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'Tesco Bank showed no empathy when I fell victim to fraud'

Tesco Bank 
Our reader believes Tesco Bank's customer service fell short Credit: Tesco Bank 

Dear Katie,

My wife and I had a number of fraud attempts on our credit card, which Tesco Bank successfully stopped. However, days later she was horrified to receive a thank-you text for a transfer of £3,750 into a rogue HSBC account.

Tesco Bank told her it needed to speak to me to recall the funds. Getting through security was stressful and the operator showed no empathy for how violated one feels when subject to fraud.

We are incredulous that Tesco Bank could allow a much larger fraud to take place just days after averting the others.

The transfer was stopped, but the operator insisted that my name would be uploaded to a Cifas fraud register, which is visible to other banks. I fear this will trash our exemplary credit rating.

TR, Lytham St Annes

Dear TR,

Falling victim to attempted fraud is never a pleasant experience, but on this occasion Tesco Bank staff managed to make it more stressful than it needed to be.

It has reviewed the customer service you received and agrees it fell short. It has offered you £100 compensation for this, which you have accepted.

Despite your protests at the time, it placed you on the Cifas register, saying this would give you extra protection against fraud. You were worried this might impact your credit rating, so it has now agreed to remove you from the register.

Having a Cifas entry on your credit report should not have any effect on your credit score and should not stop you from borrowing.

A Tesco Bank spokesman said: “We understand the worry a customer can feel when they have been the victim of fraud and take the security of our customers’ accounts extremely seriously.”

The full Katie Morley Investigates column will appear in print every Saturday and Sunday. You can get an early taste every Friday at 1200.

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