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    • ABRDF
    • By ABRDF 23rd Mar 18, 4:00 AM
    • 41Posts
    • 15Thanks
    Tandem Bank credit card woes
    • #1
    • 23rd Mar 18, 4:00 AM
    Tandem Bank credit card woes 23rd Mar 18 at 4:00 AM

    My partner and I waited for 3 months on the wait list to get Tandemís credit card offering of 0.5% cash back and no fee foreign transactions, because of Martinís recommendation.

    After 2 months of use we are reviewing our decision, does anyone else have feed back, Tandem donít have a community site like Starling or Monzo or a ďTrustpilotĒ site and I canít see any feed back here, either good or bad!

    Our findings:
    1- The app looks and feels old school, poorly designed, slow with little functionality..
    2- The app needs a new pin every two weeks and you have ring the customer service number in core hours of 8 till 6.
    3- The out of hours customer service is outsourced, and they have little understanding of the product and only deal with fraud or lost cards. They also appear to be reading from a script.
    4- The balances on the app are incorrect
    5- Refunds show but the balance is not updated
    6- Pre authorisation show in app but never drop off the app when not collected by the merchants
    7- Customer services are only Monday to Friday 8-6, they are friendly, but donít really understand the issues because their system transactions and balances are different from the app, you have to send screen shots to verify what your saying
    8- Paper statements, no online offering, statement balance not shown in app
    9- Account aggregation does not work with First Direct due to password issues in the app
    10- Missing transaction and transactions disappear from the app (balance stays the same)
    11- Long call wait times
    12- No instant chat
    13- Launching savings account when this product does not have fully functional and robust customer app / interface
    14- No in app notification of transaction
    15- Security setup when joining could not be complete the account pin request - still havenít been able to achieve this

    When you do speak to the customer services team you do often get to speak with the same person which is a bonus, but they have to pass everything on. Very limited improvement in the app, itís functionality and appearance in two months, some problems they say should be fixed in the next two months some they donít have timescales, not all customers are have the same problems. I believe the developers should look to apps from Starling and Monzo to see great new world (fintech) banking apps, Tandems app looks, feels and offers the functionality of Lloydís Bank app 5 years ago.

    Unlike Starlingís Anne Boden their CEO who answers tweets from customer with good and bad issues eve late at night, Ricky Knox the CEO of Tandem just BLOCKS YOU!!!

    Your thoughts please, are we the only ones witnessing these issues? It would help us to decide to stay or go, 0.5% cash back is not enough to wade through the problems with Tandem, when we also have Clarity Cards and Monzo and Starling already.

    Finally should Martins team be recommending Tandem in its current state. Has my mother would say Tandem is ďall fur coat and no knickersĒ!!!128514;
Page 9
    • andy poulton
    • By andy poulton 30th Apr 19, 3:52 PM
    • 60 Posts
    • 15 Thanks
    andy poulton
    Itís clearly laid out there are 2 different cards when applying.

    This is no fault of Tandem
    Originally posted by Gary_Dexter
    Thats as may be BUT I rang them and they told me how to apply online and not via the app.
    This I did.

    Terrible low credit.

    Now they say I must have applied for a JOURNEY card not cashback as that IS available on line.

    The cash back only via the APP.

    I am savvy but that did fool me as there was no mention.
    Now I have asked about the credit limit 4 times and online.
    At last someone has picked up on this and going to investigate.

    Cheers Andy
    • andy poulton
    • By andy poulton 30th Apr 19, 9:14 PM
    • 60 Posts
    • 15 Thanks
    andy poulton
    No it was not.
    Especially when the advisor talks you through how to apply on the site when I asked how to apply for a Cashback card to replace my two cashback cards.

    I expect NOW with hindsight and familiarity with the site I could apply for the correct card.

    However before that I was advised again how to apply ONLINE for a cash back card [fo my wife this time]

    Now they have told me I cannot apply for a Cash Back card but I can keep the Journey one.
    Lucy Apologised that all the advisors I spoke to over the last two days did not know all this and what had gone wrong, and that they were less than informed.

    Yesterday I was advised I would get an email today outlining my complaint.
    Fat chance nothing arrived.
    That was the result of another 35 minute phone call.

    Easy option.
    CANCELLED direct debit. Wait for card and cut up.

    What a waste of time.
    • Gary_Dexter
    • By Gary_Dexter 30th Apr 19, 9:26 PM
    • 4,486 Posts
    • 2,898 Thanks
    It’s clear on the website.

    Did you not read the product details and terms before applying?
    • andy poulton
    • By andy poulton 1st May 19, 6:56 AM
    • 60 Posts
    • 15 Thanks
    andy poulton
    Thank you for the kind note Gary.
    Yes of course I did.
    Then followed the advisor talking me through the app until the end.

    OBVIOUSLY since then, trawling through the various parts/tabs of the site it is now very obvious that the Cashback card can only be applied on the APP, the Journey card however can be applied for on the site.
    NONE of the second level advisors/customer services knew that. They had to go to the 'Back Office' and 'Tech support' to find that out even after I 'taught' them/talked them through how to do it after a first level advisor told me how to apply for a 'TANDEM' card [notice the 'Blanket' term CARD there as they did not differentiate] and I pointed out the tab where it said this, apply, after scrolling through to the bottom of the various bullet points on the page.

    Never mind all over now.
    • Gary_Dexter
    • By Gary_Dexter 1st May 19, 9:04 AM
    • 4,486 Posts
    • 2,898 Thanks
    There's no need to trawl through the website - it's in black and white for each of the card descriptions.

    Mountain - molehill.
    • andy poulton
    • By andy poulton 1st May 19, 11:00 AM
    • 60 Posts
    • 15 Thanks
    andy poulton
    Thank you for the continued kind updates.

    I guess by now that you are very familiar with this site then.

    However If I was to direct you to my companies site[s], unless site or web building is your forte I would give it 30 seconds before you got lost or needed a site map.

    There is a 30 page document to help!!

    Best wishes
    • ap823
    • By ap823 11th May 19, 3:36 PM
    • 6 Posts
    • 4 Thanks
    Tandem card - not a good experience for me
    applied for a cashback tandem card, received one.

    now discovered can not get a second card for spouse. credit limit set very low and they have no provision for credit line review, not in 6 month, not in 12..

    now received first statement (paper statement by post!) no sign of cashback. asked on the chat in the app, after two wrong explanations was finally told "it appears we were not able to make you an offer in the cashback credit card and another card was issued". this was not made clear in the application process, otherwise i would not have continued.

    card cancelled, what a waste of time!
    • andy poulton
    • By andy poulton 11th May 19, 4:44 PM
    • 60 Posts
    • 15 Thanks
    andy poulton
    My point exactly.


    However after ducking out this thread it got worse?

    The card arrived.
    Tried to cancel by contacting TANDEM
    they INSISTED
    They were ADAMANT
    they were POSITIVE

    I had received the correct CASHBACK card after all.
    We talked at length Over and Over Still the same. They would not budge.
    I asked them to speak to the managers. They did, still same answer.


    I HAD A CASHBACK CARD [why did I cancel then]

    I now HAD a cashback card despite applying online and not via an app.

    Eventually asked to be put through to another tier of call handlers.

    They simply and quickly said.
    NO I have not the previous Cus Svs Ops and manager were wrong.

    It was a journey card and I had cancelled the account

    DOPEY & BONKERS does not describe it.

    [Reminded me of dealing with Economy Energy.
    Do not get me started on them!!!]
    • phillw
    • By phillw 11th May 19, 11:44 PM
    • 2,287 Posts
    • 1,802 Thanks
    2. My balances shown in the app are so far OK. They do have a strange way of showing balances, similar to Barclaycard. The balance shown seems to be the amount outstanding at the time, which is not necessarily the amount shown on the paper statements. It takes a bit of getting used to.
    Originally posted by Jolly Gardener
    I'm not sure I understand, don't all web and mobile banking show the current outstanding balance?

    If you make a payment the outstanding balance goes down, if you buy something the outstanding balance goes up.
    • ozzy49
    • By ozzy49 14th May 19, 3:41 AM
    • 4 Posts
    • 2 Thanks
    After reading this thread, I think I should just give up on my application.

    I applied through the app 3 weeks ago for the cashback card, message came up stating I'll get a request for more details in the post and still nothing.

    Is it worth calling them up or are these cards just not worth the hassle?
    • ABRDF
    • By ABRDF 14th May 19, 6:51 AM
    • 41 Posts
    • 15 Thanks
    I started this thread 13 months ago and I have tried unsuccefully recently with MSE to get it closed!

    The current situation with Tandem is very different from 1 year ago. And my inital review is not releveant NOW

    1. The card works perfectly cash back and no fees outside the UK

    2. The App works perfectly and is simple and easy to use

    3. Notifications work perfectly

    4. Balances show correct
    5. Customer services have greatly improved ie number of staff and times of opening
    6. They are working on additional cards (we have them from the first tranch)
    7. They are working on the very low credit limits and review
    8. They are working on Apple pay
    Overall this company is working hard to provide a valuable product to MSE users.
    • beany_bot
    • By beany_bot 14th May 19, 7:01 AM
    • 449 Posts
    • 212 Thanks
    I started this thread 13 months ago and I have tried unsuccefully recently with MSE to get it closed!
    Originally posted by ABRDF
    LOL Why would MSE close this thread just because you want to??
    It's full of valuable information for people thinking of getting a tandem card.
    Just because your situation has changed doesnt mean all this other data and other peoples experiences should be wiped from the forum.
    • eDicky
    • By eDicky 14th May 19, 7:05 AM
    • 4,524 Posts
    • 2,702 Thanks
    Is it worth calling them up or are these cards just not worth the hassle?
    Originally posted by ozzy49
    I would say it's well worth it, having had my Tandem account since they began and used it regularly without problems. As the OP says above, everything has improved since the early days. There's probably higher demand causing delays for some people applying, you could ask them in the in-app chat to check your status.
    • yams
    • By yams 14th May 19, 7:47 AM
    • 14 Posts
    • 3 Thanks
    I got a notification yesterday (unfortunately not about my credit card application) but they have finally gone paperless so maybe they are making some changes. If I don't get the credit card I'll end up closing though... there isn't anything in the app that isn't better elsewhere.
    • ABRDF
    • By ABRDF 14th May 19, 10:00 AM
    • 41 Posts
    • 15 Thanks
    Beany Bot: Because they do close threads, I was asking for them to close not delete the thread or wipe as you say.

    Tandem have got better in my opnion and wanted to give readers an honest view of the product one year on!
    Last edited by ABRDF; 14-05-2019 at 10:03 AM.
    • beany_bot
    • By beany_bot 14th May 19, 10:12 AM
    • 449 Posts
    • 212 Thanks
    Beany Bot: Because they do close threads, I was asking for them to close not delete the thread or wipe as you say.

    Tandem have got better in my opnion and wanted to give readers an honest view of the product one year on!
    Originally posted by ABRDF
    The thread is still relevant and in use. It's not for you to decide it should be closed. I don't see how giving your new review has anything to do with closing the thread?
    • Gary_Dexter
    • By Gary_Dexter 14th May 19, 10:19 AM
    • 4,486 Posts
    • 2,898 Thanks
    No need for the thread to be closed.

    Turn off notifications if you don't want to be emailed every time someone posts to it
    • starM
    • By starM 15th May 19, 7:52 PM
    • 1,422 Posts
    • 186 Thanks
    Thats wbat it says on there website help section:

    Refer (we require further ID Docs to confirm your identity in 15% of cases) up to 3 weeks

    In my case 3 weeks are over but others are waiting for 5 weeks.
    • yams
    • By yams 17th May 19, 1:10 PM
    • 14 Posts
    • 3 Thanks
    I was expecting the referral to come but when I asked they said they didn't need anything so I guess their website is not up to date. Surely if that was the hold up they would ask for the documents even if there is a delay for them to process the rest of the application?

    EDIT: I had already opened the savings account too so that shouldn't be the issue anyway.
    Last edited by yams; 17-05-2019 at 1:13 PM.
    • starM
    • By starM 17th May 19, 8:39 PM
    • 1,422 Posts
    • 186 Thanks
    My other half also has a Tandem savings account. This is 4th week of her credit card aplication. The app chat says the application is with the verification tea.. Cannoy say how long it would take.
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