Up to 1.9 million TSB mobile and internet banking customers remained unable to access their accounts for a fifth day on Tuesday after a botched IT upgrade over the weekend.
The transfer of banking data has plunged the bank into turmoil, with some customers saying they had rogue credits and debits on their accounts while others said they had been given access to random accounts.
Angry customers flooded social media with complaints, some saying they were unable to pay their mortgages or access any cash. Many called for compensation from the bank.
TSB online banking failure prompts complaints
One TSB customer, Matthew Neal, who wanted to check how much he had spent at the pub on Sunday night, told the BBC he had access to someone else’s £35,000 savings account, £11,000 ISA and a business account when he logged into his account on Monday night.
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 problems started on Monday morning, after the planned IT upgrade took place over the weekend. Customers had been warned they would not be able to conduct transactions on the internet or their mobile phone between Friday and Sunday evening.
The spokesperson said customers could use telephone banking or go into a branch instead. The bank’s customer service line reopened at 7am.
Regulators are investigating the IT breakdown. Both the Financial Conduct Authority and the Information Commissioner’s Office said they were looking into the problems. They have the power to fine TSB for the botched system upgrade and for data breaches.
Philip Augar, a former TSB board member, said on the BBC’s Wake up to Money: “If this sort of thing happens, ’fess up straight away, be honest and play it straight from the word go and that seems to have gone wrong.”
BBC Business (@BBCBusiness)
“If this sort of thing happens ‘fess up straight away, be honest and play it straight from the word go and that seems to have gone wrong”
Former TSB Board member and banking writer Philip Augar as TSB customers continue to have problems accessing their accounts. #wakeuptomoney pic.twitter.com/ZRitJNqsxR
April 24, 2018
TSB was spun off by Lloyds Banking Group and then bought in 2015 by Spain’s Banco Sabadell.
Customers vented their anger on Twitter.
Patrick Johnson 🌐 (@CBXDesignUK)
I really hope you’ll be compensating customers who have been unable to access their cash for 3 whole days while you mess around with your systems. I missed the 4pm deadline to transfer out cash to my main account and was left with zero the whole weekend. disgusting.
April 22, 2018