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TSB Update: Services May Not be Running Until End of April

April 25, 2018, 12:00 PM
  • Limited access on banking app and online
  • Boss says services have been restored
  • Thousands still can’t access their money
TSB customers haven’t been able to access their online accounts since Friday. Image: Getty

TSB is continuing to have issues with mobile and online banking, and it is believed that some of the issues will continue until the end of the month.

Paul Pester, TSB chief executive, said on Twitter this morning that services have been restored, however this does not appear to be true, as many are still complaining that they can’t access their money.

A spokesperson said that the bank is now limiting the number of customers to ensure those who are able to access the app will get a normal service.

However, this means that if you can’t access it, you’ll have to wait until the problem is fixed.

The spokesperson said that those continuing to experience issues should contact TSB’s telephone banking service, but the customers have had no luck with phone services either due to the hugely increased demand leading to long waiting times.

Members of Latest Deals have been stuck without access to their money.

One member, said, “Mine is still not working, and now because of this I’m overdrawn in my other bank account because I couldn’t transfer money over in time. I hope they’ll compensate people.”

The problem is due to TSB intending to complete a major IT system upgrade on Sunday evening, which began on Friday, although problems are still ongoing.

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

When will TSB online banking be working again?

There is currently no fixed time frame for when online banking and the app will be working again.

Although TSB is saying that the problem is resolved, the statement is clearly false as thousands are still having problems with accessing their money.

However, the few number of customers who have got through to customer service on the phone, have reported that they have been told problems could drag on for another few days until the end of the month.

MPs have demanded answers from the bank about the meltdown.

Nicky Morgan, Treasury Select Committee chairwoman, said, “This is yet another addition to the litany of failures of banking and IT systems.

“Potentially millions of customers could be affected by uncertainty and disruption.

“It simply isn’t good enough to expose customers to IT failures, including delays in paying bills and an inability to access their own money.

“Warm words and platitudes will not suffice.

“TSB customers deserve to know what has happened, when normal service will resume, and how they can expect to be compensated.”

What can you do if you can’t access your money?

TSB has given customers very limited options about what they can do right now.

The main advice from them has been to phone customer service and to do any activity that you many do online over the phone instead.

However, due to the massive increase in demand, it may take a long time to get through.

Another option is to go into a bank, which customers have reported as being the most successful way so far of being able to bank.

tcr27ukover a year ago

I had a payment refused, so went into my local branch to check my balance. I had the funds available so don't know why payment didn't go through.

garygemmellover a year ago

Just used their special website claim for compensation - funny how they arent advertising how to get the compensation!

JustinaKupryteover a year ago

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