Tesco can't contact me except they can- mobile phone number confirmation

vikkiew

I received an online message and letter from Tesco asking to confirm my phone number. The message says "We recently tried to contact you about your account. However, the message couldn't be delivered because it appears we don't have a correct mobile phone number on file for you." My phone number in my profile is correct and has not changed since opening my account almost 5 years ago and I have received SMS text messages since the date of the letter. Has anyone also received similar recently, no guesses or irrelevant questions please colsten.

Shakin_Steve

It's just their ham fisted way of getting you to confirm your contact information. I regularly get requests to do the same when I log in to the app. I, too, have had the same number since opening the account. Know your customer is the mantra.

Gers

I got a text about a new debit card.  A week later I received a CD in the post from Tesco.  When I phoned Tesco i took the agent ages to find out what the CD was about - turns out that (as above) a text message wasn't delivered and the letter about it had been sent in audio form on a CD.  As I haven't requested any special requirements and nothing is logged on the account both the agent and I are baffled about the audio CD and I am baffled about non-receipt of a text message I received.

binaryuniverse

Similar has happened with me. Got a letter, a couple of months ago, saying they tried to call, but don't have my correct details. They do, as they happily send me a text, when I set up a new standing order. I checked online anyway... and yep... they have my number.

Got a letter, last week, stating they have 2 different addresses for me. Had a look online and, sure enough, they do indeed have 2 addresses; both for the same place. Just one didn't have the county in it.

MarkFromCornwall

vikkiew said:

 Has anyone also received similar recently.

Yes, I've had similar from Tesco more than once.  I haven't changed my address, phone number or email in many, many years and the first time it happened I checked online that they have the correct details.  I just ignored the last such letter.  Surely they must know that they have my correct mobile phone number because they use it to send me one-time passcodes for online debit card transactions.

newlease

Tesco use this to scare you into confirming your number. In my case a change of address all of a sudden caused it. I saw the e-document on the day and sure enough creating and changing a standing order and the texts were received as normal.

jimjames

I've had this too but it now seems to have caused additional problems with my Tesco account. I had the letter saying they'd tried to call me and my number wasn't valid which was odd because I receive daily SMS updates on my balance. However since updating my details and despite only having SMS set as the alert mechanism I'm only getting balance alerts as emails not SMS. I've deleted and recreated the alerts, still no difference. Called and spoke to their tech support and they'd not heard of it before but it definitely seems to be linked to the generation of the letter to update details. Phone number is definitely correct as I'm still getting SMS passcode messages as well as ones confirming when I updated my details.
Anyone else had this happen?

hoc

I received this letter in the post today and my phone number is correct. I also received an email today from Clubcard asking me to verify my phone number as they are apparently adding OTP feature. I couldn't find any news on this topic so I presume it is not a new feature and somehow related. For whatever reason Tesco seems to be requesting phone number confirmations from people, maybe just some routine checks or maybe they had some data loss or breach.

bellabooski

Hi Hoc, I had the same problem with the phone number confirmation. Online all contact details were correct. Yesterday I also got a letter saying they were unable to contact me so I phoned CS and explained that my details were indeed correct. The guy I spoke to was very helpful and put a note on my account to say my details were unchanged and that I'd called in to confirm. He told me to ignore the letter as it may well have been sent in error.
Hope this helps as I think there may well be others having the same problem.