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

    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 1
    • eDicky
    • By eDicky 23rd Mar 18, 7:20 AM
    • 4,645 Posts
    • 2,799 Thanks
    eDicky
    • #2
    • 23rd Mar 18, 7:20 AM
    • #2
    • 23rd Mar 18, 7:20 AM
    I tend to agree with most of what you say about Tandem's rudimentary app, which is not acceptable when that is the only way to access your account. However I've not noticed any balance or refund discrepancies (I should check), and on my app (android) there is a chat function with reasonable response time within their limited working hours. Instant notification of transactions seems to work for me, usually at least. I was also surprised at the introduction of a savings account, trying to run before they can walk.

    I have only needed to call them twice, answered quickly, about a technical problem accepting their offer at account opening, and to set up a direct debit. I'm prepared to see how it goes in the hope they can improve their app and facilities in general, but unless they can obtain sufficient investment to hire decent app developers and other staff I don't think it's going to work out for them.

    Now if Starling Bank or Monzo Bank, with their excellent apps and system in general, launched a fee-free for overseas and cashback credit card, that would be perfect.
    • bubieyehyeh
    • By bubieyehyeh 23rd Mar 18, 12:36 PM
    • 447 Posts
    • 134 Thanks
    bubieyehyeh
    • #3
    • 23rd Mar 18, 12:36 PM
    • #3
    • 23rd Mar 18, 12:36 PM
    Do tandem not provide monthly statements by post?
    I thought I read that somewhere.
    • eskbanker
    • By eskbanker 23rd Mar 18, 12:41 PM
    • 10,414 Posts
    • 12,692 Thanks
    eskbanker
    • #4
    • 23rd Mar 18, 12:41 PM
    • #4
    • 23rd Mar 18, 12:41 PM
    should Martins team be recommending Tandem in its current state
    Originally posted by ABRDF
    They're not recommending them as such, they're simply listing them in an article showing which is cheapest, hence the disclaimer at the foot of every page on here:
    This info does not constitute financial advice, always do your own research on top to ensure it's right for your specific circumstances and remember we focus on rates not service
    • Jolly Gardener
    • By Jolly Gardener 9th Apr 18, 10:31 AM
    • 6 Posts
    • 3 Thanks
    Jolly Gardener
    • #5
    • 9th Apr 18, 10:31 AM
    • #5
    • 9th Apr 18, 10:31 AM
    I've had my Tandem card since mid January and an so far very pleased with it. My wife also applied for one and is similarly very satisfied. I only use the app to monitor the Tandem card, not other accounts, so I can't comment on integration with other providers.
    1. I am still using the original password I set up and have not been prompted to change it.
    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.
    3. I have had no issue with pre-authorised payments remaining on the account. I recently had an online grocery delivery cancelled because of the snow, and the pre-authorised payment disappeared within a few hours.
    4. Yes, the card only comes with monthly paper statements. There is no online access at the moment, but I am OK with that.
    5. Every time I make a purchase, I receive a notification from the app within seconds, stating how much I have spent and where I spent it.
    6. I had absolutely no issue with setting up the security with them when I activated my card. They answered the phone within seconds and took me through the procedure quickly and smoothly.
    I hope this helps you.
    • gm7282
    • By gm7282 18th May 18, 1:27 PM
    • 1 Posts
    • 1 Thanks
    gm7282
    • #6
    • 18th May 18, 1:27 PM
    • #6
    • 18th May 18, 1:27 PM
    I just applied and received the Tandem credit card. The application process was very straightforward, but the product itself is a huge disappointment. As others have said, the app is very basic and any feedback 'will be added to the list of enhancements' and could take 'months'. There is no Account Services page on either the app or the website, so anything like (eg) seeing or changing your direct debit require a phone call, and simple questions like 'when will you take my direct debit' take several minutes (sic) to answer. For a 'wholly digital' bank (their words, not mine), paper statements is several steps backwards. And so on. The staff are very well meaning but it feels like this product has come to market too soon.
    • grumpycamel
    • By grumpycamel 12th Jun 18, 10:21 PM
    • 8 Posts
    • 6 Thanks
    grumpycamel
    • #7
    • 12th Jun 18, 10:21 PM
    • #7
    • 12th Jun 18, 10:21 PM
    Do tandem not provide monthly statements by post?
    I thought I read that somewhere.
    Originally posted by bubieyehyeh
    Yes they do.
    • grumpycamel
    • By grumpycamel 12th Jun 18, 10:42 PM
    • 8 Posts
    • 6 Thanks
    grumpycamel
    • #8
    • 12th Jun 18, 10:42 PM
    • #8
    • 12th Jun 18, 10:42 PM
    I have had a Tandem credit card since the beginning of the year and have been quite happy with it overall. Yes, the app is basic and there is no web access but it does as I expect and I like getting paper statements. Ive not had an issue with their pre-authorised payments either. Ive only used their telephone support once and they were quick to answer and sorted out my query.
    I have used it abroad for business and pleasure as well as at home and have noticed no discrepancies with the transactions made. The exchange rate is not loaded and has a better rate than anything I could get converting currency. And I love the fact I get an SMS when I purchase anything with the retailer and amount and if abroad, the amount in the text is converted to pounds sterling.
    If you are not happy with the card or their service then either dont use it or dont make it your primary card.
    • ABRDF
    • By ABRDF 13th Jun 18, 8:20 AM
    • 41 Posts
    • 15 Thanks
    ABRDF
    • #9
    • 13th Jun 18, 8:20 AM
    • #9
    • 13th Jun 18, 8:20 AM
    I'm pleased your happy and for your obvious advice Mr Grumpy Have a good day
    Last edited by ABRDF; 13-06-2018 at 11:10 AM.
    • daedal
    • By daedal 15th Jun 18, 1:32 PM
    • 52 Posts
    • 29 Thanks
    daedal
    I actually can't stand the Tandem app, I've used the card for a while, and it's been blocked a few times, generally on a weekend when they are shut. Customer service isn't exactly the best, and its very limited. If you ask questions on social media you are just told to phone them.

    I only stick with them due to the cashback, otherwise I wouldn't personally bother until they sort out the app and get decent customer service.
    • ozaz
    • By ozaz 15th Jun 18, 4:12 PM
    • 218 Posts
    • 76 Thanks
    ozaz
    To those who are happy with the card - @eDicky, @Jolly Gardener, @grumpycamel - do you think you will continue to use it when the cashback drops to something like 0.25%?
    • dj1471
    • By dj1471 15th Jun 18, 6:44 PM
    • 1,688 Posts
    • 1,184 Thanks
    dj1471
    To those who are happy with the card - @eDicky, @Jolly Gardener, @grumpycamel - do you think you will continue to use it when the cashback drops to something like 0.25%?
    Originally posted by ozaz
    Even at 0.25% it would still be a decent choice for overseas purchases as cashback on these is very difficult to come by.
    • SlovakianGuy
    • By SlovakianGuy 16th Jun 18, 4:31 PM
    • 157 Posts
    • 60 Thanks
    SlovakianGuy
    There is no Account Services page on either the app or the website, so anything like (eg) seeing or changing your direct debit require a phone call, and simple questions like 'when will you take my direct debit' take several minutes (sic) to answer.
    Originally posted by gm7282

    That's the reason I did not apply. If they had normal website for account management, I would apply. But app-only is useless to me.
    The same with Atom bank. They replied: "The reason we don't use a normal website is because it is cheaper for us to run via the app as there is less overhead cost. This means that what we're saving can be passed back to the customer in the form of better interest rates etc."

    Is it really too expensive for a bank to run a website?
    • allan1954
    • By allan1954 18th Jun 18, 6:48 AM
    • 92 Posts
    • 27 Thanks
    allan1954
    today cant log in to the app so this means another £3 phone call think its time to pay what I owe and close the account.
    • eDicky
    • By eDicky 18th Jun 18, 7:37 AM
    • 4,645 Posts
    • 2,799 Thanks
    eDicky
    today cant log in to the app so this means another £3 phone call think its time to pay what I owe and close the account.
    Originally posted by allan1954
    You pay £3 to call an 020 number..??

    What's your log in problem?
    • allan1954
    • By allan1954 18th Jun 18, 8:24 AM
    • 92 Posts
    • 27 Thanks
    allan1954
    You pay £3 to call an 020 number..??

    What's your log in problem?
    Originally posted by eDicky
    40p per minute from ee phone the app says cant log in try again so i have changed the password and its working now.
    • eDicky
    • By eDicky 18th Jun 18, 8:38 AM
    • 4,645 Posts
    • 2,799 Thanks
    eDicky
    40p per minute from ee phone
    Originally posted by allan1954
    No need to pay more than 3p - switch to Three or O2 Classic PAYG.

    I'm still hoping Tandem can give their app a major revamp soon, it sure needs it.
    • allan1954
    • By allan1954 18th Jun 18, 8:45 AM
    • 92 Posts
    • 27 Thanks
    allan1954
    No need to pay more than 3p - switch to Three or O2 Classic PAYG.

    I'm still hoping Tandem can give their app a major revamp soon, it sure needs it.
    Originally posted by eDicky
    going to do this when I have spent the credit on ee.
    • SlovakianGuy
    • By SlovakianGuy 18th Jun 18, 10:27 AM
    • 157 Posts
    • 60 Thanks
    SlovakianGuy
    Why close the account? Switch it


    Edit: Ahh sorry, they don't have a current account yet
    Last edited by SlovakianGuy; 18-06-2018 at 10:30 AM.
    • woefulsaver
    • By woefulsaver 20th Jun 18, 7:21 PM
    • 8 Posts
    • 2 Thanks
    woefulsaver
    Very enlightening thread.


    I was about to apply for the credit card, the 0.5% cashback looks very attractive and it's a mastercard, so no Amex worries.


    However after reading this thread, I'm quite reluctant to apply.


    I'm really not interested in the account aggregation feature or whatever, just the credit card, but it sounds like the app is a bit rubbish?


    Can anyone tell me if the app has some sort of download to CSV option? Judging by the paper statements, I suspect not...
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