Criminal paralegal James Ashton has found himself caught up in TSB’s problems:
James Ashton (@JamesWAshton)@TSB why is your internet banking STILL not working when news outlets have reported that you’re back online?!?
April 23, 2018
TSB’s hard-pressed social media team are repeating the same generic statement to scores of customers, along the lines of:
We’re really sorry to hear that you’re experiencing problems accessing Online Banking. Unfortunately, there are some intermittent problems affecting this service so please bear with us.
We’re working as hard as we can to resolve this. In the meantime, please try again later and sorry once more for the inconvenience.
That really isn’t enough to address the concerns of customers who can’t make payments, or even check how much money is in their account.
For example:
Amy-Jane (@amyjane0305)Sick to death of @TSB now🙄 I just want to access my account so I can brace/limit myself as to how skint im gonna be till payday!!
April 23, 2018
Updated
One of the most alarming elements of this mess is that some TSB customers say they saw the account details of other customers - a potentially serious breach.
One account holder, called Matthew Neal, says he logged last night and found himself looking at someone else’s £35,000 savings account,plus an £11,000 Isa, and a business account!
delcrookes (@hairydel)A TSB customer from Hertfordshire was given access to someone else's £35,000 savings account, £11,000 Isa, and a business account when he logged onto his account last night https://t.co/8gfY2C6hlH
April 23, 2018
TSB claims to have such issues, but other customers have reported similar problems today:
jacqueline (@jacohara88)@TSB I seriously can't believe I had access to someone else's account via the online banking app. This is a serious data breached. TSB get the finger out all this was meant to be sorted by 6pm yesterday 🙄🙄🙄
April 23, 2018
Chris (@chrisp1982)Managed to log in to @TSB for a short while before it froze and kicked me out. Also received a mini statement text message today for someone else’s account! #Shambles #DataProtection
April 23, 2018
Britain’s financial ombudsman, which mediates on complaints between customers and financial firms, is also taking an interest:
Financial Ombudsman (@financialombuds)We’re sorry to hear that lots of you have had problems with your TSB accounts today, and some of you have had trouble getting through to them. TSB have said they’re working to sort things out, but if you’ve been affected please contact TSB in the first instance.
April 23, 2018
TSB’s systems were meant to be up and running after its IT migration 24 hours ago.
But instead, its social media account is being hammered by increasingly angry customers, who STILL can’t get into their accounts.
Mel Junior (@MelJr1987)@tsb internet banking STILL down! Not good enough! I have people and bills to pay, I can’t just pop into a branch either, some of us have to work during your branch opening hours. You have let so many customers down!
April 23, 2018
Loz (@lauraagloverr)Three children and no money, thanks @TSB I will be leaving you once I have my money. IVE ALSO BEEN ON HOLD FOR AN HOUR!!!!!!!
April 23, 2018
The list now includes a contestant from this year’s series of MasterChef, furniture designer Fiona Harris:
Fee Harris (@fiona1918)@tsb @TSB_News Please let me know when I can access my account. Its now 24 hrs + since it should have been online. Can't even use desktop site. I can access personal account but urgently need access to business online banking. Timeframe would be good. This is costing money!
April 23, 2018
Could TSB be fined over IT blunders?
TSB risks being hit with a hefty fine for the problems suffered by its customers, says Iain Withers of the Telegraph.
Both the Financial Conduct Authority (FCA) and the Information Commissioner’s Office (ICO) said they were monitoring the situation. The watchdogs have the power to investigate and potentially fine TSB for a system failure or data breach respectively.
simon read (@simonnread)Could @TSB end up with a whopping fine for it's data breach? The Information Commissioner's Office says: “We are aware of a potential data breach in relation to the TSB and are making enquiries.”
April 23, 2018
Research technician Cameron Hill has found a way back into his TSB account......
Cameron Hill (@CameronHill13)Finally gained access to my @TSB online banking via the mobile app. Seemed that clearing the cached data for the TSB app and setting up online banking again on the phone did the trick.
April 23, 2018
Cameron Hill (@CameronHill13)For those on Android devices try these steps to gain access to @TSB online banking via mobile
April 23, 2018
1. Go to Settings>Apps>TSB
2. Press TSB>Storage
3. Press Clear Data
4. Open the TSB Mobile Banking App, enter mobile banking number (not account number) and memorable information
Cameron Hill (@CameronHill13)5. Select preferred phone number for 6-digit code and enter into the device.
April 23, 2018
6. You should now have access to the TSB app.
I may be lucky and just happen to have access but have tried this method twice now and has worked both times and continually thereafter.
I’m afraid I can’t test it myself, but it might be worth attempting.....
TSB’s parent company, Banca Sabadell, thinks the IT migration is a success!
It has released a press release trumpeting the move, even though TSB has admitted there have been problems.
Apparently the new IT platform is a “milestone” for the bank (although it may feel more like a millstone for some customers right now).
It says:
Banco Sabadell has successfully completed the TSB technology migration. The implementation of the new Proteo4UK platform represents a new milestone in the history of Banco Sabadell Group, and particularly in its progress in terms of the bank’s internationalisation. It is also the first ever project outside of Spain in which the bank has created a new banking platform from scratch and completed a large scale migration of the platform.
The Chairman, Josep Oliu, has emphasised that “with this migration, Sabadell has proven its technological management capacity, not only in national migrations, but also on an international scale. The new Proteo4UK platform is an excellent starting point for the organic growth of the business and the improvement of TSB’s efficiency”.
Oliu also stated that “more than 5.4 million customers are now integrated into the new platform, which allows us to grow in a market as mature and highly competitive as the UK market.” Equally, the Chairman has also stated that the migration will provide a “greater competitive capacity and increased value creation for our franchise”.
City AM’s Emma Haslett points out that TSB hopes to slash its costs through this IT move.
Emma Haslett (@emmahaslett)It's worth pointing out @TSB's current predicament is why banks' IT systems are SO ancient and creaky. Upgrading millions of accounts is always going to be nightmarish. IT was a huge factor in Lloyds' decision not to buy the Co-op Bank back in 2013.
April 23, 2018
Emma Haslett (@emmahaslett)Unfortunately, owner Sabadell has suggested the 'upgrade' will halve operating costs, generating £100m of savings a year. Which is likely to go down like a house on fire with customers...
April 23, 2018
Perhaps some of those saving could be put towards a compensation pot for those who suffer losses through today’s problems.
It’s now more than 21 hours since TSB’s online banking systems were due to be working again... but some customers are still experiencing problems.
Jewellery maker Barbara Adamiec reports that it’s damaging her business today:
Barbara Adamiec (@barbara_adamiec)It's outrageous. I'm unable to use my account, make payments and place orders. It's way past the time this was supposed to be done with! That only helps me to finally make my decision to leave and find a better bank. #tsb #tsbdown pic.twitter.com/daE03Hc4SH
April 23, 2018
Barbara Adamiec (@barbara_adamiec)
@TSB right now ;) #tsbdown pic.twitter.com/hI8Nhy57rr
April 23, 2018
Despite the IT disruption, TSB’s online complaint form is still up and running. I’m sure they’d like to hear from anyone affected by today’s problems....
The frustration of being locked out of one’s own bank account is evident among TSB’s customer base:
Niki Mellish (@MellishNiki)Not impressed @TSB still cannot check online banking and make transfers today, moving accounts now for definite
April 23, 2018
Olivia Harris (@MrsLivHarris)@TSB I’ve been ‘trying again later’ for several hours now. What’s going on? I need to access my account I have life to deal with. This is getting a bit of a joke!
April 23, 2018
Here’s my colleague Patrick Collingson on the TSB problems:
The internet and mobile banking services of TSB, which has five million customers, intermittently failed on Monday morning after a system upgrade went wrong, prompting widespread concern among users.
The bank, carved out of Lloyds but now part of the Spanish Sabadell group, said it was working urgently to repair what it described as “intermittent” failures in its services.
The crash came hours after the bank warned account holders that some services, including online banking, making payments or transferring money, would not be possible from 4pm on Friday to 6pm on Sunday because of a system upgrade.
Some customers alleged over Twitter that transactions they have not made are being logged to their accounts, with some being credited sums of money, which are later deleted.
More here:
The Guardian (@guardian)TSB online banking failure prompts complaints https://t.co/jSDY3pWKX4
April 23, 2018
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