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Tesco Personal Finance - Hi there, you're through to Tesco Loans, how can I help?

Mktg - I'm sorry, I think I've come through to the wrong number. I was just calling about the Tesco Bank that you're due to open in some stores. I was just going through the menu and I there wasn't an option for it.

Tesco Personal Finance - Don't worry, that's fine, it's a new venture. What I'll do is give you the customer service number for Tesco, and they'll have all the information.

Mktg - Fantastic.

Tesco Personal Finance - Let me just try and find it for you, I don't know it off by heart.

Mktg - [Holds.]

Tesco Personal Finance - All right there. Have you got a pen there?

Mktg - Yes.

Tesco Personal Finance - [Gives details.]

Mktg - Thanks very much.

Tesco Personal Finance - Not a problem. Thanks for your call.

Mktg - Bye. [Dials Tesco customer service.]

Tesco - Good morning, Tesco customer service, [name] speaking. How can I help you?

Mktg - Hi, I was just speaking with Tesco Personal Finance and they said I would need to speak with you. I'm just calling to find out some details on Tesco Bank, and if one would be opening in my area.

Tesco - What you need to do is to go on our website. If you get to the homepage, you'll see Tesco Plc right down the bottom. Everything you need to know will be on there.

Mktg - OK. The only problem is that I don't have access to the internet at the moment.

Tesco - Right, it is the only way we do it at the moment.

Mktg - Right. So you've got no record of one in my area?

Tesco - No, nothing at all. It's all on the internet, I'm afraid.

Mktg - OK. Has it launched at the moment?

Tesco - Not that I'm aware of.

Mktg - OK, so it's customer information on Tesco Plc.

Tesco - It is, yes. It gives you all the information there.

Mktg - Thanks for your time.

Tesco - Bye.

Verdict - Although the first call-handler, who was very polite, said that Tesco customer service would be able to help, this was not the case. Being told that the only way to get the information I needed was via the web was poor service, especially as I informed the call-handler that I did not have access to the internet. I was left not knowing whether a bank would open near my home and put off trusting the retailer to take care of my money.

Score - 3/10