made a minimum payment on their fast pay, but, even though I received a call from them it does not show online that I have set it up. When I get my next statement I shall pay it off in full and close the account. I dare not do this in haste as who knows how much has actually been paid today?? All in all, they have turned me into a Grumpy Old Woman today. :mad:

organic_wanabe

Thanks for alerting me to this as my payment is due on 8th June. The new details that I was given over the phone, was to make payment to Sort Code 40-02-50, Account No. 31316044 (obviously quoting my Credit Card No. as the Reference).

Spanfree

I had a similar problem but unfortunately for me was on holiday in the USA when my credit card was rejected which ruined the last few days of my holiday. When I returned home I contacted Tesco and was told that they had stopped my credit card for none payment. Although I had set the payment up by BACS before I left for holiday I had paid the wrong sort code and account number, thinking I must have ignored a notification from Tesco I went and checked my April statement and to my surprise the sort code and bank details were the same as I had been paying for the past few years. Extremely annoyed I went straight back to Tesco they apologised and have since credited the £12 none payment charge and £56 interest charge and have given me a small amount of compensation and an apology from Kevin Manning Head of Credit Card Operations. I also pointed out that my May statement has another sort code and account number which they said was also incorrect! They apologised again and said that 'we are a new bank with teething problems' well with this level of service they will not make old bones. I have just paid my May bill by BACS to sort code 40-02-50 Account 31316044 lets hope it works.

hillcats

Thanks for this thread !
Can confirm Tesco Bank do now require the credit card payments made into a new account number and sort code as per the paying-in slip only if Cash or Cheque, or via the 6. Other Remote details on the rear of the main sheet. I phoned them to confirm.
I will be changing my online details and sending a small token payment to ensure they actually receive the amount and reduce my balance by the same of my CC account before I send any large amounts to this account number....

plantpot87

I thought I'd got away with all the problems but should have known better. I had enough money to pay off the rest off my balance so made two payments one from my personal account and one from our bills account (in my boyfriends name - have used this to pay off in the past no problems).

I thought all had gone through ok as I only had an email to confirm payment not any other email to say otherwise. Now I've just opened my paper statement to find they have refunded one of the payments and now charged me interest on top when I should have not got any as I should have cleared it in time.

Now I know there is enough money in the bank account as I doubled checked and our morgate, council tax and gas/electricity have come out no problems. So looks like it will be a long phone call for me in the morning to find out whats going on then :mad: