Tesco Bank goes down leaving hundreds of customers unable to access their accounts

TESCO Bank is experiencing issues that has left hundreds of customers unable to access their accounts.

The issues started at around 10am today (March 25) according to Downdetector.

The issue appears to be affecting both online and mobile banking, with users unable to view their accounts.

Reports of the problem come from various locations and appear not to be limited to one location.

Responding to customer complaints on Twitter, the Tesco Bank said it was aware of the problem and is working to fix it.

The bank tweeted: "We have just been made aware some customers are experiencing issues accessing their account via online banking and the mobile app.

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"Our team are working as quickly as possible to resolve this."

Customers say they are unable to view their credit card accounts.

Tesco Bank no longer offers current accounts after closing them last year.

One customer said: "I can't access my credit card details online, is there a system issue?"

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Another said: "Is there something wrong with the app? Logged on to pay my bill but showing no information about my credit card."

Tesco Bank had issues last November leaving some customers' payments declined.

Can I claim compensation for an online banking outage?

There's not automatic right to compensation like there is with other services, like telecoms.

You can make a complaint to your bank if you think you're owed money because of an outage, for instance if you couldn't pay a bill on time and were charged a fee as a result.

Each bank has it's own complaints procedure and you'll need to show evidence of how the tech issues affected you.

You can then complain to Tesco Bank by phone, online chat, email or post – you can find the details on Tesco Bank's website.

You will need to think about how much you expect in compensation, and when you expect to receive it.

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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