As we've outlined above, I'm afraid we have a lot of claims to get through and we will get back to you as soon as possible. Apologies for any inconvenience - Ainsley
Thomas Cook
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01-10-19, 16:11Tesco-BankRe: Thomas Cook
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01-10-19, 18:37PotentialRe: Thomas Cook
Ainsley please instead of eating couscous and szechwan rice can you please process our refunds
Ps: sorry Ainsley I couldn't help it -
01-10-19, 19:17GhostWalkerRe: Thomas Cook
Has anyone reading this forum actually heard anything from Tesco regarding a refund, apart from the generic 'waiting for guidance' emails ?
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01-10-19, 21:26pleasantRe: Thomas Cook
wrote:
Has anyone reading this forum actually heard anything from Tesco regarding a refund, apart from the generic 'waiting for guidance' emails ?Nope. It was the 'waiting for guidance' at first. Now it's 'there's a lot of claims'. 2 questions:1. Will the 'guidance' that Tesco Bank received on £0 September be published for us all to see?2. Will the number of claims received by Tesco Bank be published for us all to see? There can't be many claims that still haven't been made, given all the publicity, so a number of claims received so far shouldn't be too far off the total. -
01-10-19, 21:48pleasantRe: Thomas Cook
That should of course be 30 September...
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02-10-19, 06:12CorrieRe: Thomas Cook
I’ve not heard anything other than the generic email. Find it strange that no one from Tesco Bank can confirm they have started processing claims. It’s a simple question with a straight forward answer. Either they’ve started processing claims or there’s something else going on they are unwilling to tell us.....their lack of answering this question is beginning to get me seriously worried!
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02-10-19, 07:25Tesco-BankRe: Thomas Cook
Hi , we're working hard to process the claims and will be in touch as soon as possible. As we've received a large volume of claims, we don't have a timescale for this at the moment, I'm afraid. Sorry for any inconvenience - Chris
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02-10-19, 07:35JintymacRe: Thomas Cook
Hiya,
This is what we received from Tesco on Monday 30th........
So it looks like it will be ATOL doing the refunds if you are ATOL protected and banks if you're not.
Need to wait until 9th Oct for online claims forms with ATOL now......
'For ATOL protected bookings, customers are entitled to make a claim for a refund via the ATOL scheme. The Civil Aviation Authority (CAA) has advised customers with ATOL protected bookings to make a claim directly, not with their bank. Customers can do this by following advice on the ATOL page of the CAA website.
If you have already submitted documentation to us for ATOL protected trips, please follow this guidance, as Tesco Bank will be unable to continue with your claim.
For non-ATOL protected bookings, customers are not entitled to make a claim for a refund via the ATOL scheme, and the CAA has advised these customers to contact their bank for a refund.' -
02-10-19, 08:57Captain_CutlassRe: Thomas Cook
The process for refunding ATOL and non-ATOL bookings hasn't changed since last week. Tesco Bank are deliberately dragging their heels, presumable hoping to weasel their way out of meeting their section 75 liability. They continually trot out the excuse that they have a large volume of claims, but refuse to quantify how many they have or how many they have settled already (I'm assuming none). I've been a customer of Tesco Bank for almost 20 years and I'll be closing my account with them when this matter is finally resolved due to their handling of this. I’d suggest they start providing the customers with real answers instead of leaving it to junior staff to send out vague and meaningless replies to our questions.
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02-10-19, 09:29annstann1Re: Thomas Cook
Ok. So I’m just off the phone to disputes team and apparently a new team is currently being trained to deal Thomas cook refunds only. This training is going to take a week then they’ll start to look at customers claims. JOKE
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02-10-19, 09:43YNWARe: Thomas Cook
Whilst I feel very sorry for the staff and holiday makers, there has not been much said regarding Thomas Cook Sport Packages.As these are expensive and can cost as much as a holiday, could you update me as to what’s happening with refunds for these as I have two separate packages booked. Thank you.
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02-10-19, 09:59JL3Re: Thomas Cook
We have our flights on our current credit card statement. Payment due by 9th October. If we don't pay this due to waiting for the refund from you (section 75 sent a week ago) will we get charged interest? Paid the rest of the bill not flight amount.
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02-10-19, 10:00RossMRe: Thomas Cook
Hi , these will be reviewed by our team like any other section 75 claim - Ross
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02-10-19, 10:03RossMRe: Thomas Cook
Hi , you should use your account as normal and make any payments as requested on your statement.
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02-10-19, 10:09JL3Re: Thomas Cook
So we will get charged interest then
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02-10-19, 10:14RossMRe: Thomas Cook
Yes that would be correct , until the claim is resolved then the accounts will run as normal.
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02-10-19, 10:23pleasantRe: Thomas Cook
wrote:
Ok. So I’m just off the phone to disputes team and apparently a new team is currently being trained to deal Thomas cook refunds only. This training is going to take a week then they’ll start to look at customers claims. JOKEOh, you are kidding me!Why does it take a week to 'train' someone to settle a Section 75 claim? There's only 4 things for them to look at.1. Name2. Post code3. Invoice4. Last 4 digits of credit cardThe whole process should take 5 minutes maximum from picking up the claim to processing the refund and emailing the customer. By my reckoning, one person could have settled over 500 claims by now!It's ridiculous! -
02-10-19, 11:00IanW74Re: Thomas Cook
In a similar boat to everyone else here.Submitted all my paperwork on Monday 23rd but other than the automated replies, I've heard nothing back.Had to book new flights for our summer 2020 holiday at the weekend, as I was worried either (a) the prices would go up or (b) the longer we left it, we might not have been able to even get suitable flights. Looking at the replies, if the refunds aren't processed quickly, I'll now be stuck paying interest on the new flights, despite the fact that I paid the original ones off instantly.As this community seems to be the only place that any updates at all are being provided, I guess I'll have to get used to checking it daily and hoping that someone confirms the refunds have started being processed. Ian
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02-10-19, 16:05GhostWalkerRe: Thomas Cook
Day 9 no direct contact from Tesco re my claim and no official generic update to every claimant telling us what is going on or how long we may have to wait.
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02-10-19, 16:44Tesco-BankRe: Thomas Cook
Hi there, if you’ve logged a claim which is ATOL protected, we've just received an update which advises that customers need to log their claim with the Civil Aviation Authority, and we can't process these claims. If your claim is not ATOL protected, then no further action is required, and we will be in touch when your claim is processed. I'm afraid, due to the large number of claims we have received, we do not have a timescale for this at the moment. Hope this helps - Nigel
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02-10-19, 17:36GhostWalkerRe: Thomas Cook
The 'ATOL protected' statement has been the guidance since Thomas Cook went bust on the 23rd and is nothing new. Most of the people posting here are claiming under Section 75 of the Consumer Credit act because they purchased unprotected flights.
The lack of official updates from Tesco Bank is frustrating everyone. First to be told via generic email that you are awaiting 'Industry guidance' on the 30th and then to be told that the guidance says non-ATOL protected people should submit a section 75 claim.
As far as I can tell, from the responses here, we are at day 9 and no claims have been processed.
An official email from Tesco Bank to all claimants advising of the current status and time scales is well overdue.
Many people are now carrying replacement flights on their credit cards and need to know when they are likely to get refunds. I would suggest any interest charges incurred due to slow refunds could be claimed back as part of the section 75 claim - thoughts anyone?? -
02-10-19, 18:02pleasantRe: Thomas Cook
It would be nice if Tesco Bank gave more info on this.They surely must know how many S75 claims have been received and how many have been processed. Or have they just been sitting on these claims for whatever reason? Someone earlier said that they are recruiting a new team to look after Tomas Cook claims and that their training will take a week! This begs the question: does no-one in the current disputes team have any experience in dealing with S75 claims? I find that hard to believe. Have they been busy dealing with claims since 23 September? If not, why not?The udated news page has this to say about the timescale of refunds: 'Due to the number of customers affected it may take us slightly longer than normal to process your claim but we will be in touch when we have an update.'So, Tesco must know how long it usually takes to progress a claim. What is this time period please? And what is 'slightly longer'? A day? 2 days? A week? A month?Please any information would be gratefully accepted by all concerned on here. Instead of this fobbing off nonsense.
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02-10-19, 18:30CorrieRe: Thomas Cook
Here are the telephone numbers for the financial ombudsman 08000 234 567 or 0300 123 9 123. I am planning on phoning them tomorrow to complain about Tesco Bank and their refusal to answer when they will refund us or indeed confirm they have started processing claims.
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02-10-19, 18:38pleasantRe: Thomas Cook
wrote:
Here are the telephone numbers for the financial ombudsman 08000 234 567 or 0300 123 9 123. I am planning on phoning them tomorrow to complain about Tesco Bank and their refusal to answer when they will refund us or indeed confirm they have started processing claims. Thanks Corrie. That's useful information. -
02-10-19, 20:34IanW74Re: Thomas Cook
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Let us know what they say. Happy to give them a call myself if there's any benefit in multiple calls to them about this.
Not looking for any special treatment and appreciate that claims are being dealt with in the order of receipt, but surely some kind of timescale could be communicated to put people's minds at rest.
Ian -
02-10-19, 21:31CorrieRe: Thomas Cook
Totally agree and will update after I’ve spoken to them.
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03-10-19, 07:51Tesco-BankRe: Thomas Cook
Hi, I’m really sorry that we’ve not been able to give the information you’re looking for. I can confirm that we have started to process the claims we’ve received and will continue to work hard to progress them as quickly as we can. All valid claims will be paid and we’ll keep you up to date with how we’re getting on. If you’d like us to have a look at your own claims, please private message us at Tesco-Bank with your full name, DOB, postcode and email address and we’ll see if we can get a timescale for you.
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03-10-19, 08:16CorrieRe: Thomas Cook
Thanks, I have private messaged as requested and expect a speedy and satisfactory answer as to when we will be refunded. I did phone the ombudsman prior to this message being posted and they have passed my details on to the dedicated Thomas Cook team. I will hold off escalating this further with them until I get your reply.
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03-10-19, 08:21GhostWalkerRe: Thomas Cook
I've also PM'd my details. Also, please confirm that refunds will be returned to a nominated bank account and not our credit cards
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03-10-19, 09:07Tesco-BankRe: Thomas Cook
Hi , I can't see your private message with your details. Could you please make sure you are logged in and send the message again to Tesco-Bank? - Christina
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03-10-19, 09:17annstann1Re: Thomas Cook
I have also pm my details.
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03-10-19, 09:23CorrieRe: Thomas Cook
Thanks for letting me know - hopefully that’s it gone through now
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03-10-19, 09:46ClosetchimpRe: Thomas Cook
Pm'd as well
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03-10-19, 10:34pleasantRe: Thomas Cook
I too have sent a private message.
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03-10-19, 12:03jontyhunterRe: Thomas Cook
Hello, We have a holiday booked with Disneyland Paris, through Thomas Cook. They are being really slow in answering us, regarding the status of our booking and whether we should make a claim for the money back. We were holding off making a claim until we heard, but is there a finite amount of time for us to make a claim on our card? Thanks
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03-10-19, 12:39RossMRe: Thomas Cook
Hi , the general timescale is 6 months. However, we can investigate claims made outwith this period.
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03-10-19, 12:43pleasantRe: Thomas Cook
Hi jonty It depends whether your holiday was 'ATOL protected' or not. You would have received an ATOL certificate shortly after you booked your holiday if you were covered. If that was the case, you should make a claim from the Civil Aviation Authority which runs the ATOL scheme. They will be launching an online refunds system from 7 October.If you weren't ATOL covered you should make a claim against Tesco Bank giving the information listed on the News home page. I would do this asap as you'll join the queue of claimants and Tesco have no idea how long refunds will take to be made.Hope this helps.
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03-10-19, 14:17IanW74Re: Thomas Cook
Sent a PM as requested this morning, and I've had a reply back confirming it's been passed to the relevant department, and I'll be updated again. At least things are moving. Ian
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03-10-19, 16:54GhostWalkerRe: Thomas Cook
Hi @jontyhunter, when you say 'They are being really slow in answering us' do you mean Thomas Cook, the CAA, ATOL, Tesco Bank? Only Thomas Cook won't respond, they have gone bust! As previously advised, you need to contact ATOL to obtain a refund.
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03-10-19, 18:05helenamaryRe: Thomas Cook
Silly question, how do I message on here? Can't work it out!