Scotland business

Tesco Bank faces fresh online access glitch

Tesco
Image caption Tesco Bank, which operates in stores, online and by telephone, has 6.5 million customer accounts

Tesco Bank has confirmed that some customers are still unable to access their online accounts, several days after the bank said a computer glitch had been fixed.

Tesco's website was hit by technical problems at the weekend after the bank updated its computer systems.

It later apologised to customers and said the issue had been sorted.

But Tesco has now admitted some customers are still unable to access their cash online.

A Tesco spokesman said: "We are aware that some customers are experiencing difficulties accessing their accounts when using Internet Explorer 9."

He added the company would be providing information to customers on Wednesday "to enable these customers to access their accounts using Internet Explorer 9".

'Service restored'

Tesco Bank's online service was hit at the weekend when the firm transferred savings and loans products in-house, from its previous joint operation with RBS.

A message on the bank's website stated it would like "to reassure customers that service has been restored".

It also said it had drafted in extra call centre staff to handle an increase in the number of calls in the wake of the technical problem.

But several customers contacted the BBC to complain they still were unable to complete the log-in process to their accounts.

Colin Macleod, a nurse based in Stirling, said he had attempted to log in to his Tesco internet savings account on Wednesday morning but could not access his money.

Mr Macleod, who has been a Tesco Bank customer for more than three years, said: "In the last stage of the process, it was coming up with 'credential set-up general error' and I was unable to access my account.

"And when I called Tesco's customer service I found it very difficult to get through. It is an unmitigated disaster."

The Tesco spokesman said: "The service has been restored but as a result of the intermittent technical issues that we have had over the past few days, we are experiencing a high level of calls which mean that customers are having to wait longer then we would like them to."

The bank, which operates in stores, online and by telephone, has 6.5 million customer accounts, with services ranging from insurance to credit cards, loans and personal savings offers.

It launched in 1997 as Tesco Personal Finance, a joint venture with RBS, but became fully owned by Tesco in 2008.

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