Tesco Bank

SplanK

Probably a generic message.... I would fully expect a card I was told was blocked to still be blocked and replaced. If not, then I would be really kicking off

TheBanker

SplanK wrote: »

Probably a generic message.... I would fully expect a card I was told was blocked to still be blocked and replaced. If not, then I would be really kicking off

It's not generic. I was actually on the phone to Tesco when it came through. The lady thought I had already received it and was phoning in response.

My account was affected any my balance was wrong until yesterday evening. My card was blocked yesterday as I tried several ATM transactions. She told me:
1) The card won't be replaced and the text saying it was, was incorrect
2) ATM/Chip & PIN wasn't available until just now so the messages yesterday including their CEO on the news were incorrect.

Third time lucky? I'm going to the shop in a minute so will try the ATM again!

PeterinScotland

Received text at 20:23 saying "the issue has now been fully resolved"... "all services are available again" ... "any fraudulent payments have been fully refunded" (in my case my "available balance" is now back to the same as my "current balance" having been previously about £20 short) ... "your personal data was never compromised" ... "your existing card will continue to work as normal".

PeterinScotland

TheBanker wrote: »

It's not generic.

Well it obviously *is* generic because I got the same message and I have never bothered attempting to contact Tesco since trying for 20 minutes or so on Saturday evening. I only had about £80 in there in recent time, £20 or so of which appeared to have been compromised.

TrustyOven

TheBanker wrote: »

2) ATM/Chip & PIN wasn't available until just now so the messages yesterday including their CEO on the news were incorrect.

Dunno what you are doing wrong, but my Tesco debit card worked as usual. Though I only tried it with Chip & Pin.

TheBanker

PeterinScotland wrote: »

Well it obviously *is* generic because I got the same message

Yes of course. Not sure why I wrote that :embarasse

ASavvyBuyer

sparkyspark wrote: »

Yes, got a call this lunchtime to tell me the affected account balance has been restored and offered me compensation payment for the inconvenience caused.

Did you have to call them again to get them to call you back and offer compensation? We are still waiting for a call back. Do you actually need to make a formal complaint to get the offer of compensation. Our text messages were at 1 o'clock on Sunday morning, but I could not get through until after multiple tries, eventually getting through just before lunchtime Sunday.

TheBanker

TrustyOven wrote: »

Dunno what you are doing wrong, but my Tesco debit card worked as usual. Though I only tried it with Chip & Pin.

I wasn't doing anything wrong. I tried two ATMs, and at the second ATM after Tesco was declined I used my Natwest card to withdraw cash. I can see all the attempted withdrawals on my Tesco account, as debits followed by credits. The lady I spoke to told me the card had been blocked, but the block had now been lifted (which was apparently what the text message was confirming).

It all seems very random - on Sunday I made some Faster Payments out which went through as normal, but other people were reporting issues making Faster Payments.

Like I said in another post, it feels like they don't really know what they are doing.

BobQ

It is difficult to judge what happened. I got through to the fraud line (having first checked the number on their website) and it did take 45minutes. They told me of a small transaction from Furniture firm I had never heard of for £15 and said they would refund the transaction after a call from their fraud line. I imagine they had so many calls that they switched incoming calls from the fraud line to the standard helpline. They may have also decided that if the transaction was small it was not worth calling and just reversed it.

I logged on to day could not see the transaction so may be they reversed it without calling.

To be fair while you can criticise their security, it must be quite difficult deal with a major event like this.

All this haggling about compensation may be justified in some cases but if they spotted a small transaction and reversed it I am content not to lose any money. Obviously if they offer....

TheBanker

I am surprised - it sounds like some of the people above were offered compensation without asking or making a complaint. I mentioned the fact I'd used 170 minutes of my mobile call allowance and they didn't react.

To be fair it's not a big issue as I won't go over my minutes anyway. IF they do offer me compensation I will give it to the Salvation Army.