Absolutely shocking company. I wish I had read these bad reviews years before opening a credit card account with them... Do not even deserve 1 star as others have said.
I was in an ongoing complaint about how I had no notification about owing them money. It was a year and 8 months later and I only found out then when there was interest and they had defaulted my account and passed a debt I didn’t know I had onto debt collectors who have been hounding me. After calling Tesco furious and in shock, I was told they tried to send letters to an address I wasn’t at and their process can’t email. How ridiculous that they would let their loyal customers feel like this and put them in a position of financial difficulty. I had to call back several times and was kept waiting and receiving letters from a debt collection service before my complaint had even been resolved!!
They did not think to email me on the address held on file in all of that time and instead assumed I was ignoring them, defaulted my account (without me knowing), ruined my credit score and passed my details onto debt collectors! Incompetent staff and managers are none the wiser.
I’ve never missed a payment in my life, nor am I irresponsible with my money. The lack of customer empathy and service was disgusting. I expected more from a big company like Tesco. If I had known I had this debt (I paid my last payment and put the credit card to the side - a unauthorised payment came out after without my knowledge) I would have been able to either pay it or query it immediately. However the effort was not made to contact me in an effective way after so long.
The call handlers offered no resolution or understanding and I have had to go through a debt company with a damaged credit score because of their lack of service. Did not accept any responsibility or resolve my complaint. As a former employee for a big Successful financial company, I can tell you that this Tesco Bank is extremely poor.. from their policies, to their staff.. Staff need to be trained on people skills, their complaints policies need to be revised and improved and the company needs to read these reviews in order to improve their service otherwise they won’t last long..
Will be taking this to the Ombudsman service and FCA. As a loyal customer, I am absolutely appalled and disgusted by the service I have received today and will never use Tesco Bank again.
Reviewed on: 25th June 2020
