Tesco Hijackacking RBS ATMs

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 still denied that the ATMs were anything to do with them!!
They said they own the ATMs but RBS are responsible for their operation and I need to contact them.
Anyway after I did all the running and chasing with my own bank the money was eventually 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.
QUESTION: 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 have 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.
Having 2 banks in charge of ATMs is unheard of and a complete joke. Tesco have simply 'Hijacked' these cash points as their own but refuse to offer customers any kind of customer service when things go wrong.
If they wish to continue to advertise these ATMs as part of TESCO BANK they need to take on board the responsibilities that come with it, 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" - "Well yes as far as Tesco is concerned - but if your a customer - well tough!! "

marleyboy

I thought it was common knowledge that the ATM control was STRICTLY the bank's. They do offer cashback at the tills, unless your card fails to work, but that too is out of their control.

custardy

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 still denied that the ATMs were anything to do with them!!
They said they own the ATMs but RBS are responsible for their operation and I need to contact them.
Anyway after I did all the running and chasing with my own bank the money was eventually 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.
QUESTION: 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 have 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.
Having 2 banks in charge of ATMs is unheard of and a complete joke. Tesco have simply 'Hijacked' these cash points as their own but refuse to offer customers any kind of customer service when things go wrong.
If they wish to continue to advertise these ATMs as part of TESCO BANK they need to take on board the responsibilities that come with it, 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" - "Well yes as far as Tesco is concerned - but if your a customer - well tough!! "

So in short,you had an issue with an RBS ATM.

hairy_g

So, you didn't like the replies you got yesterday to the same post?

pogofish

Tesco bank has been a 50/50 joint venture between Tesco and RBS since its launch in the late 1990s. With Tesco providing the branding and customer-facing space and RBS providing most if not all of the actual banking functions.

SnowTiger

pogofish wrote: »

Tesco bank has been a 50/50 joint venture between Tesco and RBS since its launch in the late 1990s. With Tesco providing the branding and customer-facing space and RBS providing most if not all of the actual banking functions.

It's been a proper bank for a while.

http://en.wikipedia.org/wiki/Tesco_Bank:

Tesco Bank is a retail bank in the United Kingdom which was formed in 1997, and which has been wholly owned by Tesco PLC since 2008. The Bank was originally formed as part of a 50:50 joint venture between The Royal Bank of Scotland and Tesco, the UK's largest supermarket. Tesco later acquired the RBS shareholding, which resulted in the bank becoming a wholly owned subsidiary, and now operates under its own banking license under the Financial Services Compensation Scheme.

meer53

OP. If you don't get cash from an ATM, and it debits your account, how on earth do you expect Tesco to look into this ? The money debits your bank account, Tesco do not have access to your bank account, your bank will not discuss this with Tesco, it's nothing to do with Tesco.

Pipe down. It's common sense really.

jonesMUFCforever

Time wasting rant - already had the correct answer in budgeting and bank account forum - obviously not what he wanted to hear.

DCFC79

Are the ATM's being hijacked a new tactic of Tesco's ?

pogofish

SnowTiger wrote: »

It's been a proper bank for a while.

http://en.wikipedia.org/wiki/Tesco_Bank:

Thanks - In that case theOP might be better explaining more about the campaign they have started promoting against them?

Not in too much detail though, bearing in mind Tesco's highly letigious nature against campaigners.

the-mrs

At the end of the day, no one who works at tesco works for RBS. I think on this occasion, OP just needs to accept that this happens from time to time and someone who sells groceries for a living will not be able to resolve a banking issue.