How to complain formally about tesco credit card

patrickbateman · 16 September 2011 at 2:39PM

For the 2nd time in 3 months i have been charged late fees by tesco cc. I have direct debits set up to cover the minimum payment which isnt processing properly. They are blaming my bank despite having the sort and account code and i dont have any issues with my 3 other credit cards.
On both occasions tesco have reimbursed me after complaining over the phone, however this is stress and hassle i dont appreciate. I am also worried about credit ratings, and

I can accept a mistake happening on my account once, but after i highlight it and get promised it will be fixed i cant accept further promises. They have promised it wont happen again, but i am dubious!

I need an email address for complaints as i have a broken hand and cant write a letter, nor do i have a printer or easy access to one. Can someone please assist. Also should i contact the financial ombudsman?

Tixy · 16 September 2011 at 2:47PM

You cannot contact the FO until you have raised a formal complaint with the company and given them time to resolve and issue their final reply.

Can you contact them through the secure message service on your online account?

exel1966 · 16 September 2011 at 2:53PM

patrickbateman wrote: »

For the 2nd time in 3 months i have been charged late fees by tesco cc. I have direct debits set up to cover the minimum payment which isnt processing properly. They are blaming my bank despite having the sort and account code and i dont have any issues with my 3 other credit cards.
On both occasions tesco have reimbursed me after complaining over the phone, however this is stress and hassle i dont appreciate. I am also worried about credit ratings, and

I can accept a mistake happening on my account once, but after i highlight it and get promised it will be fixed i cant accept further promises. They have promised it wont happen again, but i am dubious!

I need an email address for complaints as i have a broken hand and cant write a letter, nor do i have a printer or easy access to one. Can someone please assist. Also should i contact the financial ombudsman?

Official complaints can be made over the phone and a complaint reference issued which will be handled exactly the same way as a written complaint. Sometimes written complaints can re-inforce the issue, but it won't necessarily change anything.
The FOS will only step in once you've followed procedure and given Tesco 8 weeks (which can be extended) to draw their conclusions and put forward a resolution.

YorkshireBoy · 16 September 2011 at 5:05PM

patrickbateman wrote: »

How to complain formally about tesco credit card

Can someone please assist.

e-mailing isn't an option...it's post or phone only I'm afraid.

Go to www.tescobank.com
Click 'contact us'
Click 'complaints'
Click 'how to complain'

Alternatively, click here...

http://www.tescobank.com/personal/finance/help/complaints-process.html

Diaaaz · 17 September 2011 at 6:23PM

The best thing to do is to ring up and explain that the problems has not been resolved the last 2 times when you called about it. Ask the person specifically to ask the "direct debit team" about it- politely. If they do not check further than this, politely ask to speak to someone more senior. If they offer a call-back (or even better, ask them to do this!) accept, then someone who will know a bit more will investigate it for you (hopefully! if they don't seem to have done so, feel free to ask them to look into it again- or take their extension number/reference and if it does happen again, you can refer back to them). If you are not happy with their investigation, say so to them and they will advance it further for you until you get a final response letter - if you're still not happy head for the FOS.

customertesco · 17 January 2013 at 1:24AM

I have been a very good customer for over 2 years and I have always paid my bills every month on time. I did not receive the November 2011 bill and this meant for the first time ever, I missed a payment. I did not realise this until I received the December bill which stated that I owed the previous bill.

I rang Tesco Credit Card and I immediately told them that I had never received the November bill. They accepted my explanation and removed the late payment charge but they said they would not remove the interest charge of £7.93. The person also said that as long as I paid the amount owed quickly there would be no further interest charges.

However, I have now found on the January 2013 bill an interest charge of 90p claiming this is a residual charge. This is very unfair and poor practice as I was not told this would happen.

What can I do about this?

opinions4u · 17 January 2013 at 7:44AM

customertesco wrote: »

I have been a very good customer for over 2 years and I have always paid my bills every month on time. I did not receive the November 2011 bill and this meant for the first time ever, I missed a payment. I did not realise this until I received the December bill which stated that I owed the previous bill.

I rang Tesco Credit Card and I immediately told them that I had never received the November bill. They accepted my explanation and removed the late payment charge but they said they would not remove the interest charge of £7.93. The person also said that as long as I paid the amount owed quickly there would be no further interest charges.

However, I have now found on the January 2013 bill an interest charge of 90p claiming this is a residual charge. This is very unfair and poor practice as I was not told this would happen.

What can I do about this?

Two posts up tells you how to complain.

Fruit_and_Nut_Case · 17 January 2013 at 8:06AM

customertesco wrote: »

However, I have now found on the January 2013 bill an interest charge of 90p claiming this is a residual charge. This is very unfair and poor practice as I was not told this would happen.

Strictly speaking the concept of residual interest is correct. I don't know if the actual amount is correct but it seems about right.

I agree with you that the person at the call centre would have been wrong to tell you that there would be no further interest. Is it possible that they actually said no further charges? In the end it's your word against theirs unless there is a recording of the call. If it were me I'd put it down to experience and drop the matter.

_Andy_ · 17 January 2013 at 11:05AM

A complaint over 90p? Why bother? Stamp and your time is going to outweigh that straight away

kindofaverage · 17 April 2013 at 2:43PM

what a joke this company is!!! I rang them asking to be transferred to the complaints department but was told they don't have one. Instead I could write in. I am totally dumbstruck. The contact numbers above are for the 'team' only. Any ideas anyone - or maybe this company is like the old carlsberg advert where they don't have any complaints per se but an empty office with one phone which rarely rings- mmmm

SnowTiger · 17 April 2013 at 2:52PM

kindofaverage wrote: »

what a joke this company is!!! I rang them asking to be transferred to the complaints department but was told they don't have one. Instead I could write in. I am totally dumbstruck. The contact numbers above are for the 'team' only. Any ideas anyone...

Write in?

Close your account and move to a credit card provider that has a complaints department you can contact by phone.

How to complain formally about tesco credit card

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