Tesco Personal Finance Internet Saver Review

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★☆☆☆☆
1.1
13.0% of users recommend this

Guest's review of Tesco Personal Finance Internet Saver

“I opened a Tesco Bank Internet Saver account here...”

★☆☆☆☆

written by on 14/09/2010

I opened a Tesco Bank Internet Saver account here about a month ago, after moneysavingexpert.com had it listed as the best return at the time.

I filled in online application, sent my cheque off and about a week later received confirmation of the account being opened and account numbers etc. So far, so good.



The next step was to register online, as this account can only be managed online. When I tried to log on, I kept getting disconnected from the site, so I called customer support. They couldn't tell me why I couldn't access the site (I have since found that lots of other people have had the same problem, their servers have issues with various browsers like Firefox, but Tesco didn't tell me this). The call centre advisor set up a customer number and I chose a security number while I was on the phone, I was told a registration code had to be sent to me before I could go any further.

10 days later, nothing had arrived so I called again. They couldn't work out/tell me why I hadn't been sent this code, and assured me that it would be sent out straight away.

Another 10 days with nothing from them, I call the online helpdesk and explained the problem. Firstly, I was told to try logging in again later. I told him I'd been trying unsuccessfully for three weeks and a registration code, that should have been sent to me twice, hadn't arrived. He put me in hold then came back a few minutes later telling me my code hadn't been sent to me because I'd 'failed security' when I'd previously called. Seeing as no-one I'd spoken to, in the two previous phone calls I'd ever made to them, had told me that I'd failed security questions (the first time being when I actually set up my security details), I disagreed with the call centre advisor. I'd always had my various details to hand when I'd called for reference. He told me I was wrong and arrogantly would not accept any differing point of view.

At this point, I'd had enough and told him I wished to close the account. Instantly, I was put through to someone else, who told me 'because I'd failed security, I couldn't close the account over the phone'!

I tried to explain to her what had occured, she said I needed my registration code before I closed my account, the same registration code that I'd been trying to get Tesco Bank to send me since first contacting them.

Realising I wasn't happy with the service, she told me I could speak to their Customer Care dept, but they would have to call me 'sometime over the next 2 days'.

Up until now, there has been no contrition, no apology, no attempt at customer retention, just indifference.

If they do get in touch, I'll post again, but have a feeling this isn't going to be easily resolved.



So, good points - apart from one individual, the call centre staff answered quickly and mostly tried to help (I never have a go at the person on the phone, they're usually at the bottom rung of the ladder in these institutions, it's not their fault), though they didn't actually do any good for me.



Bad points - website doesn't allow me access, at least one very rude and arrogant call centre advisor, clearly there are serious problems with the IT at their end too, but they don't admit anything is wrong, and have comprehensively failed to help, to the point that I'm getting my money out as soon as possible.



In conclusion, avoid, avoid, avoid!

  • Value For Money

  • Easy Access

    Type Of Account

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