Tesco Problem

cymru78

Hi all,
Just after some advice regarding the following from Tesco homephone.

I left the service a few months ago but just had a small bill from calls made back in November.
Apparently, a few people have had bills from earlier dates that weren't processed by their systems (or something like that)
The bill isn't really a problem at just £2.31

I phone Tesco to say that as I left a few months ago, the direct debit won't clear as I no longer have DD set up with them and can I pay another way.

I was then informed that I actually owe £213.33.

I asked how can this be as they bill was always paid by DD.
The person that told me that the DD payments never cleared and to check my bank statements to make sure.

And would you believe, she was right!

She admitted that the homephone bill is slightly misleading.
At the bottom it says 'Total amount to pay' and slightly above this it says 'Your previous balance from last bill'
She told me that most people thought the 'Total amount to pay' is what is says, but what I should have been looking at was the 'Previous balance' part.
I always thought that this just stated what I had paid in the past in total as that is what it adds up to.
Misleading indeed!

I asked why was I never informed that the DD had failed letter, email, phone or even by being cut off.
Apparently, many customers have phoned about the same problem lately and it has only just come to light.

I asked how do they expect me to pay the £213. Naturally i thought all the previous bills had been paid.

I was told i can 'either pay it in full or on a six month payment plan - £35+ a month'
I told them I will phone back.

Why should I pay on their terms for a fault they created and admitted to?
Has this happened to you - what did you do?
What would you do?

If you are on Tesco, or even were like me, please check your bill!

I understand on one hand that I should check the payment went out, but this sort of problem has never happened to be before and, naturally like most people, thought that everything was ok as Tesco never informed me of a problem.

kristi

Does anyone have any advice for this thread, I know I would hate it to happen to me!

Heinz

It's a debt which, obviously, will have to be paid.

IMHO, Tesco has made a very reasonable suggestion about how to clear it. I'd just suggest that offer is accepted, the debt cleared in a relatively painless way and the matter filed away as 'a learning experience'.

That sounds terribly patronising but it's not meant to be.