I was told three days ago that we would be refunded on 21 November. And that we should wait a couple of days, which we have done. Still no sign of the money. We're assuming it will be refunded to my credit card. Surely, Tesco Bank realise it's coming up to Xmas and people NEED this cash at this time of year?!?! Or maybe they don't. Maybe they really don't care about their customers.
I have now gone to press, so clearly I was lied to as apparently the 20th when I was promised I would receive my refund was “just for customers who only claimed for a flight”. I was told by your agents when I first queried what to do after the collapse to claim back the cost of the visas I purchased to travel to Egypt with Thomas Cook as they clearly related to the claim as I could no longer travel there and therefore they formed part of section 75. This I did on your advice.
On Saturday I chased yet again and was told “looking at the system” that I would get my refund on 20th Nov, now I’ve been told due to the visas you have “no timescale” for my claim! I’m owed over £1500 that is sat there on my card causing my credit history to spiral downhill, quite frankly the £83 on visas are least of my worries right now. Please reinburse my flights and baggage fees by return as I’m so stressed by this whole situation, I’m not sleeping and need this resolved now, not to be told you have “no timescale” do you not realise how distressing this is to your customers??
Hi @DanielT29, I'm sorry you've not heard from us yet. If you search Tesco-Bank as a user and click on the profile, you'll be able to send us a private message and we'll be able to take a look into this for you - Caroline
Finally got through to a human being on the phone, although I paid through my Tesco card and was told to claim through Tesco to get the refund I've now been told that they haven't bothered processing my information and tried to calling me once to confirm this although I've sent several emails. I now must claim directly through ATOL and will probably have to wait another 60 days. Absolutely disgusting behaviour from Tesco not to bother ensuring I was aware of this, if anyone else is in the same position please go through ATOL straight away as Tesco are not bothering at all with this and are happy enough to take our interest every month. As soon as I receive my refund, I’m paying off my account and moving to a new credit card provider.
I'm sorry to hear that, @DanielT29. The original post on this thread advises customers to claim through ATOL, and only to email us if you didn't have ATOL protection. I'm really sorry this has made you want to close your account - Caroline