Hi everyone,
I wanted to post a quick introduction for the feedback & discussions board.
This is the place where we’d really like to hear about your experiences with Tesco Bank, as well as any suggestions you have that can be considered for the future. Please share:
- Ideas you have for us to look at
- Ways in which we can improve things right now
- If any information or FAQs are unclear around the website, tell me how we can add to them or improve them
- Issues you’ve had (outside of your own personal account)
This is a discussion environment and I really want to hear from you, so please be as open and detailed as possible. Myself and the community team will also post a few discussions in which we’ll ask for feedback on specific things throughout the next year, so please look out for those!
If you have any questions, feel free to post below.
Sarah
Feedback & discussions board
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21-10-20, 19:30sarah_dFeedback & discussions board
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23-06-21, 11:40rocsteadyeddie
Hi i have a question why does it take so long to update the mobile banking app after it is used so you can get a true reflection of any balance or what you have to pay once it is used. I t seems to be so slow to get a real balance of what is owed or left in the account .
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25-06-21, 10:12KellyT
Hi @rocsteadyeddie, thanks for getting in touch. I'm really sorry about the delay in getting back to your message! I've added a link below with some information surrounding pending transactions and explaining how long it takes for your balance and available credit to be updated on the mobile banking app. I hope this makes things a little bit clearer. Please let me know if you have any further questions :)
What is a pending transaction? - Tesco Bank Community -
25-06-21, 22:24rocsteadyeddie
@KellyT thankyou for the reply but my question was after using my card and paying back into my card the adjustment and balance don't update quick enough to give an accurate balance due .or payment due .eddie
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26-06-21, 07:51CherylV
I'm sorry to hear about this @rocsteadyeddie, it can take 2 full working days for payments to clear towards your credit card. As this is processing, it may begin to reflect on your available credit before affecting your balance for example. I've included a link below which outlines other ways to pay, which may have a quicker turnaround, such as Faster payment. We'd encourage you to keep an eye on your balance, then factor in the amount you've paid and spent when using the mobile app and online banking. I'm so sorry for the inconvenience.
We'll certainly log this as feedback, so we can continue to better our services. Thank you for raising this with us
Paying your Credit Card - Tesco Bank Community -
08-08-21, 11:1860eve
@sarah_d hi,dont know if im on right page ,just joined today,,, i would like to ask a question ? i use to recieve e-mails letting me know i had made a payment on my visa card ,but this has stopped the last couple months ? can this be reinstated ..thank you
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09-08-21, 08:12ChristopherP
@60eve Hey there! Welcome to the Community. Does this relate to a credit card account or a current account?
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09-08-21, 09:3760eve
@ChristopherP hi credit card account.use to recieve e-mail stating payment made
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10-08-21, 09:03ChristopherP
@60eve Thanks for clarifying. This feature has been removed, I'm afraid. However, when you make a payment via the mobile app and online banking, a message appears on screen confirming that the payment has been received successfully. I'm sorry if this causes you any disappointment!
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10-08-21, 09:4760eve
@ChristopherPok thank you for reply
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16-10-21, 16:48PeterMitchell
This is ridiculous!! All I want to do is change my contact phone number related to my Tesco credit card. You can't ring anyone unless you're willing to spend 5 hours on the phone and I just can't see a way of doing this on this website. At the moment, Tesco use my home number to send a code to verify a payment!!!!!! This is a recent initiative by Tesco. When I gave my home number as the contact number, it was not explained that it would be used for sending verification codes!! Not helpful when on holiday and trying to pay for something on-line. Almost about to give up.
Peter -
18-10-21, 08:55ChristopherP
@PeterMitchell Sorry to hear this, Peter. Do you have access to online banking?
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02-11-21, 07:24PicardUK
As this is a feedback thread I thought I would point out that under FAQ there is a section around “best price” for car insurance which includes renewals. However in the explanation it does not include when you will receive a renewal quote at the end of your existing policy. Is it 30 days prior, 28, 14?
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26-01-22, 13:08Tarian
The FAQ page on:
"How do I get a contactless card?"
.....includes misleading statements.
https://community.tescobank.com/cont...card#ckb_start
"All debit cards are contactless."
"All newly issued MasterCard credit cards are contactless."
Both Lloyds Bank and NatWest/RBS still allow customers the choice.
(I've just had my second replacement non-contactless since contactless was foisted upon most bank customers.)
So please insert "Tesco" in each sentence - to avoid the inference that "all" cards from "all" banks are contactless.
Also, please can you add a FAQ.
"How to disable the contactless feature"
Guides exist on the internet - but depend on the routing of hidden wires in each card.
Thank you -
26-01-22, 13:34RossM
@Tarian I will pass your comments on as feedback to the Credit Card team in reference to the FAQ update. However, as this is a Tesco Bank FAQ, in reference to a Tesco Bank product I personally don't feel this is unclear.
We don't accept any circumstance that any Tesco Bank card should be tampered with in order to disable the contactless function and would strongly recommend that no customers attempt this. As a result, we will not be adding this requested FAQ. -
26-01-22, 14:28jill2308
Hello everyone is anybody having trouble viewing MasterCard statements online? normally no problem and I tried yesterday and again today just get error message. thanks
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27-01-22, 13:00KellyT
Hi @jill2308, this incident has now been resolved. Can you please check if you're able to view the statements online now?
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30-03-22, 20:25Mp20001
I have had the Tesco credit card for years and the only credit I use daily for everything , recently with the introduction of new checks is getting beyond a joke . Websites are bringing up he message that the card issuer has declined transaction even though I have used those sites for years . It doesn’t even allow the option to authorise via app or phone . I have to pay with my debit card which I didn’t really want . One of the payment sites was via Worldpay , I think you guys need to sort this out otherwise might have to switch and apply for others cards
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18-04-22, 08:10carpetslippers
@sarah_d Its been well over a month now, and still no fix on the downloading transactions not working from about 23rd March - us customers just get the "we are aware of a problem and are looking as a fix" which is pretty much the standard copy and paste phrase - doesnt seem to be much urgency on this, but most people who use personal banking programs like Banktree and Ace Money rely on this to check off stuff, and like someone has said on one of the many threads - i suspect there is a GDPR breach with regards to Data Portability ?????? Sorry to Nag, but well over a month for something like this is nothing short of pathetic !
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28-04-22, 15:32epsteel
@sarah_d
Here is an idea.
When the customer has a zero balance on their card, do not send out an email saying their next payment will be taken in 5 days.
How hard is it to check the balance? Some customers, not many I admit, might even be in credit? -
11-05-22, 09:55Toby-M
@sarah_d
Just wanted to say I am enjoying my Clubcard Pay+ account, especially for my fortnightly Tesco online shopping that get's delivered and it helpful too using the debit card to buy a coffee for my friend & I in places such as Costa and gain a little Tesco point for doing so.. Every Little Helps ! -
11-05-22, 11:42RossM
@Toby-M Mind if I move this post to its own thread within our dedicated Clubcard Pay+ group? I know our team love all feedback :)
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23-05-22, 20:11Clara
[QUOTE=sarah_d;35858]Hi everyone,
I wanted to post a quick introduction for the feedback & discussions board.
This is the place where we’d really like to hear about your experiences with Tesco Bank, as well as any suggestions you have that can be considered for the future. Please share:
- Ideas you have for us to look at
- Ways in which we can improve things right now
- If any information or FAQs are unclear around the website, tell me how we can add to them or improve them
- Issues you’ve had (outside of your own personal account)
This is a discussion environment and I really want to hear from you, so please be as open and detailed as possible. Myself and the community team will also post a few discussions in which we’ll ask for feedback on specific things throughout the next year, so please look out for those!
If you have any questions, feel free to post below.
Sarah
How do I set up. Direct debit to pay my credit card? There is nothing on the app or on my online account to tell me. The FAQs tell me to select Direct Debit but there is no text about it. -
26-05-22, 10:01KellyT
Hi @Clara, thanks for getting in touch. Are you using the Mobile App or Online Banking? Please let me know and I'll be able to explain the steps to get this set up.
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31-05-22, 12:12Gazwj
Guys i just got an email saying that “now i can use my card for spending without getting interest”
that’s always been the case, and the email is just very misleading like you’ve done something when this is just how credit cards work…
_________________________________
Good news – you now have a new option for interest-free spending.
Hello,
We’ve updated how we charge interest to make your credit card more flexible for spending. If you have a 0% interest rate on a balance transfer or money transfer, you can now spend on your card without being charged interest.
What does this mean for me?
You can start using your card for purchases today – if you’re not doing so already. As long as you repay your purchase amount in full and on time every month, you won’t be charged interest.
You’ll see how much you need to pay to avoid interest on any purchases on your monthly statement. And just so you know, if your purchase balance is less than your minimum payment, you only need to make the minimum payment shown on your statement. -
02-06-22, 10:30KellyT
Hi @Gazwj, this is a recent update that previously wasn't available if using the credit card for both purchases and a 0% transfer option.
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27-06-22, 12:52TLA
@sarah_d How do you speak to customer services as a real person? None of the options fit my query and it only seems to direct to community which seems a bit ridiculous. Real person? Real query - help please?
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28-06-22, 10:14JoeC
@TLA If you're calling our Credit Cards team and none of the options seem to suit your query, please just select option 0 and this will get you through to speak with one of my colleagues on the phone.
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16-08-22, 18:44cf23l
Hello is anybody there from Tesco bank credit card. It is impossible to get in touch. I got a new credit card but no PIN was sent out so couldn’t use it cos no Tesco messaging service online and they won’t answer the phone. My partner applied for a Tesco credit card then gets letter telling her to complete application over phone cos they needed a home telephone number. No answer after 1.25 hours ringing. Impossible to communicate with Tesco bank
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09-11-22, 11:33Steve61
@sarah_d Hi i am a bit dissapointed with the communication after filling a reclaim form and sending off online for an amount that was doubled charged by the seller who failed to my responses. I have had no answer to say the form has been received or any other information since to say how the case is going against the seller all I know is that it can take up to 45 days but may be earlier or later so just sitting here in the dark as candle has run out is not very helpful.
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10-11-22, 11:52CarolineD
@Steve61 I'm sorry to hear this. So, we can check this for you, please send a private message to @Tesco-Bank using this link.
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29-11-22, 13:48TMChor
Thanks to Michael.
Just spoke to Michael enquiring about interest added to my credit card, down to a 10pence typo.
He arranged a refund of the interest, which was a pleasant surprise, so I will be passing forward the goodwill gesture and donate the £45 to my local food bank. -
01-12-22, 15:53AmyM
@TMChor thank you for letting us know that you got your query sorted! That's such a lovely gesture to pay that goodwill forward, what an excellent idea!
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03-02-23, 22:36johnklutz
@sarah_d
Please introduce a feature where Tesco Bank will send a notification email a few days before it reports the credit card balance to credit reference agencies. The email should prompt the customer to pay down to below 25% of the credit limit. For example
Dear Sarah
Your current balance is £150. We will report your balance to Equifax on 1st Feb 2023.
Please ensure you pay at least £125 before 27th Jan 2023. Thank you -
04-02-23, 17:58KellyT
Hi @johnklutz, I've replied to your other post now.
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20-03-23, 14:53Jan15
Had an unpleasant experience with an agent over the phone. He was very rude because i cant understand what he was saying. I hope you improve on it
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21-03-23, 10:18RobbieT
Hey @Jan15, sorry to hear about that! So we can look into this and raise feedback, can you please send a private message to @Tesco-Bank using this link?
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25-04-23, 13:43tom1950
Hi Just wanted to say how very helpful the telephone staff are! i spoke to taylor in glasgow office, so friendly and patient and polite, talked me through installing my insurance app for my iPad . A credit to your company! I hope she gets to see this post.
Tom martin -
26-04-23, 08:58KeiganM
Hi @tom1950, this is great to hear! I'll make sure you're kind words get passed over, take care.
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26-05-23, 08:51Ingriddavidson
@sarah_d
I have received a letter telling me that I may be eligible for a credit card limit increase with instructions on how to apply however, when I have logged onto the online banking and the mobile banking app there is no 'Account Management' selection for me to apply. Can you advise on how I would request the increase please?