TSB online banking failure prompts complaints

The internet and mobile banking services of TSB, which has five million customers, intermittently failed on Monday morning after a system upgrade went wrong, prompting widespread concern among users.

The bank, carved out of Lloyds but now part of the Spanish Sabadell group, said it was working urgently to repair what it described as “intermittent” failures in its services.

The crash came hours after the bank warned account holders that some services, including online banking, making payments or transferring money, would not be possible from 4pm on Friday to 6pm on Sunday because of a system upgrade.

Some customers alleged over Twitter that transactions they have not made are being logged to their accounts, with some being credited sums of money, which are later deleted.

Sara (@SaraColwill)

I am experiencing the same issue, when I managed to get onto the app last night i had 3 transactions I hadn’t made and it told me my balance at one point was 27k! I wish!

April 23, 2018

xD (@DC_Flashpoint)

Glad I’m not with @TSB, my wife can’t even check her balance at a bloody ATM or use her card to buy a loaf of bread… Absolute disgrace, They’re quickly learning though that if they want a riot they take away peoples access to their money.

April 23, 2018

I am Benjii (@mrbenjiiii)

@PaulPester Paul, I logged into my @TSB @TSB_News account last night to see the account details of some random person. TSB have really dropped the ball with this. You really need to manage expectations here, your stock response is insulting.

April 23, 2018

TSB used Lloyds’ IT systems for a period after it was separated from the bank, but the problems emerged when this weekend it shifted its IT platform over to one supplied by its parent group, Sabadell.

A TSB spokesperson said: “We are currently experiencing large volumes of customers accessing our mobile app and internet banking, which is leading to some intermittent issues with people accessing our services. We are really sorry for the inconvenience this is causing our customers and want them to know we are working as hard and as fast as we can to resolve this problem.”

The Financial Ombudsman has intervened in the TSB internet crash, advising customers on Twitter to tell them more about the problems they are experiencing.

“We’re currently discussing this with TSB and customers who have contacted us about how they’ve been affected. Have you experienced issues?” tweeted the Ombudsman.

Financial Ombudsman (@financialombuds)

Hi we are aware that some TSB customers have had problems with their accounts over the weekend due to internal system maintenance. We’re currently discussing this with TSB and customers who have contacted us about how they’ve been affected. Have you experienced issues?

April 23, 2018