Phone records to help deal with Tesco Bank screwing me over

shicky

Hi all,

to cut a long story short I set up some direct debits from Tesco savings accounts to Bank of Scotland accounts. These are basically to satisfy interest conditions to get 3% on the amount in them.

Unfortunately for me 2 of 4 worked, with no reason for the other 2 not working. Recently, they've begun working after a complaint to Tesco Bank. They're basically claiming it might not have been them that resolved it, despite this going on for months before they finally bothered to do something about it.

I've had a frustrating time dealing with them, they're refusing to compensate me on the basis that they only learned of this issue in May? This is incorrect, I'd called as early as Oct/Nov 2016. They're saying as they don't have these calls logged, I will not be compensated. I'm pretty angry about this as they're basically saying I'm a liar and asking me to get call logs to prove I rang.

Even forgetting that part, their bank not being able to do DDs is what has caused the issue!

So I was going to try and get call logs from my landline supplier and mobile network? I'm worried this will be arduous and expensive. Is it possible to get these logs? Does it cost much? Worst for me is that I switched mobile network last month, so I'm pretty screwed in terms of getting this information I assume?

Thanks,

Nick

YorkshireBoy

So this has been ongoing for at least 8 months now? Presumably they acknowledge 6 or 7 of the monthly calls you've made to get the issue rectified? How many of your monthly calls do they acknowledge? Have the DDs ever paid out?

During the period this was ongoing, were both DDs showing in your BoS online area DD list?

If these accounts take a token amount each month, which is swiftly withdrawn (ie the balance is a more-or-less constant £1), then I'd be wary about creating too much of a scene about it!

shicky

It has been ongoing a good while yes, I think my first call was around october/november. To be fair I don't think I called again until april as I'd started a new job so was a touch distracted.

They say they've logs for May but nothing before then until Jan 2016, I know I've called more than that as they sent me off to blame Bank of Scotland and luckily I got someone good there that made things very clear to me.

2 of the 4 were working fine, the other 2 now work fine after Tesco Bank investigated and yet still they're claiming they didn't do anything.

The period this was ongoing, they reflect correctly on BOS systems, they just weren't having the money taken, BOS were confident everything was fine on their end.

They are a token amount, why should I be wary of creating a scene? Their service doesn't work, they tried to blame me, then Bank of Scotland, whereas clearly, it was all their fault. The amount of misinformation I was given on the phone was ridiculous i.e. trying to tell me they were standing orders.

I'm mostly concerned with getting the call logs anyway and if anyone has done this? I'm worried it'll be a time sink and I won't get anything out of it except maybe a bunch of paper I've paid for from Orange and Virgin Media

Thanks,

Nick

EachPenny

shicky wrote: »

They are a token amount, why should I be wary of creating a scene?

There is no obligation on a bank to provide you with a banking service, if you check the terms and conditions of most accounts you'll see that the bank can close your account with a reasonable period of notice without giving you any reason why. Operating the account in the way you are would be a good reason for them to simply close the account. You need to weigh up the ongoing value of your account(s) vs the 'loss' you have suffered as a result of whatever the issue is.

If your neighbour says you can park your car on their drive it generally isn't a good idea to start the engine at 3am and then start revving it loudly. If you see what I mean.

In any event, all the call logs would show is you dialed a number at a certain time and how long the call lasted. Most banks have automated switchboards, so you could just have spent 'x' minutes navigating through the system, or talking to someone about something entirely different. It is unlikely to provide evidence of a particular conversation if they are saying they have no record of the call.

TheShape

Tbh if you called in Oct/Nov but not again until April then I'm not sure that you've done enough to be 'deserving' of compensation for the time since Oct/Nov.

When the DDs failed for the first time it would have been a good idea to just set up an extra couple of DDs (they don't cost you anything) and limit your loses to one month worth of interest.

If you explain to Tesco that you're using their savings accounts to contrive a situation that generates interest payments from BOS, possibly at a cost to Tesco and also admit to the same contrivance to BOS at clear cost to them, I wouldn't be entirely surprised if they closed your accounts.

JohnM5206

"direct debits from Tesco savings accounts to Bank of Scotland accounts"
If these Direct Debits were not being fulfilled why was the originator not raising queries and charges?

EachPenny

JohnM5206 wrote: »

"direct debits from Tesco savings accounts to Bank of Scotland accounts"
If these Direct Debits were not being fulfilled why was the originator not raising queries and charges?

For the reasons given above this is not really a question the OP should pursue.

If everything is functioning correctly now then it is likely to be better to quietly move on.

colsten

Can you give details of the problems you encountered? I have well over a dozen DDs on several Tesco accounts, all for the purpose of pulling money from my accounts with the likes of BOS. None of them ever went wrong so it doesn't sound to me like a general problem with Tesco.

EDIT: On second thoughts, I agree with EachPenny - let it lie.

HHarry

I've had the same problem with Tesco pulling DD's from BOS. It works from one Tesco account but not the other (I can't remember which way round).

I made a complaint, and they set up the DD manually over the phone, which has worked. So it appears to be an issue with setting up DD's online under some very specific circumstances.

In the end for my other 2 BOS accounts I set up Paypay DD's and pull in £1 manually each month.

badger09

I've had a few issues with Tesco DDs from various current accounts, BoS being one of the banks affected.

However, I would not consider complaining to Tesco. I've simply deleted the problematic ones, set up fresh DDs and moved on;).