Have you lost money in the TSB banking meltdown? Here’s how to get it back
One frustrated customer who complained to the bank after the IT meltdown was handed £40 - here's how can do it too
ALMOST 2 million TSB customers have found themselves locked out of their cash this week.
Many have been unable to access their bank accounts since last weekend, while some reported they could access others’ funds.
Here's how to claim compensation if you've been hit by the TSB outage:
What is TSB saying?
The boss of TSB Paul Pester said the bank was on "its knees" and promised no one will be left "out of the pocket".
The bank said it would waive overdraft fees this month and offer a five per cent raise in its savings rate after millions were locked out of their online banking.
TSB is also handing compensation to customers on a case-by-case basis by means of an apology.
But it failed to give any details on how much people can actually claim and in which circumstances.
Did anyone actually get some money back and how much was it?
One frustrated customer was handed £40 yesterday morning, according to.
Claire McAdam, who lives near Glasgow, was unable to access her bank account online or make a bank transfer from her account to repay money she owed on a credit card.
MSE reports that Claire and her partner Ian Roddie complained to the bank last weekend.
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 Servic
After arguing their case, the bank eventually agreed to pay them £15 to cover interest charged for delayed payments on her credit card, and a further £25 for inconvenience caused.
The £40 was paid into Claire's TSB account just before noon on Thursday.
Sadly, because the bank is dealing with complaints from customers on a case-by case basis, we're not sure everyone will be compensated or how much money you'll get.
Steve Nowottny, from MSE, said: “The TSB meltdown this week has unsurprisingly infuriated customers and many are demanding compensation. Yet what they’re actually going to be offered still remains very unclear.
“While it’s encouraging to hear at least one customer has now been paid compensation, there’s now likely to be a huge backlog of complaints for the bank to work through.
How to claim if you've affected by the outage?
Claire and Ian's story show it is possible to try and reclaim some money as a result of the outage.
Your chances of success and how much you can claim are likely to depend on your personal circumstances/
You can submit your complain using or contact their call centre on 03459 758 758 or +44 (0)203 284 1575 if you're outside of the UK.
If you're unsure about how to put your complaint in writing, you can use .
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According to MSE, if you've lost money as a result of the outage, you should be able to get your money back.
If not, it's still worth submitting a complaint for the inconvenience although there are no guarantees you'll get your money back.
'IT'S A NIGHTMARE' Mum-of-three unable to pay her rent, bills or buy food due to TSB meltdown
To boost your chances MSE experts are advising customers to be very specific about how they've been affected, for example, if you've had to take time off from work to sort out urgent problems.
Gareth Shaw, at Which? Money, said customers can incur fines, penalties and fees when they're not able to access their finances, so the bank "must deliver on its commitment to compensate for any financial losses caused."
He said: "TSB customers should keep a record of any date they've been unable to access their account as evidence and the bank must actively identify those who have suffered through this disruption."
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