Tesco Credit Card won't provide me with copy of Ts and Cs

Roger-D

I have been charged by Tesco CC for purchasing a product and paying for a service online. Paid for over the phone.

Has anyone had any joy in getting any come back with this? Any help from the Financial Ombudsman?

I have raised a complain to Tesco which is currently being looked at but anticipate the worst.

Even more annoying is that they won't provide me with a copy of the complaint details, compiled over the phone nor, provide me with a copy of my current Ts and Cs. I asked them to send me a copy but it was of my original, signed agreement back in 2005. They won't send me any of the updates to the agreement, namely the apparent updates in 2017 and 2018 saying that I would be charged a fee for these transactions. I simply have their word for it.

How do I go about getting a copy of my full agreement? Surely this is my right? Do I need to invoke Freedom of Information or is it GDPR?

HampshireH

I've closed my Tesco accouts now so cannot check the app to see. But aren't your terms and conditions in your documents section on the app?

Also have your checked your emails. I've just searched mine and have the email from july 2021 to tell me my CC terms and conditions were changing and the link to the PDF still works. My search has then up stuff back to 2011

MorningcoffeeIV

Roger-D said:

How do I go about getting a copy of my full agreement? Surely this is my right? Do I need to invoke Freedom of Information or is it GDPR?

Neither.

It's a Subject Access Request.

born_again

Roger-D said:

I have been charged by Tesco CC for purchasing a product and paying for a service online. Paid for over the phone.

Has anyone had any joy in getting any come back with this? Any help from the Financial Ombudsman?

I have raised a complain to Tesco which is currently being looked at but anticipate the worst.

Even more annoying is that they won't provide me with a copy of the complaint details, compiled over the phone nor, provide me with a copy of my current Ts and Cs. I asked them to send me a copy but it was of my original, signed agreement back in 2005. They won't send me any of the updates to the agreement, namely the apparent updates in 2017 and 2018 saying that I would be charged a fee for these transactions. I simply have their word for it.

How do I go about getting a copy of my full agreement? Surely this is my right? Do I need to invoke Freedom of Information or is it GDPR?

There is no difference between paying online & over the phone. They are processed as Customer Not Present.

Which is actually in the hands of the retailer how it is processed. But either way exactly the same.

So not sure what the issue is on that. As you have exactly the same. Card & consumer rights. So FOS will not be able to help or do anything.

I have seen online transactions processed as swiped, which clearly they can not be, as it requires customer to be present. Retailer did not have system set up correctly & cost them a lot of money in a fine to Visa for breach of T/C as it was avoiding chargebacks.

Also what complaint details?
They respond to your complaint with the reason why it is upheld or rejected. That is all the details you need. As you know what the complaint was about. They will not provide anything till they have looked at it. So you have to sit & wait till they answer.

T/C.

https://www.tescobank.com/media/de21a4b0-569b-4764-8f0b-517b76ed4d8a/terms-and-conditions-0619.pdf

eskbanker

Roger-D said:

I have been charged by Tesco CC for purchasing a product and paying for a service online. Paid for over the phone.

What were the product and the service, and what was the charge, and why do you believe it's erroneous?  They increased the range of purchases classified as cash transactions (which incur a fee), which caught some out....

tizerbelle

One google search found this - Terms & Conditions - Credit Cards - Tesco Bank which details changes to credit card agreements since 2016.  

Andyjflet

On your original email agreement when you took the card out, seems you're making more of a meal of this than is necessary in my opinion sorry. 

Roger-D

Andyjflet said:

On your original email agreement when you took the card out, seems you're making more of a meal of this than is necessary in my opinion sorry. 

Thank you for your sympathy :-(

There is nothing mentioned in my original agreement to say that i would be charged for anything other than a 'cash transaction'. We all know what a 'cash transaction' is. These were not. I have Googled Tesco Ts and Cs and again, nothing mentioned as to why I would have been charged for these transactions.

I have spoken to the retailer. They are as flummoxed as me as say that of all of their customers over the years, I am the first to appear to have been charged for using my credit card.

My annoyance is that they cannot / will not provide me with a copy of my current and up to date Ts and Cs.

No, I do not have the emails from 5 years ago and neither do I have the paperwork that may have been put in the post. As I do not use my credit card for 'cash transactions' I do not ever believe it to be relevant to me.

Clearly, I have been mistaken.

Roger-D

So, thank you to tizerbelle for the link to the Ts and Cs. I had tried but hadn't come across these previously.

Having a read, I still cannot see that my transactions should have been charged for though.

For those asking, the transactions were:
- paying a mortgage broker (imo the same as paying for any verbal service, eg a therapist etc) 3x occasions
- paying the mortgage product application fee (again, by definition it is a 'product'). I am not 'buying' cash. Simply purchasing something.

All of the above I could as easily have paid for out of my current account. Needless to say, pretty Ped of with the charges and associated interest fees incurred.

[Deleted User]

The service to a broker is a bit odd but the fee is definitely a cash transaction - you're paying a fee

MrFrugalFever

Sounds like Tesco have treated it as a ‘cash-like” transaction with an MCC to go with it. If you can prove that the MCC was not in the category of cash-like transactions then you may have a case, until then it is likely you’ll have to suck it up.