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A Horror Story About Tesco Bank
david_mason
Posts: 15 Forumite
in Credit cards
I have a horror story about dealing with Tesco Bank which I would like to share.
I took out a Tesco Credit Card in September 2012. The credit check went smoothly and I was granted a credit limit of £3500. This card had an introductory offer of 0% on purchases for 16 months. So I spent £3475 on a large purchase to take advantage of the offer. So far so good, until...
After a couple of months, a customer service representative from Tesco called me and asked me to send in my Bank Statements and a copy of my ID by post, so that they can verify my identity. I was a bit perplexed to hear to this request. Why were they trying to verify my ID AFTER the credit card application was already successful and AFTER I already spent most of my credit limit. I was reluctant to send the documents through as I receive by bank statements online and there is a charge for receiving paper copies. Also, there is the inconvenience and cost of posting the items. From this point, Tesco Bank stopped giving me access to my account online and even stopped discussing the account over the phone, saying that they could not verify my identity. As far as I remember, I was not sent a copy of Terms & Conditions of the credit card product either and I doubt it has any reference to identity check after money has already been spent on a credit card and card that is in use. Tesco Bank failed to provide me with any such reference to the Terms & Conditions. I searched their website as well, but failed to get a copy of the Terms & Conditions there either, unlike all the other banks.
But after my Christmas holidays, I sent my bank statements and a copy of my driving licence to Tesco Bank by post, just so that I could have access to my account again. After a few days, Tesco bank stated that they could not accept the copy of my ID as it was not 'certified'. I called them up to enquire about this and they said that I will need to get the copy of my ID certified from either any local bank branches, police station or the post office. Even though I was quite annoyed by this rejection (since they never mentioned the copy of my ID needed to be certified), I went to a local bank to get my ID copy certified. The help desk staff at the branch certified the ID copy for me and I sent the copy through by post again.
Tesco Bank again refused to accept the copy of the ID, stating that the address on the copy of my bank statement was not consistent with the address on my bank statement. I called them and explained to them that my driving licence had my parent's address. I was also a bit puzzled as they said they will need bank statements to verify my address and a copy of my ID to verify my identity (not my address). Also, if they are verifying my address from the copy of my ID, why did they need the bank statements in the first place?! Additionally, if I were to send in a copy of my passport, they would not have been able to see any addresses on that form of ID copy (as passports do not contain people’s addresses)! So whatever address is written on the copy of my driving licence is surely irrelevant. The copy of ID was meant to verify I am who I say I am, not where I am residing anyways. I explained all of this to them over the phone, but alas! They completely turned a deaf ear to all this and kept insisting that I get a new driving licence (just for them) and send them a certified copy of the new driving licence, bearing the cost of £20 for a replacement driving licence.
In the meantime, I requested paper copies of my credit card statement and amazingly, they were issued to my address (even though till this point my identity and address was under dispute)! That is not very secure of Tesco Bank is it?!
Again, extremely unwillingly, I did get a new driving licence with my new address. Then, after I went to my local bank, they refused to certify my ID, saying they will only certify documents for their own internal purposes and nothing else. I explained that I got my ID certified once before but the branch manager said that was a mistake and they will not do certify anything for outside use. I went to Lloyds TSB, Halifax and HSBC and all three banks turned me down for certification. Then I went to Belgravia Police Station in London, Victoria, but they refused to certify my copy of my driving licence as well. Finally, I found out that Post Office would certify the copy of my ID but I will need to pay a fee for it. I did not want to incur any further costs for this nightmare and so, I decided to post THE ORIGINAL plastic DVLA driving licence to Tesco Bank. Before sending this document through, I called Tesco Bank to ensure that they will accept this original document to satisfy them of my identity and that no certification will be required as I was sending in the original document.
After receiving this original document, Tesco Bank AGAIN (!!!!) refused to accept the ID, saying it was not 'certified'. I argued that since this was an original document, it did not need to be certified (as it is not a copy and quite obviously a genuine copy). The customer service representative tasked with handling my account said that- 'anyone could have sent this driving licence in and hence we cannot accept this form of ID'. I failed to understand what that meant or how that was relevant! I was losing my patience at this point. I could hear the extremely unprofessional representative giggling at the other end. I raised my voice to get my point across but the representative kept repeating himself. He then said I needed to see a doctor for my mental issues!! Finally, he threatened to close down the account within two weeks from now and hung up the phone unexpectedly, by banging the receiver down.
I still do not have access to my account. All this time, money and distress has been wasted. I am in the same position as I was in, 4 months ago. I still have not received my original driving licence back from Tesco Bank (sent two weeks ago) and am unable to drive. I will wait another week, but if I do not get it back, I will assume it is lost or stolen due to Tesco Bank's negligence and fork out another £20 to get a new driving licence.
My concerns are the following:
- Tesco Bank recognises my identity when it comes to ownership of debt, but does not recognise my identity to enable me to manage my account online or otherwise. Isn’t it a bit two faced? If I default on my debt, they will quite happily chase me and ruin my credit file, acknowledging my identity but will not acknowledge my identity to allow me access to my account. So which is it? Does Tesco bank acknowledge my identity or do they not? It cannot be both, depending on whatever suits them. Are they making up their own rules?!
- Are they responsible lenders? They gave a credit card with a sizeable balance to someone without verifying their ID! If this was a case of stolen identity, the thief would have been long gone with the money spent on the card and there are no checks in the world that would recover that money.
- Tesco Banks customer service is extremely poor. They continually mis-informed me. They never told about ID certification in the very beginning, they never told me my bank statement and driving licence address needed to be consistent, they gave me incorrect information about where I could get my ID certified, due to their lack of knowledge they failed to appreciate original document did not require certification (confirmed with the Ombudsman) and in general, they were extremely rude and towards the end, abusive.
- Tesco Bank has extremely poor internal security controls. Even though my identity and address was under dispute, credit card statements were still issued to the address on their records.
- Tesco Banks policies around ID verification is not consistent with any other Financial Institutions (and the industry in general) that I have dealt with (and I have dealt with several such organisations). Why were credit, identification and generic checks carried out through Experian by Tesco Bank? Surely to verify my ID and address? They have made it quite impossible for a customer to prove they are who say they are and to maintain their accounts. They do not have any physical bank branches either, where the problem could have been sorted out. I do not see how this whole issue will ever be resolved.
- I have racked up a huge bill to get this issue sorted out- replacing driving licence, obtaining copies of bank statements, transport costs to go to bank branches, calling Tesco bank several times on their premium number only for the auto answering machine to keep me waiting 20 minutes every time before getting passed around from adviser to adviser and of course, the huge amount of time that I have lost. The amount of distress this has caused me is unbelievable and yet, nothing has been resolved, but only made matters worse. Worst of all, Tesco Bank does not even acknowledge that they were in the wrong even once!
I do not know what else to do now. I am tired, fed up of dealing with this company, angry, disappointed and extremely frustrated. I reported this to the Ombudsman after being turned down by Tesco Bank several times to register a complaint over the phone, but I am not sure what bureaucracies are involved and how long this will take to resolve. All I ever wanted was access to MY OWN ACCOUNT and I been harassed mis-treated ever since. I do not appreciate being treated like a criminal and running around in circles, without coming remotely close to a solution.
I took out a Tesco Credit Card in September 2012. The credit check went smoothly and I was granted a credit limit of £3500. This card had an introductory offer of 0% on purchases for 16 months. So I spent £3475 on a large purchase to take advantage of the offer. So far so good, until...
After a couple of months, a customer service representative from Tesco called me and asked me to send in my Bank Statements and a copy of my ID by post, so that they can verify my identity. I was a bit perplexed to hear to this request. Why were they trying to verify my ID AFTER the credit card application was already successful and AFTER I already spent most of my credit limit. I was reluctant to send the documents through as I receive by bank statements online and there is a charge for receiving paper copies. Also, there is the inconvenience and cost of posting the items. From this point, Tesco Bank stopped giving me access to my account online and even stopped discussing the account over the phone, saying that they could not verify my identity. As far as I remember, I was not sent a copy of Terms & Conditions of the credit card product either and I doubt it has any reference to identity check after money has already been spent on a credit card and card that is in use. Tesco Bank failed to provide me with any such reference to the Terms & Conditions. I searched their website as well, but failed to get a copy of the Terms & Conditions there either, unlike all the other banks.
But after my Christmas holidays, I sent my bank statements and a copy of my driving licence to Tesco Bank by post, just so that I could have access to my account again. After a few days, Tesco bank stated that they could not accept the copy of my ID as it was not 'certified'. I called them up to enquire about this and they said that I will need to get the copy of my ID certified from either any local bank branches, police station or the post office. Even though I was quite annoyed by this rejection (since they never mentioned the copy of my ID needed to be certified), I went to a local bank to get my ID copy certified. The help desk staff at the branch certified the ID copy for me and I sent the copy through by post again.
Tesco Bank again refused to accept the copy of the ID, stating that the address on the copy of my bank statement was not consistent with the address on my bank statement. I called them and explained to them that my driving licence had my parent's address. I was also a bit puzzled as they said they will need bank statements to verify my address and a copy of my ID to verify my identity (not my address). Also, if they are verifying my address from the copy of my ID, why did they need the bank statements in the first place?! Additionally, if I were to send in a copy of my passport, they would not have been able to see any addresses on that form of ID copy (as passports do not contain people’s addresses)! So whatever address is written on the copy of my driving licence is surely irrelevant. The copy of ID was meant to verify I am who I say I am, not where I am residing anyways. I explained all of this to them over the phone, but alas! They completely turned a deaf ear to all this and kept insisting that I get a new driving licence (just for them) and send them a certified copy of the new driving licence, bearing the cost of £20 for a replacement driving licence.
In the meantime, I requested paper copies of my credit card statement and amazingly, they were issued to my address (even though till this point my identity and address was under dispute)! That is not very secure of Tesco Bank is it?!
Again, extremely unwillingly, I did get a new driving licence with my new address. Then, after I went to my local bank, they refused to certify my ID, saying they will only certify documents for their own internal purposes and nothing else. I explained that I got my ID certified once before but the branch manager said that was a mistake and they will not do certify anything for outside use. I went to Lloyds TSB, Halifax and HSBC and all three banks turned me down for certification. Then I went to Belgravia Police Station in London, Victoria, but they refused to certify my copy of my driving licence as well. Finally, I found out that Post Office would certify the copy of my ID but I will need to pay a fee for it. I did not want to incur any further costs for this nightmare and so, I decided to post THE ORIGINAL plastic DVLA driving licence to Tesco Bank. Before sending this document through, I called Tesco Bank to ensure that they will accept this original document to satisfy them of my identity and that no certification will be required as I was sending in the original document.
After receiving this original document, Tesco Bank AGAIN (!!!!) refused to accept the ID, saying it was not 'certified'. I argued that since this was an original document, it did not need to be certified (as it is not a copy and quite obviously a genuine copy). The customer service representative tasked with handling my account said that- 'anyone could have sent this driving licence in and hence we cannot accept this form of ID'. I failed to understand what that meant or how that was relevant! I was losing my patience at this point. I could hear the extremely unprofessional representative giggling at the other end. I raised my voice to get my point across but the representative kept repeating himself. He then said I needed to see a doctor for my mental issues!! Finally, he threatened to close down the account within two weeks from now and hung up the phone unexpectedly, by banging the receiver down.
I still do not have access to my account. All this time, money and distress has been wasted. I am in the same position as I was in, 4 months ago. I still have not received my original driving licence back from Tesco Bank (sent two weeks ago) and am unable to drive. I will wait another week, but if I do not get it back, I will assume it is lost or stolen due to Tesco Bank's negligence and fork out another £20 to get a new driving licence.
My concerns are the following:
- Tesco Bank recognises my identity when it comes to ownership of debt, but does not recognise my identity to enable me to manage my account online or otherwise. Isn’t it a bit two faced? If I default on my debt, they will quite happily chase me and ruin my credit file, acknowledging my identity but will not acknowledge my identity to allow me access to my account. So which is it? Does Tesco bank acknowledge my identity or do they not? It cannot be both, depending on whatever suits them. Are they making up their own rules?!
- Are they responsible lenders? They gave a credit card with a sizeable balance to someone without verifying their ID! If this was a case of stolen identity, the thief would have been long gone with the money spent on the card and there are no checks in the world that would recover that money.
- Tesco Banks customer service is extremely poor. They continually mis-informed me. They never told about ID certification in the very beginning, they never told me my bank statement and driving licence address needed to be consistent, they gave me incorrect information about where I could get my ID certified, due to their lack of knowledge they failed to appreciate original document did not require certification (confirmed with the Ombudsman) and in general, they were extremely rude and towards the end, abusive.
- Tesco Bank has extremely poor internal security controls. Even though my identity and address was under dispute, credit card statements were still issued to the address on their records.
- Tesco Banks policies around ID verification is not consistent with any other Financial Institutions (and the industry in general) that I have dealt with (and I have dealt with several such organisations). Why were credit, identification and generic checks carried out through Experian by Tesco Bank? Surely to verify my ID and address? They have made it quite impossible for a customer to prove they are who say they are and to maintain their accounts. They do not have any physical bank branches either, where the problem could have been sorted out. I do not see how this whole issue will ever be resolved.
- I have racked up a huge bill to get this issue sorted out- replacing driving licence, obtaining copies of bank statements, transport costs to go to bank branches, calling Tesco bank several times on their premium number only for the auto answering machine to keep me waiting 20 minutes every time before getting passed around from adviser to adviser and of course, the huge amount of time that I have lost. The amount of distress this has caused me is unbelievable and yet, nothing has been resolved, but only made matters worse. Worst of all, Tesco Bank does not even acknowledge that they were in the wrong even once!
I do not know what else to do now. I am tired, fed up of dealing with this company, angry, disappointed and extremely frustrated. I reported this to the Ombudsman after being turned down by Tesco Bank several times to register a complaint over the phone, but I am not sure what bureaucracies are involved and how long this will take to resolve. All I ever wanted was access to MY OWN ACCOUNT and I been harassed mis-treated ever since. I do not appreciate being treated like a criminal and running around in circles, without coming remotely close to a solution.
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Comments
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I'd be very surprised if the terms and conditions you're looking for weren't stuck to the card you got.0
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Can't offer any advice, but this seems like a ridiculously drawn out process and I sympathise with the inconvenience caused.0
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I can see why this has happened, but I agree, it should really have been explained to you.
FYI, it is a criminal offence for your driving licence to NOT reflect your actual residential address. It can incur a £1000 fine if you are caught and invalidate your insurance, so DO NOT delay changing your address on it when you move. In most cases, a replacement is free if the picture is within 10 years.
However, that said, the bank is rather being ridiculously obstructive and you want your licence back, so, use the link to explain what you have here and make an official complaint.
http://www.tescobank.com/personal/finance/help/complaints-process.htmlDebt Free! Long road, but we did it
Meet my best friend : YNAB (you need a budget)
My other best friend is a filofax.
Do or do not, there is no try....Yoda.
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Does anyone know if there is a website running along the lines of "pilloried by public opinion"?
Because this case is typical of the disgraceful behaviour of a) banks and b) the wretched Tesco organisation.
If there isn't such a site I think someone, better than me, ought to create one. I'd happily chuck in a few quid to a charity pot for the privilege of throwing a few 'virtual' rotten tomatoes at images of Tesco, their Chief Exec and of course Shirley Porter
Ho hum!The bankers stole my pension (and everyone else's). It should have earned a lot of money, but they took their bonus pot first.0 -
I don't know what to say but :eek:
i very recently done an application for a Tesco CC. they said i would find out in 5 days weather they would grant me the CC. but initially they said they maybe able to offer me £3500. received the Pin yesterday so fingers are still crossed
touching wood i do not go through the misery, and inconvenience you went through.
Good Luck in getting your complaint upheldTotal Debt in June 2013: Barclaycard 0% until Nov 2014: £1550
Tesco CC: £1200 0% Until March 2014
HSBC CC: £384 25%APR - TARGET to make GREEN ASAP0 -
i have the same card, it's generally not a good idea to spend up to the max for o% cards - obviously they know that youre effectively using it as a 0% loan. They're causing problems for you for whatever reason which I suspect is down to them suspecting you of using it as just an interest free loan.
It's frustrating - they dont do this much due diligence or bother to check peoples income even before taking out the card but they're giving you so much grief now and being extremely anal about it.
I keep all my 0% purchase card around or less than half. It's useful to pay more than the minimum amount and also have other purchases you repay back too.
In the case of the tesco card whenever I do tesco shopping or tesco fuel purchase I take the card out of it's locked box and use it. Then immediately BACS the amount from the current account to the cc account.
I get rewarded with extra clubcard points and tesco bank will think that I'm active and therefore likely at some point miss a payment or carry on using the card past the 16 month and therefore be chargable for interest.
Cards that offer 0% rates that people sign up and then spend right up to the limit and then just make minimum payments are an annoyance to them - they dont like you and will make life difficult for you. I gues the plus side is that they haven't withdrawn credit (just yet)0 -
londonTiger wrote: »i have the same card, it's generally not a good idea to spend up to the max for o% cards - obviously they know that youre effectively using it as a 0% loan. They're causing problems for you for whatever reason which I suspect is down to them suspecting you of using it as just an interest free loan.
It's frustrating - they dont do this much due diligence or bother to check peoples income even before taking out the card but they're giving you so much grief now and being extremely anal about it.
I keep all my 0% purchase card around or less than half. It's useful to pay more than the minimum amount and also have other purchases you repay back too.
In the case of the tesco card whenever I do tesco shopping or tesco fuel purchase I take the card out of it's locked box and use it. Then immediately BACS the amount from the current account to the cc account.
I get rewarded with extra clubcard points and tesco bank will think that I'm active and therefore likely at some point miss a payment or carry on using the card past the 16 month and therefore be chargable for interest.
Cards that offer 0% rates that people sign up and then spend right up to the limit and then just make minimum payments are an annoyance to them - they dont like you and will make life difficult for you. I gues the plus side is that they haven't withdrawn credit (just yet)
Says who? Plenty of people use 0% cards like that without issue (including me).
To me this just looks like a case of the OP refusing a reasonable request, then when finally deciding to comply Tesco Bank handled the whole thing dreadfully causing the problems. I highly doubt they were just angry at them for using it as a "0% loan"!0 -
isn't my parent's address regarded as my address as well? the driving licence was registered to my parent's address since i was a student in university.0
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I can see why this has happened, but I agree, it should really have been explained to you.
FYI, it is a criminal offence for your driving licence to NOT reflect your actual residential address. It can incur a £1000 fine if you are caught and invalidate your insurance, so DO NOT delay changing your address on it when you move. In most cases, a replacement is free if the picture is within 10 years.
However, that said, the bank is rather being ridiculously obstructive and you want your licence back, so, use the link to explain what you have here and make an official complaint.
They are completely refusing to register a complaint over the phone! I am sure if i write to them, it will be completely ignored and i will be told it was "lost" in the post or that they never received it. There is no justice for honest hard working people...0 -
Do you currently live at your parent's address?0
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