Tesco Bank

catwoman73

Woke to find 2 emails and 2 texts arrived at 2.33 am from Tesco Bank so just tried to call them and after waiting on hold for about 10 minutes found this thread so gave up with the phone call for now as not wanting to wait an hour to be told 'we know nothing'.

Logged into my accounts and everything seems OK but I only have about £50 in right now, but annoyingly I have £3k that I want to move accross from Santander and don't want to risk it while we don't know what's going on.

antonette254

Had text & email this morning at 06:39 I'm currently holding & have been for 46 minutes. Checked my accounts but nothing untoward. Will keep on & see if I get any joy. Glad I'm not the only person that got this.

john1002

Looks like AndyG from tesco community has let the BBC know;

andyg andyg
Occasional Poster
9:43 AM
Hi Tesco

I am posting this hear as you seem to be blatently ignoring all contact via Social Media. I note your Twitter team are active but only responding to tweets about opening new accounts and car insurance renewals - the huge volume of tweets about the fraud are being ignored.

I do not think this is satisfactory and I believe your behaviour is inconsistant with that which the Financial Conduct Authority expect of a regulated firm.

Having spent most of this morning on hold, the advisor could do nothing other than take my phone number and say someone will call back, but she does not know when. I suggested Tesco should be communicating with customers via:
1) an IVR message on the incoming phone line explaining the situation
2) the social media channels which are currently ignoring the problem
3) the tesco bank website its self
4) a follow up text/email saying not to bother calling

While I was on hold, I was contacted by a BBC journalist who had seen my posts on social media. I have passed on my thoughts about Tesco and I hope the BBC will publish these.

I look forward yo your response.

Posted from community site

John

Darcy_macaw

We also had text and email to call Tesco bank fraud, checked our accounts and available amount is less than it should be. Unable to get through to Tesco despite calling twice and queuing for an hour each time. I note others are saying this is to do with debit/credit cards but we keep our cards in the safe and have never used them as this account is for savings only and the little bit of interest it makes.
Wish Tesco would put out some kind of public statement, looks like they've been hacked.

sparkyspark

Reply on Tesco Community forum regarding "Suspicious Activity Texts"

"Yesterday our fraud prevention systems identified suspicious activity on a number of accounts.
As a precautionary measure we have blocked some customer cards and have contacted affected customers via text message to notify them.
We are sorry for the inconvenience we know this causes, however we want to do everything we can to protect our customers from fraud. If you think you have been the victim of fraud, please contact us immediately."
https://yourcommunity.tescobank.com/t5/News/Suspicious-Activity-Texts/m-p/6538

Also another thread on Tesco community forum here https://yourcommunity.tescobank.com/t5/Day-to-Day-Banking/Been-waiting-for-1-5-hours-for-an-answer/td-p/6516

Tesco Bank Twitter feed https://twitter.com/tescobankhelp

BEKO86

Same here, received the text & email last night. Spent over an hour and a half on hold over a few attempts.

It appears we can't account for approx £40, I've since moved everything else out.

Luckily I only top the account up on a weekly basis by standing order.

jem16

Twitter at least now replying.

https://twitter.com/tescobankhelp/status/795208676424425472

XR221

I too received a text and email from TB regarding one of our 4 accounts. After confirming that both were genuine I attempted to contact their fraud dept as requested after having noted that the account mentioned had 2 pence reserved as a 'pending transaction' that I had no knowledge of. None of my accounts have standing orders, direct debits, cheque books or debit cards that have ever been used. Nearly 2 hours on the phone via 3 calls and no answer from TB.
As a precaution I have transferred all of our money across all accounts into another bank account, so any prospective fraudster/hacker now has access to only the 2p that I cannot move!

SevenOfNine

13 mins on customer service number in order to check the telephone number in my email was legitimate.......gave up!

30 mins on the email number intending to make THEM answer a few security questions before discussing what is wrong.

Boredom listening to the tinny music & message so logged on here to have a whinge - lo & behold I find this thread! So I've hung up. Can't see anything untoward on my a/c (or any of them) so I'll read these threads, keep an eye on the my accounts every day while I watch to see what's going on here - but I'm not wasting any of my time trying to contact them.

Did I mis-hear or did the initial press this/that actually say they "take fraud very SERIOUS", not "seriously"?

Darcy_macaw

Hi an update to my post, I have just got through using an alternative route - select Option 2 (new customer) then option 2 from the next menu (update on application).

The call was answered in about 30 seconds by a lovely guy by the name of Scott.

He took my details to forward to fraud department and said they will call me back within 48 hours, so at least it is now logged with Tesco.