TSB Customers Won’t be Charged for Being Overdrawn

Elizabeth Elden
27th April 2018, 8:00 AM
  • Customers haven’t been able to access accounts since Friday
  • Bank claims access has been restored
  • Hundreds of thousands have become overdrawn after not being able to access money

TSB faces another day of problems, but there is some relief for customers. Image: Getty

TSB customers have been unable to get full access to their accounts both online and on the mobile app for almost a week now, leading many to become overdrawn or unable to pay bills.

There is a flicker of good news though- TSB has announced that its customers will not have to pay overdraft charges in April.

Paul Pester, boss of TSB, said that he was ‘putting things right’, after the bank’s internet service caused its customers chaos this week.

The bank boss said what happened was “not good enough”, but refused to say whether he would give up his bonus.

Mr Pester told BBC Radio 4’s Today programme, “Many customers may have used their overdraft in April more than they were expected to.

“They may have not have been able to see their account or manage their account, so today we are announcing that there will be no overdraft fees or any overdraft charged for any of our customers through April.”

Mr Pester also said he will be taking direct control of the IT platform that has caused the banking problems for customers.

He said, “I have drafted in a team of global experts from IBM.

“Thats team of global experts will start working in Bristol, they will start working in London, they will start working across the UK.

“I will take control of the platform until we get this fixed.”

On Wednesday, the bank said it was working round the clock to fix problems that struck following a major IT upgrade on Sunday night.

But it is estimated that half of TSB customers are still facing issues when accessing internet banking.

The bank also said that its mobile app is now operating at 90%.

TSB had intended to complete a major IT system upgrade on SUnday evening, although problems persisted into a third day.

Delays meant customers were left unable to access their money online, while some reported being able to access other customers account.

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