Tandem withdrawal delay

amy1998

When I went on live chat about 2:30pm to complain, all I got was a cut/paste response that basically said "we [they] wanted to get it resolved as much as anyone".  No offer of £25 forthcoming at that point, so just gave up and left it at that.  Got the email an hour or so later, but that was unrelated I believe to going on live chat.

The whole process has been back to front.

Messaging should have been on the app much earlier - I successfully withdrew on Sunday morning and required more on Monday morning.  This issue has been known about (here at least) since Sunday evening, yet there was no messaging on the app yesterday morning to warn anything was wrong.

The first I saw of it was around yesterday lunchtime and they even sent the customer service team home at 5pm last night?  Wow.

I can't imagine Tandem would have that many customers withdrawing money on their apps on a Sunday, so how can it take over 30 hours to resolve.

This issue, unfortunately, has become much bigger due to incompetence.

jaypers

Reading this thread has made me feel very uneasy about Tandem. Not so much the issue itself but the manner it’s been handled. I did actually do a small withdrawal on Sunday and it came through. Have decided to shift some of the Tandem cash elsewhere. Did a £1k test withdrawal this afternoon which came through after around 15mins. 

jameseonline

cmgurney said:

I've just received a second payment of £25 from Tandem. 

2nd?, possibly keep quiet about that 😜 

Speedbird676

Did people who complained get an individual £25 and then a further £25 that has now gone to everybody affected?

horsewithnoname

KevinG said:

[Deleted User] said:

Just got an email off them confirming the issue is resolved, might have been better to have got one when the issue was identified! It seems everyone affected is getting the £25.00...

What do you mean, "affected"? Just those who complained? 

No , I didn’t complain. It says on the app it may take up to 2 days so I wasn’t aware there was anything affecting me!

stulaunch

Speedbird676 said:

Did people who complained get an individual £25 and then a further £25 that has now gone to everybody affected?

Probably. I complained & got 2

Martyn_H

I got my compensation without asking for it 

vienly

oh wow i got 2x £25! bonus!

[Deleted User]

vienly said:

oh wow i got 2x £25! bonus!

Only one for me! 

[Deleted User]

Just got the second one...