Tesco Bank website and app down with some customers having payments declined

TESCO Bank's website and app is down, meaning furious customers are having their payments declined following the crash.

According to complaints tracking website DownDetector, over 400 people have reported issues accessing their cash since 8:30am this morning.

According to the site, 42% had issues with their mobile banking, 33% with their credit card payments and 24% with the online banking service.

Areas most affected appear to be in London and Manchester, with Hull, Birmingham, Glasgow and Dundee among the regions hit by problems.

It will come as a blow to shoppers wanting to cash in on Black Friday savings, as some customers have reported being unable to make payments.

Angry customers took to social media complaining of the crash.

Some took screenshots of their Tesco Bank app, which showed the message: "Mobile Banking is temporarily unavailable.

"Please check back later. We're sorry for the inconvenience."

One customer said "45 minutes and counting to get through to Tesco Bank. A total disgrace."

While another customer said: "My Tesco bank app is unavailable."

Another tweeted: "Payments aren't going through on Tesco Bank card for food."

A Tesco Bank spokesperson said: "We’re having trouble with some of our services at the moment. We're working hard to get everything back up and running.“

It comes as customers have just days left to use their Tesco Bank current accounts as the supermarket plans to shut down this service for good at the end of the month.

Customers have until November 30 to use their accounts – after which Tesco will close them and send customers a closing statement.

You'll be posted a cheque with any remaining balance left on your account to your home address.

But Tesco Bank will still provide credit cards, loans, insurance and savings accounts.

Can I get compensation for the crash?

If you had trouble getting onto your account this morning, you might not be able to get compensation.

Banks do not have a fixed compensation scheme for service disruption, unlike telecoms companies.

However, depending on how much a bank service crash has affected you, you could be entitled to money back.

It is worth gathering evidence of your problems so you can make a formal complaint to Tesco Bank directly.

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.

Tesco Bank isn't the only one who has battled against service issues recently.

Santander went down earlier this week, locking hundreds of customers out of their accounts.

Lloyds, Halifax and the Bank of Scotland's online banking systems went down earlier this month, leaving customers unable to access money.

While in October, Barclays and NatWest customers were raging after a service crash meant there couldn't do online banking either.


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