TSB, the bank made famous for saying “yes”, has been forced to cry “oh no!” after a bungled computer upgrade – which should have seen customer data finally transferred from Lloyds to its own systems – has left thousands of customers unable to access their accounts.
Although the transfer had been scheduled for months, many customers only found out through Twitter that “some services, like online banking, making payments or transferring money won’t be possible” between 4pm on Friday and 6pm on Sunday.
However, it appears that most areas of the TSB site are still not working. Earlier today, both Internet banking and the mobile app were still down. The bank blamed “large volumes” of customers trying to access their accounts and insisted it was still “working as hard as possible” to restore its systems.
A message on the website said: “We’re sorry, we know some customers are having issues using the mobile app and our Business Banking Authentication app. We’re working hard to fix this.”
Perhaps unsurprisingly, customers have taken to Twitter to complain about issues, including being unable to log into their internet banking accounts, being unable to transfer funds and not being able to make payments.
One said: “why is the upgrade still not over? My online banking is still not working”, while another wrote: “Still can’t do any kind of banking/accounts admin as @TSB still in a mess. I left NatWest when they lost some cash I never got back a few years ago. Time to jump ship to another bank again?”
Meanwhile one customer claims that he was given access to someone else’s £35,000 savings account, £11,000 Isa, and a business account when he logged onto his account on Sunday night.
Matthew Neal told the BBC: “I could see their account numbers, sort codes and transaction histories and I had access to transfer money too, if I was that way inclined. The thing that was worrying me most was: what if someone can see mine too?”
TSB operates a nationwide network of 631 branches across England, Scotland and Wales, with more than 4.6 million customers and over £20bn of loans and customer deposits. It split from Lloyds Banking Group in 2013.
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