Tesco mobile taking money from an account that doesn’t exist!!

Rudy161

Account was closed in June 2024, this has been confirmed by customer services on the phone and in Tesco store and by a ‘sorry you’re leaving’ email. I have no active accounts. Money has been taken DD every month since. I was advised to cancel my DD at the bank as the account doesn’t exist. I’ve cancelled the DD. I’ve now received an urgent email from Tesco that I’m missing payments (for an account that doesn’t exist)! I’ve been told the fraud team ‘back door’ only work via email. I’ve had customer service request contact, had an email from the fraud team to go back to customer services. If I call I eventually get disconnected. I’m now at risk of this going against my credit rating as well as being owed in excess of £300+ for a mobile account that I closed legitimately a year and a half ago!! 

Tesco mobile fraud at its best!! Can anyone help??? 

t0rt0ise

Ask the bank to pay the erroneous DD payments back. That's what the DD guarantee is for.

marcia_

Rudy161 said:

Account was closed in June 2024, this has been confirmed by customer services on the phone and in Tesco store and by a ‘sorry you’re leaving’ email. I have no active accounts. Money has been taken DD every month since. I was advised to cancel my DD at the bank as the account doesn’t exist. I’ve cancelled the DD. I’ve now received an urgent email from Tesco that I’m missing payments (for an account that doesn’t exist)! I’ve been told the fraud team ‘back door’ only work via email. I’ve had customer service request contact, had an email from the fraud team to go back to customer services. If I call I eventually get disconnected. I’m now at risk of this going against my credit rating as well as being owed in excess of £300+ for a mobile account that I closed legitimately a year and a half ago!! 

Tesco mobile fraud at its best!! Can anyone help??? 

 Have you only just noticed the direct debit that has been being paid from last summer? 

Rudy161

t0rt0ise said:

Ask the bank to pay the erroneous DD payments back. That's what the DD guarantee is for.

Thanks, the bank claimed back 3 months worth but can’t do more. My concern is that Tesco can’t find an account but are sending me final demands which ultimate is going to effect my credit score. I can’t seem to find any way to speak to their fraud team as they are now saying this may be what it is. 

Rudy161

marcia_ said:

Rudy161 said:

Account was closed in June 2024, this has been confirmed by customer services on the phone and in Tesco store and by a ‘sorry you’re leaving’ email. I have no active accounts. Money has been taken DD every month since. I was advised to cancel my DD at the bank as the account doesn’t exist. I’ve cancelled the DD. I’ve now received an urgent email from Tesco that I’m missing payments (for an account that doesn’t exist)! I’ve been told the fraud team ‘back door’ only work via email. I’ve had customer service request contact, had an email from the fraud team to go back to customer services. If I call I eventually get disconnected. I’m now at risk of this going against my credit rating as well as being owed in excess of £300+ for a mobile account that I closed legitimately a year and a half ago!! 

Tesco mobile fraud at its best!! Can anyone help??? 

 Have you only just noticed the direct debit that has been being paid from last summer? 

I noticed it end of last year. My concern is now how Tesco correct their records and I really need help with speaking to the right people/department. Thanks for the helpful feedback though. 

JSmithy45AD

How do you mean "if I call I eventually get disconnected"? If you have you been abusive or aggressive with them, that never helps, regardless of circumstances.

Jon_01

Rudy161 said:

marcia_ said:

Rudy161 said:

Account was closed in June 2024, this has been confirmed by customer services on the phone and in Tesco store and by a ‘sorry you’re leaving’ email. I have no active accounts. Money has been taken DD every month since. I was advised to cancel my DD at the bank as the account doesn’t exist. I’ve cancelled the DD. I’ve now received an urgent email from Tesco that I’m missing payments (for an account that doesn’t exist)! I’ve been told the fraud team ‘back door’ only work via email. I’ve had customer service request contact, had an email from the fraud team to go back to customer services. If I call I eventually get disconnected. I’m now at risk of this going against my credit rating as well as being owed in excess of £300+ for a mobile account that I closed legitimately a year and a half ago!! 

Tesco mobile fraud at its best!! Can anyone help??? 

 Have you only just noticed the direct debit that has been being paid from last summer? 

I noticed it end of last year. My concern is now how Tesco correct their records and I really need help with speaking to the right people/department. Thanks for the helpful feedback though. 

You need the Tesco exec office at this point. They can talk with the other depts and get a view of what's going on.

I doubt you'll get to talk to the fraud team. In most networks they're not customer facing (I worked in one for 10 years, but not Tesco).

born_again

Rudy161 said:

t0rt0ise said:

Ask the bank to pay the erroneous DD payments back. That's what the DD guarantee is for.

Thanks, the bank claimed back 3 months worth but can’t do more. My concern is that Tesco can’t find an account but are sending me final demands which ultimate is going to effect my credit score. I can’t seem to find any way to speak to their fraud team as they are now saying this may be what it is. 

There is no time limit on DD claims. So you should have got all payments back from July 24.

Or is this a case that tesco took payments via your card details? (continuous payment authority) which would be a right refund.

Rudy161

JSmithy45AD said:

How do you mean "if I call I eventually get disconnected"? If you have you been abusive or aggressive with them, that never helps, regardless of circumstances.

I mean I get out on hold and before it’s picked up by anyone it disconnects. I haven’t been abuse with anyone. The point of my post was for support, not unhelpful assumptions. But thanks 

JSmithy45AD

Rudy161 said:

JSmithy45AD said:

How do you mean "if I call I eventually get disconnected"? If you have you been abusive or aggressive with them, that never helps, regardless of circumstances.

I mean I get out on hold and before it’s picked up by anyone it disconnects. I haven’t been abuse with anyone. The point of my post was for support, not unhelpful assumptions. But thanks 

I didn't "assume" anything, I asked a question but I can see you're one of 'them' type of posters so I'll leave you to it.

kipsterno1

Have you asked them what number this relates to and if they could provided you paper bills for the period (I presume they haven't been sending txt or emails re bills).