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

Hazzanet

When you purchase something from Tesco, a contract is formed with Tesco and you would return your cereal to Tesco.

Your contract regarding your card is with your bank, and your bank has a contract (or agreement) with the cash machine operator to allow you to use it. If the machine had failed in some way, you would need to contact your bank (with whom your contract is) and they would resolve it with the cash machine operator (with whom the bank has a contract/agreement).

pinkdalek

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"

Tesco are not passing the buck at all, if you use your card in another ATM that does not belong to that bank and there is a fault you raise the issue with your bank not the ATM owner.
Tesco Bank allows other banks to use it machines under an agreement. In the same way all high street banks allow you to use each others machines.
If Tesco wanted to they could only permit Tesco Bank customers to use their machines, everyone else would have to go to another ATM or their own bank, however this would be crazy and bad business for Tesco.
The ATM is there for convenience, Tesco don't even have to provide one. Witht the ATM it is YOUR bank providing you with the money not the ATM owner.

If you bought something from Tesco on your debit card and it was faulty you would not go to your own bank for a refund would you because you used "their" debit card?

DCFC79

There's a number on the ATM for you to call if there's a problem, why didn't you call the number ?

Or call your own bank and state the problem.

Thrugelmir

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"

Did you bother to read the thread before posting? As would answered your points.

agrinnall

Thrugelmir wrote: »

Did you bother to read the thread before posting? As would answered your points.

What? You're expecting somebody to take the trouble to scroll up rather than simply posting their own rant? It'll never happen :rotfl:.

DCFC79

Lol thorn in there side has now posted in the campaigns corner, wonder if they are going to start a campaign.

https://forums.moneysavingexpert.com/discussion/comment/68061640#Comment_68061640

thorninthereside

If Tesco want to advertise all of the RBS cash points with the wording TESCO BANK they need to take on board the responsibilities that come with it.
If not they should avoid customer confusion and remove the wording as these cash points have nothing whatsoever to do with TESCO BANK. As I said they have just 'Hijacked them'
RBS themselves have stated to me that "there is concern here" and are looking into it - enough said!!

I didn't realise so many Tesco employees were on this site LOL

jonesMUFCforever

thorninthereside wrote: »

If Tesco want to advertise all of the RBS cash points with the wording TESCO BANK they need to take on board the responsibilities that come with it.
If not they should avoid customer confusion and remove the wording as these cash points have nothing whatsoever to do with TESCO BANK. As I said they have just 'Hijacked them'
RBS themselves have stated to me that "there is concern here" and are looking into it - enough said!!

I didn't realise so many Tesco employees were on this site LOL

Rubbish - give it a rest will you.:eek:
Does not matter if it says Bank of Timbaktu on them - if they don't pay out - you go to your own bank to sort it out.

pmduk

thorninthereside wrote: »

I didn't realise so many Tesco employees were on this site LOL

And here it is! the usual last resort of someone defeated by logic and fact!

pinkdalek

thorninthereside wrote: »

I didn't realise so many Tesco employees were on this site LOL

Would not work for them if they paid me double!

You'll probably find that those on here who are replying to your one man crusade and giving you the information on how you deal with an ATM dispute actually probably either work in the bank industry, have worked in it, or have relations/friends who do.

You would have the same issues with ASDA and Sainsburys. They too post their logos on their machines, but the staff in the supermarket are not able to access them or your bank account.