Things that can be answered by FAQs: https://intercom.help/tandembank
The FAQs are easily searchable and contain the answers to over 50% of questions that customers ask in chat. Please help us and each other by checking there first.
- How long does my card take to arrive?
- How does cashback work?
- When will my direct debit be due?
- Which bank accounts can I link with Tandem?
- Which ID Docs do I need to send you?
Are all examples of questions that are answered in the FAQs.
Things that can be handled over in-app chat:
In-app chat requires the user to be logged in to the app, but we only consider this the first level of security. It’s best to think of this as allowing customer service “Read-only access” to your account. So they can give you information, explain anything you don’t understand, but they can’t change anything.
- Discuss accounts.
- Talk about balances.
- Explain why a charge has been made.
- Resend PIN code to your registered address.
- Upload your ID Docs if you have been asked to send them
- Raise a dispute (better to call if possible)
- Start a complaint (better to call if possible)
But we can’t change anything on an account:
- Can’t change date of direct debit.
- Can’t change address of account.
- Can’t change credit limit. (We only do decreases at the moment, will add increases early 2019)
Fraud - you can report through in-app chat to get your card frozen, but we’ll ask you to call to discuss in more detail anyway as particularly with anything fraud related we want to be completely sure who we are talking to.
Things that require calling up: 020 3370 0970
On the phone lines, we can give you what we call level 2 security. You can think of this as “read-write access to your account”. This means that we can actually make changes to the account.
- Change personal details such as address on account
- Change billing cycle
- Decrease credit limit
- Raise a dispute
- Make a complaint
Phone support continues over the weekend from 8am - 8pm, but only for card accounts presently.
Phone support for lost/stolen/emergencies is 24/7 on the normal number, then option 1.
Hope that’s useful as a rough guide and helps you understand which route to go down - I’ll add any further specific things to the right list if you ask about them in the reply.