TSB online banking and app problems could drag on until end of April
TSB online banking and app problems could drag on until end of April, as customers still struggle to access their bank accounts.
Up to 1.9 million people have been affected by the online and app fail for the bank.
In a tweet on Wednesday TSB boss Paul Pester said the bank's online banking services are now "up and running” and thanked users for their patience, after more than five days of chaos.
But according to the bank's help and support page services like "text alerts" and "lost or stolen cards" will only be restored "by the end of April".
Other issues like mobile and internet banking should be fixed "soon".
Frustrated customers have also still been reporting problems this morning with some saying they were struggling to gain access and seeing blank screens.
A customer tweeted: "Still very limited access to @TSB online banking. Got paid my bonus yesterday, which I can't manage — and my rent goes out of an account with no money in it tomorrow."
Another one said: "I wouldn’t call this up and running! What a joke! I’ve got things to do! @TSB #TSBFAIL #TSBMeltdown".
"Absolute shambles @TSB @TSB_News @PaulPester #6daysofnointernetbanking not acceptable," a user complained.
One other customer said: "#TSB Says its back up & running but the TWO times i’ve been able to log in it appears with a blank screen then other attempts says they are only letting a certain amount of people log in at a time so keep trying. I’m loosing my patience I JUST WANT MY MONEY!!"
The Sun Online has contacted TSB for a comment.
It appears that the bank has limited the number of people who can get into their accounts at any one time today, because it expects a surge in customers trying to use it.
On its service status page TSB said: "We’re limiting access to Internet Banking. We’ve restricted the number of customers who can log in at once to ensure a good service once you’re in.
"So please bear with us and keep trying."
The cause of the meltdown, which started last weekend, is said to be an IT upgrade gone wrong.
Customers were warned via text and on social media about the upgrade.
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 receipts 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.
They were told that they should be able to make transfers using telephone banking and in branches.
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.
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TSB have now said that the cause of this glitch was that the customers affected all had connected accounts which are typically used by families to link bank accounts.
CEO Paul Pester has also written personally to each affected customer apologising and reassuring them that their data is safe.
'IT'S A NIGHTMARE' Mum-of-three unable to pay her rent, bills or buy food due to TSB meltdown
The bank say they have also tracked every payment made by these customers’ accounts and spoken to every customer to confirm each payment’s validity.
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