Tesco Bank

scoot65

Well, I'm in the same boat!!
Available balance is £763 less than it should be.
The card has never been used...

Got a text message last night, tried to get through to Tesco, but gave up after 30mins. On the 'phone this morning no, but still have been on hold for over 30 mins now.......

antonette254

ffacoffipawb wrote: »

Could be your available overdraft facility?

No, I don't have an OD on this account?

catwoman73

In my text, the number given was actually the credit cards number. I only realised this when I noticed that it didn't match the number on my debit card. Seems a bit shoddy not to send out the right number, but I expect that there will be a lot of people at Tesco Bank running round like headless chickens right now.

I'm just going to leave it and see what happens in the next day or two. I've only got about £50 in there right now anyway.

Hopefully they will work out what's going on and issue a statement, although it seems like a huge mistake not to put out a general 'we are aware that we have an issue and have emailed customers' post on social media and to not respond to tweets etc sooner than they have.

TheBanker

All they need to do is send another email and text telling people not to call, then set the army of staff they have drafted in making outbound calls as necessary.

I'm not sure they really need to speak to everyone - if they've identified the transactions then a general statement that they are refunding and will issue new cards over the next week or so should suffice for 90% of customers.

Sea_Shell

No text, but checked accounts and all seems well at the moment. Will keep eyes peeled for any discrepancies. Only ever used for savings, cards never used either. Hope everyone effected gets a speedy resolution.

Simon7685

Again guys

I would advise anyone affected to stay on the line until you get through. Your balance and available balance may well look fine but that doesn't mean you have not been affected. At least if you wait to get through, they can verify that it is a dodgy transaction and take the necessary steps to safeguard YOUR money. You will also know then that at least your account and card have been blocked. They will also check your other current accounts if you have them.

sacherlover

I received a text yesterday (5 November) at 14:59 with the same sort of message, quoting the last three digits of my account.

When I logged on to my PC to check if the number was legitimate, I saw I also had an email at 15:00 addressed to me by name and again quoting the last three digits of my account.

I called immediately and got through to a woman who said she was credit cards. She offered to get the relevant team to call me back within 5 HOURS - I thought that was pretty poor and they didn't even manage to do that.

I have tried twice since and been on hold for nearly an hour both times before giving up.

I also found this interesting comment back in 2011 from one the the team at Which Consumer Association:

I also spoke to our in-house lawyer, Chris Warner, and here’s what he had to say:

‘If a website provides or enables you to purchase a service, the e-commerce regulations mean an email address must be provided. As you can apply for a Tesco Credit Card online, and you’ll be told straight away if your application has been successful, I think Tesco needs to include a contact email on its site.’

We’ve been in touch with Tesco on this matter, and I’m hoping that very soon we’ll see a handy email address displayed prominently on their contact page. Customers should be able to get in touch with them quickly and efficiently – without having to rack up a phone bill or faff around at the post office.

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It would be really helpful to have an email address or better still, Live Chat, to contact Tesco Bank on.

So far, I have used up nearly half of my inclusive minutes just trying to get through to Tesco.

Very unimpressed with how this is being handled.

TheBanker

Simon7685 wrote: »

Again guys

I would advise anyone affected to stay on the line until you get through. Your balance and available balance may well look fine but that doesn't mean you have not been affected. At least if you wait to get through, they can verify that it is a dodgy transaction and take the necessary steps to safeguard YOUR money. You will also know then that at least your account and card have been blocked. They will also check your other current accounts if you have them.

She didn't do any of that for me. She told me there was nobody who could help and took a note of my name and phone number. She also said she didn't normally work on bank accounts but had been drafted in due to the emergency.

So yes I agree people should ring but to be honest you may as well leave it until tomorrow rather than wait in 1hr+ queues. If you've had the email they know there's a problem. And if it comes to it, I think the Financial Ombudsman Service would agree that it is reasonable to wait if you can't get through in over an hour.

Nationwide8

Point is though Tesco don't seem to know exactly what's gone on but there obviously has been a breach of some sort.So blocking accounts fine but if they send out new cards who is to say those details won't be hacked as well ?
If you can it seems sensible to me to move money out while they figure out what's gone on and give an explanation/assurances...you can always move money back at a later date if feel confident to do so.

jem16

TheBanker wrote: »

So yes I agree people should ring but to be honest you may as well leave it until tomorrow rather than wait in 1hr+ queues. If you've had the email they know there's a problem. And if it comes to it, I think the Financial Ombudsman Service would agree that it is reasonable to wait if you can't get through in over an hour.

This is the main issue - can't hold on forever.

I've moved money over to savings account meanwhile and left just £1 in each current account. What happens if someone tries to take money out and it's greater than £1? Will they allow it to go through and put you overdrawn and thus incur overdraft charges? More concerned about it affecting credit rating.

Of course the biggest issue is what other data has been got since many on here are saying they've never used their cards.