Hi @PSR, as per our conversation via direct message. We've passed on all your comments to the appropriate case handler dealing with your complaint. You can find full details about our complaints procedure using the following link.
Hi Ross, I appreciate this has been passed to the case handler dealing with the complaint But isnt the promised call back still a separate issue from the complaint handler looking at why the call back hasnt been made as promised i.e. if a call back has been promised than that call back should still take place at "some point" in the future, regardless of whether it was not made at the "specific time frame" assured - hence a complaint registered...where has the call back request gone,... into thin air? Im still waiting - its now 240 hours later
I've checked with my colleagues and they will be calling you back soon. From checking with the person you had spoken with originally, they've apologised and said that the timescale they advised was incorrect. The team that will call you work through their calls in the order they're received, so sometimes it can take longer than usual. This has been impacted by the relaunch of the Tesco Current Account and I'm sorry that you've been affected by this. I've updated the notes on your complaint to reflect this.
Scott W The timescale advised was incorrect as you advised - but surely ANY call back cant be 264 hours later (and still not made) No one says turnaround time for a call back is going to be minimum 264 hours later ? Do they? Even if they advised a wrong call back time, that ought to have been made by now, surely? Also lets not forget that I was the one that called you (and that is TWICE) because you have called me. The "re-launch" of the current account - well I am sorry YOU SHOULD HAVE BEEN PREPARED - you had a 2 month break to get your act together so you ought to have been "prepared" - I know of no company that has taken a 2 month because they cant cope, to re-open and find that they still cant cope Also, and finally - my application was made through secure / internet online banking even BEFORE it appeared on the general website so my one would have been the first of all applications and ought to have been dealt promptly and efficiently given it was in the first wave of applications - and to make your life even easier, I am an existing customer of a few years so that shouldnt be too hard to recognise me from someone completely unknown
Scott W Its only now I find out some 264 hours later from your message that they've apologised and said that the timescale they advised was incorrect Why couldnt I get a call apologising and "re-setting my expectation" of when I would get a call back - isnt that the proper way and just good, simple customer service? Someone, somewhere has to realise that this call back wouldnt happen in the time frame advised - shouldnt they contact the customer and let them know just so that they can be put at ease and know when a revised call will be made? Given that also this forum is ongoing and live? This is really bad - can you update the complaints team with the 2 messages I have sent
I'm really sorry about everything you've experienced so far. I've checked, and a member of our team called your contact number about half an hour ago. He's also called a few times over the last week and spoken with your son and asked if you could call us back, as he was unable to tell us when you'd be available.
As he wasn't able to reach you today, he's sending out a letter about the application. I've also updated your complaint with the posts you've sent us online.
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18-04-17 08:34Hi Ross, I appreciate this has been passed to the case handler dealing with the complaint But isnt the promised call back still a separate issue from the complaint handler looking at why the call back hasnt been made as promised i.e. if a call back has been promised than that call back should still take place at "some point" in the future, regardless of whether it was not made at the "specific time frame" assured - hence a complaint registered...where has the call back request gone,... into thin air? Im still waiting - its now 240 hours later
RossM
ScottW
