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to advise you that Tesco are liars and have stolen my money....

(159 Posts)
SweetSeraphim Thu 22-Nov-12 19:46:09

A warning for you all.

My card was declined on Tuesday night in Tesco, which I was puzzled about, as I knew I had the funds. Luckily my partner was with me to pay whole I stood red-faced at the till.

Once I got home, I discovered that they had actually taken the money from my account, to the tune of almost £100.

I called the store within half an hour of getting home, and nobody would help me. I tweeted their customer care team, who were great on Twitter, but 2 days later, and they still have not returned my money.

My bank have told me all the details that Tesco need to fax them to get the money released - I have told the various people that I've spoken to, all of this information, yet still, they will not help me. They have refused to provide the information required, promise me calls back that I don't receive, and are completely useless.

I've spent more than £20 on phone calls to them trying to sort this out, and still my money has not been returned to me.

SweetSeraphim Thu 22-Nov-12 19:47:48

It's a few weeks before Christmas, and I am almost £100 down in my account. Nobody cares.

Please be careful. I am beyond furious at this, and there is quite literally nothing I can do.

greeneyed Thu 22-Nov-12 19:49:13

They've got a facebook page, imagine your comments would get noticed quite quickly on there, though they are quite swift at removing stuff they don't like.

StickEmUp Thu 22-Nov-12 19:49:37

Message withdrawn at poster's request.

There's plenty you can do. Send a letter, give them 7 days to pay then sue online in the small claims court and claim for your phone calls too.

Seriously, wouldn't it be a pleasure to do it?

HecatePropylaea Thu 22-Nov-12 19:49:55

Have they taken it or reserved it? if they've reserved it (eg balance £400, available £300) it gets released automatically back into your account in the end. No help to you now, of course, but if it's that, I don't think it's that you'll never get it back.

Not sure what you can do to force them to deal with it now, or what to do if they've taken rather than reserved it, but I am sure someone will come along who does know.

Wish you good luck with it, anyway!

FredFredGeorge Thu 22-Nov-12 19:50:05

Why are you spending so much time? You simply report it to your bank as a fraudalent payment that you did not authorise. It's not your job to chase tesco.

DameEnidsOrange Thu 22-Nov-12 19:51:13

Wow that is disgraceful, how can they get away with it?

I wonder if we need to all keep posting TESCO ARE SHIT to see if their internet searchy things find it and resolve it for you

HecatePropylaea Thu 22-Nov-12 19:51:54

oh, sorry. Clearly didn't understand the situation blush it was in-store, so has been taken and def not just reserved.

if you have the debit showing from your account, and your partner's debit from his account, it will show two amounts at the same time on the same day and they'll be able to see something isn't right here. They should be able to see what was bought too, surely.

SweetSeraphim Thu 22-Nov-12 19:57:24

They're holding it, and won't send the correct info to the bank to get it resolved. The bank won't release the money back into my account without this information.

I am so frustrated. I have spent what seems like hours on the phone over the last couple of days - they are now telling me that it could take up to 10 working days to process, but this is never going to happen without them sending the correct information, is it?

I could weep with fury.

SweetSeraphim Thu 22-Nov-12 20:00:24

They've admitted the error Hecate - they just won't give me my money back until they want to. When it first happened, the manager of the store wouldn't even speak to me.

SweetSeraphim Thu 22-Nov-12 20:03:13

FredFred - the bank have really tried to help, but they can't do anything until Tesco do their bit. And they won't. They need to provide the 16 digit card number on a fax to the bank, and say they will not do this for 'my security'.

SweetSeraphim Thu 22-Nov-12 20:06:14

greeneyed - they promise the world on Twitter, but do not deliver, trust me. The Twitter people are the same people you speak to on the phone, and they just do not help.

I've warned them on there that I'm starting this thread, by the way grin

Rudolphstolemycarrots Thu 22-Nov-12 20:06:57

Go in in person? Ask to see the manager and insist they return the money then and there. If they fail to do that stand outside with a huge sign saying 'tescos stole my money, now I don't have any money for Xmas'

small claims court?

Rudolphstolemycarrots Thu 22-Nov-12 20:08:41

Or go above the local tecso shop manager. Email the central UK tescos office and copy in the local store manager.

IwanabeDebtFREE Thu 22-Nov-12 20:08:41

personally, I'd go back to the store with my card and camp out at their customer services until they refunded it, generally making a nusiance of myself

DangerousMouse Thu 22-Nov-12 20:10:01

This has happened to me, the transaction for £60 was declined, I asked them to try again and it went through, I later found out they had taken the £60 twice. My bank were able to reverse the transaction and I didn't have to deal with tesco at all.

penguinplease Thu 22-Nov-12 20:13:39

I had similar last year.. I went back to store & they were rude, no eye contact, no apology and talking with each other about socialising when I was stood waiting.

I kicked up a right fuss, its amazing how quickly that manager who refuses to see you will come down when you start telling other customers and shouting loudly...

..said manager is still a slime bag who I regularly see and smile sweetly at, oh and I always pay cash!

don't take their excuses or dithering. Its your money, not theirs. Tell them you will go to the local paper (even if you won't or don't want to)

Bombard their twitter feed, fill up the fb wall. Do whatever you have to do.

KenLeeeeeee Thu 22-Nov-12 20:18:42

They did this exact thing to me last year, to the tune of nearly £200. It t

SoftKittyWarmKitty Thu 22-Nov-12 20:18:42

Tweet this thread OP, hash tag Tesco and @tesco (I assume this is their twitter name). It will be picked up and retweeted.

KenLeeeeeee Thu 22-Nov-12 20:20:51

Sorry, iPhone fail!

ahem

It took me almost a week to get the money back, but it did happen eventually. Good luck, OP. Get on their Twitter & FB pages. Seems to work faster than trying the customer service guys hmm

itsatrap Thu 22-Nov-12 20:28:08

Same happened to me a few years ago with an online shop. They took the money twice, I only found out when I went to boots the following day to buy formula and my card was declined, after checking my online banking I saw what had happened and called them.

No apology was offered even when I explained I couldn't buy formula, they said they would refund money within 5-7 working days!! I know full well they could do an immediate transfer, but in my hormonal state I just dissolved into tears and hung up. I don't shop at tesco now.

I'm sorry this has happened to you op, right before Christmas, I really hope you get it sorted soon. Sorry no advice, just wanted to share my story of tesco shiteness!

MrsBW Thu 22-Nov-12 20:30:39

YANBU to be cross but I work in IT for a major retailer so can I just add one other point of view?

If they are not providing info to your bank, it's out of order and you should speak to the Store Manager. To get that sorted. If they won't help, ask for their bosses name and so on and so forth.

But once Tesco sends the refund, be aware it may take a few days to credit your account..that isn't their fault.

If you thing they're spinning you a story blaming their 'systems', message me and I'll try to translate any geek speak if it helps.

Hope you get it resolved.

FredFredGeorge Thu 22-Nov-12 20:36:51

Your bank is lieing to you - just tell them it's a payment you did not authorise, it's not your job to chase it. Whilst you may be having bad customer service from Tesco, you're also having it from your bank, don't stand for it - but you should deal with the simplest - which is your bank.

www.fsa.gov.uk/Pages/consumerinformation/product_news/banking/know_your_rights/solving/index.shtml

Themobstersknife Thu 22-Nov-12 20:39:09

How rubbish! I think the same as FredFred though. If you dispute the transaction with your bank, they should chargeback the transaction and then a case will be opened between the bank and the retailer on your behalf. Good luck!

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