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

[SweetSeraphim]

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.

As I said above it is the banks fault not the shop.

Tesco told me originally 3-5 working days. I said that wasn't good enough. Now they're telling me 7-10 working days. I will always fight my corner with these kinds of things, but fight a you want, if they don't want to help you, they just won't. Hope you get yours sorted with Asda, Schro

Sorry bruffin but I disagree. It's Tesco that haven't called me when they said they would. It's Tesco who have faxed my bank completely incorrect information, despite me being the one to find it all out for them. It's Tesco that have lied to me, firstly telling me that they faxed my bank at 10am, when they didn't, and secondly telling me that they're not allowed to fax my full card details to my bank. My bank deal with hundreds of these things every day - other retailers adhere to it, why can't Tesco?

Thanks, you too.

I just went on to their FB as I was going to post on there and ask but you can't message or post.

I know you can with Tesco though and have had issues resolved very quickly on their FB, you should give that a go.

Gosh terrible. Is it only Tesco this has happened with? (Seem to be a surprising number of Tesco stories on here).

Saintly No, it happened to me at Asda last night. Apparently it's very common if you remove your card even a split second too soon. It will take the money but not register it as being paid, so you need to pay again!

I think I've given them enough of a pasting on Twitter! But if I don't get the phone call at 9am that I've been promised, I shall do so.

Asda as well? No wonder the supermarkets are raking it in if they keep money and make a bit more interest all the time.

I work with big businesses and they are always terrible at paying they just never care that they have your money.

Local paper? Even national?

I'm happy to praise where it's due as well, you know! But this has got to a farcical point, and I'm really cross at the way I've been treated.

I don't like doing it on Twitter, I normally have to complain in about 10 messages because there isn't enough room! :o

It's the same team that work Twitter and FB I know because they sussed it was me sending them messages on both and told me just to use FB and not both... :o

Saintly Well, when I spoke to them in Asda when it happened they were acknowledging it had happened but it was my fault for taking the card out too early. We didn't even get an apology, just a "nothing we can do".

Funny, maybe I would pay more attention if there was a sign saying that would happen! I thought the worst that could happen when you do that is it simply doesn't go through.

I don't bother with ANY of their insurance either since they mucked up my no claims bonus and made my car insurance go a lot higher! They blamed it on changing underwriters and wouldn't investigate or return my calls when promised. S**t company who take you for a ride

Right, you are doing the right thing but tesco don't need to give the bank anywhere near the amount of information they're saying they do.

All they need to do is get their payments department to fax the transaction code to the bank on the designated number.

Most of the time the reason this doesn't happen is because the average level customer service rep won't have a clue how to do it.

You are absolutely right that the transaction has not been put through the funds are just on hold.

They will be released automatically by the bank in 7 days if tesco don't claim them. However if tesco fax the transaction code to the bank they can release the funds straight away.

First thing in the morning call the tesco call centre, ask for a manager and tell them that this is what they need to do. If you are not completely confident that the manager you're speaking to understands what he needs to do then ask for his manager. Keep doing that until you get someone who knows what they're talking about.

I know how frustrating it is but the staff in the call centre genuinely won't have a clue how to do this.

Good luck, if you want any more help just let me know.

Thanks Randall - but how would I be confident that they know what they're doing? I've already trusted them for 2 days, and they've really let me down. They sent my bank a completely incorrect authorisation code,and only faxed half my card number. Apparently they are only allowed to fax the first 6 and last 4 digits for security reasons. My bank have told me that is complete bobbins.
After all these calls back and forth, you would think a manager would have taken ownership of the issue, but nobody has.

And every time I call them, it costs me about a fiver. How is that fair? And why am I having to chase them when it was their error?

I do appreciate your help and advice though, honest!

But it is not tesco holding the money OPEN and saintly it is the bank and they will release the money anyway without the info.
A customer if ours paid for a car the card was declined. The bank had hold of over 10,000. The money came off the customers account but we didn't have the money either so couldn't release the car.
,

It's ok, rant away, I can take it

You shouldn't have to be chasing it at all but unfortunately I have never come across a member of front line staff that knows anything about this process.

Shit but true.

It's a back-office procedure that the advisor won't have the means to do themselves and it's very doubtful they know how to send the request to the right department to actually do it.

The bottom line is it's a bit of a faff so companies can't be bothered doing it.

If they dick about for a bit the funds get released in the meantime and the customer is non the wiser. In fact with any luck the customer will blame the bank anyway so they escape completely.

As you can tell it's rather a common issue!

Wish I had better news but I'd rather be realistic.

Oh okay. It's still pretty poor service though

So in that case Randall, why not tell me the truth? I work in customer service myself, and will NOT lie to the customer, I just refuse. Because I know how much I hate being lied to.

So we're now 3 days down the line, and I still don't have my money.

Will they call me at 9am like they've promised? Let's see, shall we?

Wow. Op. What a headfuck. I have no advice. Just sending positive vibes that it gets sorted out ASAP.

I assume you won't be shopping with them again ??

Now you've involved the bank I'm not sure how it works, but if someone came into my store with two statements for exactly the same amount at the same time I would refund on the spot. I always have done. as to why this would be a problem anywhere.

I assume you won't be shopping with them again ?-
Why its not Tesco fault it's the banks fault, I would be changing my bank account.

Tesco is shit. The food is shit. The service is shit. Shit shit shit.

Try using www.saynoto0870.com to find a landline number to call them on, you don't want to be paying a phone bill for their mistake! Sorry no other advice just best wishes