TSB customers are still reporting significant problems using the bank’s online systems following upgrade work over the weekend.
The planned maintenance was due to come to an end by 6pm on Sunday, April 22 – but many customers were still reporting problems accessing their accounts.
What’s happening with TSB online banking?
Scores of TSB customers have reported issues accessing their accounts hours after the bank’s planned maintenance work came to an end on Sunday, April 22.
The bank carried out upgrades to its online banking system between 4pm on Friday, April 20 and 6pm on Sunday, April 22 night.
Account holders had been warned last week that some of its services, including online banking, making payments or transferring money, would not be possible over the weekend.
However, almost 24 hours later many customers reported major issues with their accounts, with many still unable to access their cash.
So what’s going on?
Some customers have reported seeing their accounts incorrectly credited with funds that are not theirs, while others claim they can see other customers’ bank details instead of their own.
It has been deemed by customers as a “major breach of data protection laws” although this has been denied by TSB.
Some TSB customers also claim they are unable to log on altogether, with many taking to Twitter to vent their frustrations and demand answers.
It’s also been said that the app is not working.
What should you do if you are having website problems?
At present, the bank is reassuring customers that normal service will resume as soon as possible.
Customers have been advised to remain patient and to try accessing their accounts later today.
When will the TSB problem be fixed?
TSB has told customers online that it doesn’t have any timescales on when the problems will be resolved.
They added: “However, we are working as fast as we can to resolve this.”
The bank has also apologised for the inconvenience caused.
TSB meltdown: what are your rights?
IF you’re one of the potentially millions of customers affected by TSB’s online banking problems then here are your rights.
- Will your expenses be covered? If you suffer knock-on costs then the bank has confirmed it will reimburse you. Make a note of dates, keep reciepts and a log of how much you’ve been left out of pocket.
- What are the alternatives? Visit a branch or try telephone banking if you urgently need to access cash.
- Is it a data breach? The bank has denied that there has been a data breach but we’ve asked for more information on this and will update asap. Don’t spend money in your account that isn’t yours as you will be liable to pay it back.
- How to complain about your bank? Firstly, complain to TSB. If the problem is not resolved to your satisfaction after 8 weeks then you can complain to the Financial Ombudsman Service.
Has TSB issued a statement?
A message posted on the TSB website on Monday morning said there were still “intermittent issues” with its mobile and internet banking services.
The bank said it was “working as hard and as fast as we can to get these up and running”.
Their social media team are also busy placating irate customers on Twitter, reassuring them that the service will be up and running as soon as the bank is able.
A spokeswoman said: “We’re really sorry that some of our customers are experiencing problems accessing internet banking and our mobile app.
“Unfortunately, there are some intermittent problems affecting these services. Both the app and internet banking should be up and running again soon.”
TSB has not revealed how many of its customers have had problems with their online banking.
A spokesperson for the bank told The Sun: “We have noted some reports in the media regarding customers’ access to account information last night.
“We can confirm the access issues, which lasted only about 20 minutes and impacted just a tiny fraction of our customer base, were fixed last night.”
What are your rights if payments are messed up?
Bank customers who suffer knock-on costs during a meltdown like this are usually reimbursed by the bank.
For example, when the NatWest/RBS IT fiasco happened in 2012, it announced shortly afterwards that nobody would be left out of pocket – the bank was fined £56million.
It is wise to make a note of dates and a log of how much you have been left out of pocket.
TSB may have a data protection crisis on its hands which could potentially see customers compensated and the bank facing hefty fines.
What happens if you spend money in your account that isn’t yours?
One customer said they had “access” to other customers’ accounts totalling more than £20,000, while others appear to have received payments directly into their accounts that aren’t theirs.
Legally, if a sum of cash is accidentally paid into your account and you know it isn’t yours, you are liable to pay it back.
Keeping and spending any money wrongly placed into your account could lead to you being charged with retaining wrongful credit under the Theft Act 1968.
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