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Will there be any solution to the tesco mobile issue

  • 13-11-2018 1:09pm
    #1
    fingo86
    Registered Users, Registered Users 2 Posts: 7 ✭


    Hi there, so my card was recently blocked due to suspicious activity. However I never received notification of this. After some frustration in trying to figure out why my card wasn't working I rang customer care. They said I should of received a text notification telling me that my card was locked. The reason I didnt is because I'm on tesco mobile and due to some disagreement between tesco mobile and BOI they won't allow texts from BOI. The customer care rep was completely un aware of this. How can I operate with BOI if I can't receive important information over text and how can customer care staff not know about the issues with Tesco mobile?? 


Comments

  • #2
    Bank of Ireland: Darren
    Closed Accounts Posts: 991 ✭✭✭Bank of Ireland: Darren


    fingo86 wrote: »
    Hi there, so my card was recently blocked due to suspicious activity. However I never received notification of this. After some frustration in trying to figure out why my card wasn't working I rang customer care. They said I should of received a text notification telling me that my card was locked. The reason I didnt is because I'm on tesco mobile and due to some disagreement between tesco mobile and BOI they won't allow texts from BOI. The customer care rep was completely un aware of this. How can I operate with BOI if I can't receive important information over text and how can customer care staff not know about the issues with Tesco mobile?? 

    Hi fingo86,

    Thanks for getting in touch with us here.
    I'd ask you to contact your network provider as there should be nothing restricting these text messages being sent out to you. We've not changed the way we send out any of our text messages so they should reach you once we have the correct phone number for you.
    Also I'd ask you to confirm your email address through the "Ask a question" section within the "Service Desk" tab of your 365 online profile. As our card security team would also send out emails in case's like this once we have a valid email address.

    Thanks again,
    Darren.


  • #3
    fingo86
    Registered Users, Registered Users 2 Posts: 7 ✭fingo86


    Bank of Ireland: Darren wrote: »
    Hi fingo86,

    Thanks for getting in touch with us here.
    I'd ask you to contact your network provider as there should be nothing restricting these text messages being sent out to you. We've not changed the way we send out any of our text messages so they should reach you once we have the correct phone number for you.
    Also I'd ask you to confirm your email address through the "Ask a question" section within the "Service Desk" tab of your 365 online profile. As our card security team would also send out emails in case's like this once we have a valid email address.

    Thanks again,
    Darren.

    Hi Darren.

    My email address is correct. I have already spoken with tesco mobile and they have said that it's due to a disagreement over pricing with Bank of Ireland. Tesco mobile have confirmed that they do not allow bank of ireland messages through. I feel like this is something that BOI customer care should be aware of. I have met BOI personnel in branches who were aware if this situation with Tesco mobile so it is known at some levels apparently. Maybe you should investigate it further, I have no doubt that senior management are aware.

    Regards
    Niall


  • #4
    Bank of Ireland: Lorna
    Closed Accounts Posts: 423 ✭✭Bank of Ireland: Lorna


    Hi Niall,

    Thank you for updating us on your situation. I will absolutely forward this on. We will investigate this with our support teams as this has not been confirmed with us.

    If you have any other issues, please do not hesitate to get in touch.

    Thanks,

    Lorna


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