IF you’re a Tesco Bank customer and you’re having trouble paying bills or viewing your account due to an outage, we explain what to do.
It comes as hundreds of people who are customers of Tesco Bank were left struggling to access their money this morning.
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Issues started around 10am today, according to Downdetector, and affected both online and mobile banking services.
Customers say they were unable to view their credit card accounts.
Tesco Bank no longer offers current accounts after closing them last year.
It comes as widespread branch closures are being made by banking giants like Lloyds, HSBC Natwest and RBS.
That’s made it more important than ever for Brits to be able to access their cash online.
How can I check if Tesco Bank is down?
Tesco Bank does not appear to have a dedicated page on its website where you can check if there’s been a service crash.
It said in instances of unplanned outages, you will get an error message in your app saying that something has gone wrong or that it has been unable to connect you to servers.
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It said you should close the app and try logging back on later in the day.
But there are other ways of checking if there’s been a technical issue at the bank.
You can also check websites such as Down Detector, which tell you whether other people are experiencing problems with a particular company online.
It’s also worth checking out Tesco Bank’s social media pages to see whether it has released a statement about the outage – or see if other customers are posting about access issues too.
Can you claim compensation for outages?
Unlike telecoms companies, banks do not have a fixed compensation scheme for service disruption.
However, depending on how much it has affected you, you may be entitled to some money back.
It is worth gathering evidence of your problems so you can make a formal complaint to Tesco Bank.
Try to make a note of when you were unable to access the website or app, plus any costs you incurred as a result.
If your credit rating has been affected by a service outage, because you got a late payment fee after being unable to make a transaction, for example, you should also keep a record of this.
If you spoke to anyone to try and resolve the problem, make a note of their name and when you spoke to them, as well as roughly what you discussed and what they advised you to do.
Look on Tesco Bank’s website for details on how to log a complaint – you can do this via phone, online chat, email or post.
What to do if you can’t access your money
If you can’t access your money and you need to urgently, here’s what to do:
- Visit your local branch as soon as you can.
- If you can’t get there, or it is closed, call your bank and ask for its guidance on what to do.
- If the bank’s phone services are also down or busy, try contacting your bank on social media to ask what to do. But remember: don’t ever share your account details over social media.
- Try to do this on the day the problem arises so you can show you made every attempt to solve the issue.
- If you still can’t access your money, begin gathering evidence for a complaint.
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