Mum-of-one has had no access to cash since Friday due to TSB bank meltdown with customers STILL locked out
A MUM of one has been left without access to cash due since Friday due to TSB banking problems as potentially millions of customers are still locked out of accounts.
The bank was due to update its online computer systems over the weekend, with the work scheduled to be completed by Sunday night.
Customers were warned via text and on social media about the upgrade. They were told that they should be able to make transfers using telephone banking and in branches.
But mum-of-one Lynsey, 25 from Edinburgh, who has two accounts with the bank – a current account and savings account – has been without access to her funds since Friday.
Her money is in her savings account and she has been unable to access online banking to move the cash.
Lynsey, who is unable to work due to a non epileptic attack disorder, has been a customer of TSB since it launched in September 2013, when she moved over as a customer of Lloyds TSB before the two banks officially split in 2015.
Are you a TSB customer affected by the problems? Do you have a story? Email us: Tara.Evans@the-sun.co.uk
She told The Sun: “I’ve had no access online since Friday, meaning I had no money over the weekend.
“I was assured I’d be able to access my funds in branch, took the journey at great discomfort and pain… only to be told I couldn’t get any.
“I’ve somehow now been able to take out £40 when there should be £0 in my current account”.
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.
“I’m now worried that I’ve taken money out and I’m going to be in the minus.
“I’ve had to borrow money from my sister to tide me and my daughter over”.
“It’s obviously stressed me out a fair bit, not having access to funds. The further stress now is that it could be a massive data breach.”
Another customer Mark Ezeabasili, 24 a student from London studying sport science at Bedfordshire University told The Sun he hasn’t had access to his account since 6pm yesterday.
He said: “I am a student and I tried to move some money from my TSB ISA to my current account so I would have money for the week.”
“I don’t know what I am going to do for money for the week now.
“I now have to go all the way to town to get my money which really disrupts my life as I have exams and assignments and I don’t really have time to go all the way to the bank. ”
TSB has more than 4.6million customers in the UK.
Some customers affected by the banking glitch claim that they have seen other TSB users’ bank account details when they log into their accounts online and in its app.
Laim McKenzie, 20, from Paisley in Scotland told The Sun that he signed into his banking app shortly after 6pm on Sunday and saw someone else’s account as well as his own.
He said: “A substantial amount, £13,000, which is a lot more than I have!”
“I got back into my account again at 7pm and it showed that nothing was in my account at all – not even my overdraft was there, just showed as 0.00″
“I was absolutely worried when I saw what was going in my account”.
Laim now plans to switch banks because of problems he had with TSB this weekend.
He added: “[I feel] pretty uneasy to be honest, if it’s happening to me does it mean it’s happening to my family/friends as well?
“The fact TSB weren’t offering valid replies wasn’t much help for a lot of people, because lots were worried but weren’t being told what was going on.”
“You don’t mess with people’s money, because it’s how people get around, pay their bills etc – not knowing what’s going on with it is a really uneasy feeling.”
TSB issued a statement apologising to customers for the problems.
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.”
“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.”
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