Tesco Mobile’s handling of elderly or vulnerable customers is nothing short of disgraceful. I ended up in a completely cyclical conversation with a representative who struggled to speak English, let alone understand the situation. She repeatedly stated she could not access the account using the security information—information that Tesco itself had set up when moving the customer onto a new package, without her understanding.
As a result, we could not get details of the package, because Tesco had failed to provide them properly. The lack of care, common sense, and basic awareness of vulnerable customers is shocking. In a society where data protection and clear communication are essential, Tesco showed zero regard for a British pensioner trying to manage their account.
Even after multiple attempts, the issue remains unresolved. Speaking to staff felt impossible—they were unaware, uncaring, and clearly disconnected from the realities of elderly customers. Outsourcing customer service to call centres where staff have little understanding of local contexts only worsens the problem. Tesco should be deeply ashamed.
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