Tesco ATMs - Tesco say they're not responsible for them!

Joviso

This post has been deleted.

Wywth

Joviso wrote: »

Last week my dad withdrew some cash from his Barclays account via a Tesco ATM. He guessed something was up when it took ages to do anything, but eventually he got back his card and a receipt showing he'd taken £200, but not the £200!

He went into Tesco and advised the 'help' desk what had happened and they said it was nothing to do with them and he should contact his bank, and showed as little interest in the situation as possible - don't think they'd ever heard of the term 'customer service'!

Surely, as it's a Tesco ATM it belongs to them, or are they saying it is jointly owned by all other banks, i.e. Barclays, Natwest, HSBC, etc???

To make matters worse, Barclays have told him it will take 12 days to be put back into his account! Just what he needs when he's at my mum's hospital bedside everyday following her bone marrow transplant!

Do you think that Tesco ATMs are Tesco's responsibility? How long have you had to wait for money to be put back into your account following a broken ATM? Has anyone else had to deal with hostility and really poor customer service when your money hasn't appeared from an ATM, but your receipt shows you had it?

Would love to hear your stories so I can relay them to my dad so he won't feel so alone in the situation. Thanks

I don't know if all ATMS at Tesco branches are owned & operated by Tesco are they? I know in the past (before Tesco bank) they were operated by RBS, but I don't know if all were.

My local Asda sssems to have a Nationwide, a Barcalys and an Asda own ATM (which I think said was operated by Barclays)
The ATM will say who the operator is.

Tesco were quite correct, You should raise any issue with using your card with your card provider. They will resolve any issues with the ATM provider on your behalf.

What did you think would happen? That Tesco would simply open their till and handover £200 on the say so? If that were to be the case, then you would have bad customer service as I'm sure you'd be queueing down the street and round the block what with all the claims for undispensed £200 Tesco would be paying out. :cool:

Kayalana99

Barclays pay Tesco to have them their, Barclays fill them (in most cases), mantaince them and everything else.

Its nothing to do with Tesco.

(Ex supermarket cash office worker.)

fozmcfc

Normally you find that the machine has a sensor in it, which tells it, it hasn't dispenses the correct or any money.

I doubt the machine even if run by Tesco bank, is in anyway connected with their stores. I know the machines at Asda, have a message, saying that staff cannot help and customers are to contact, blar, blar, blar for assistance.

I've had this twice, within a couple of years, once with an Abbey machine and once with a machine in a wetherspoons pub.

The Abbey machine gave me my card back and no cash, the machine in the pub, gave me a receipt saying requested £200, dispensed £60.

I didn't even inform Natwest, after Abbey told me, that the money wouldn't be deducted and sure enough, no money came out of my account. In the case of the machine in weatherspoons, I didn't contact Natwest again and only £60 was taken out.

One of the slight annoyances though, is that it still reduces the daily card limit. So for instance my limit was £250, so when I tried another machine, after the Abbey machine didn't give me any cash, it only allowed me to withdraw £50.

antrobus

For one thing, Tesco Stores Limited and Tesco Personal Finance plc (aka Tesco Bank) are two different companies. The ATMs might well be operated by Tesco Personal Finance plc, but that doesn't mean to say that employees of Tesco Stores Limited will know anything about it.

After all, if you had a complaint to make about your recent purchase of a Tesco Finest ready meal, you wouldn't contact Tesco Bank and expect a sensible response, now would you?:)

Cycrow

I used to work in the cash office of a Tescos, and we had no access to the Cash Machine, it was owned and run by RBS, even thou it was a Tesco Finance ATM.

agrinnall

Luckily Wywth quoted your OP so we can still offer help. I think Barclays are giving the worst case when they say 12 days, in fact I would expect the money to be returned more quickly than that, probably less than a week. There may be a need to have the ATM balanced, but at a supermarket location I would think that will happen more often that at a quiet location, so should really be every few days.

And reporting the problem to your own bank is exactly what the process is in every case of an ATM issue; if the same thing had happened at a Lloyds ATM outside a Lloyds branch it would still have to be dealt with via Barclays.

thorninthereside

Just had a run in with Tesco Customer Services having been debited money after using their cash machines but no money was dispensed.
Tesco's informed me that the machines are nothing to do with them, i took them outside and showed them the unit in which the machines are housed which are adorned with the wording TESCO BANK.
They said they own the ATMs but RBS are responsible and I need to contact them.
Anyway after I did all the running and chasing with my own bank the money was refunded.
It seems that TESCO are happy to advertise all of their ATMs under the banner of TESCO BANK and are happy for you to withdraw money from their ATMs to spend in-store but are not prepared to offer any customer service when things go wrong.
If I go into their store and by a box of cereal and find a problem with it do I contact Kellogs to complain or do I return the box to Tesco.
Well we all know the answer to this - Tesco as the provider has to make good the complaint so it is returned to them.
Tesco need to realise that when they take 'Ownership' of something it comes with responsibility. Passing the buck is not acceptable.
If they wish to continue to advertise these ATMs as part of TESCO BANK they need to take on board the baggage that comes with it, i.e. customer service, if not then let RBS take full control so customers know who to go to when things go wrong.
In a recent survey it showed that 83% of people using the ATMs at Tesco stores go on to spend in-store, yet Tesco refuse to offer any of these customers any kind of customer service when things go wrong.
"Every Little Helps" - "I don't think so"

agrinnall

Who owns/runs the ATM is utterly irrelevant to you getting your money back, you always have to go to your own bank for this. Nobody at Tesco would have been able to help you in any way.

In fact Tesco now run their own ATM network but there are some Tesco stores that still have RBS ATMs in place.

SuperAllyB

"Tesco Stores Ltd" and "Tesco Bank" are two separate companies.

jonesMUFCforever

thorninthereside wrote: »

Just had a run in with Tesco Customer Services having been debited money after using their cash machines but no money was dispensed.
Tesco's informed me that the machines are nothing to do with them, i took them outside and showed them the unit in which the machines are housed which are adorned with the wording TESCO BANK.
They said they own the ATMs but RBS are responsible and I need to contact them.
Anyway after I did all the running and chasing with my own bank the money was refunded.
It seems that TESCO are happy to advertise all of their ATMs under the banner of TESCO BANK and are happy for you to withdraw money from their ATMs to spend in-store but are not prepared to offer any customer service when things go wrong.
If I go into their store and by a box of cereal and find a problem with it do I contact Kellogs to complain or do I return the box to Tesco.
Well we all know the answer to this - Tesco as the provider has to make good the complaint so it is returned to them.
Tesco need to realise that when they take 'Ownership' of something it comes with responsibility. Passing the buck is not acceptable.
If they wish to continue to advertise these ATMs as part of TESCO BANK they need to take on board the baggage that comes with it, i.e. customer service, if not then let RBS take full control so customers know who to go to when things go wrong.
In a recent survey it showed that 83% of people using the ATMs at Tesco stores go on to spend in-store, yet Tesco refuse to offer any of these customers any kind of customer service when things go wrong.
"Every Little Helps" - "I don't think so"

If you withdrew cash from your own bank's ATM and had a problem you would get in touch with your bank to get it sorted.
If you use Tesco (or anyother ATM not belonging to your bank) 's ATM you still need to contact YOUR bank to resolve any problem.
It seems your bank has refunded you - so next time it happens you will know the procedure.
The Tesco staff were telling you the truth.