Hundreds of TSB online banking customers are facing late payment fees after standing orders bounce because of the ongoing blunder
Customers have been unable to access their online banking for almost two weeks now
HUNDREDS of TSB customers are facing late payment fees as we hit a new month, when many people pay their bills.
Frustrated customers took to social media this morning to complain that their standing orders set up for May 1 have bounced.
Many people choose to set direct debits up to be taken on the first day of the month - a popular time for people to pay their bills, such as for utility and credit cards.
But many firms charge late payment fees if you don't make a set deadline.
Hundreds of customers who owe money today are now facing these extra fees after their standing orders bounced.
Last week, TSB 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 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.
But the bank has not pledged to compensate customers for any late-payment fines that may be taken by other organisations as a result of them being locked out of internet banking.
Worried customers facing the fees took to Twitter to complain.
One user said: "TSB now card payments aren't working again? Been trying to pay my @virginmedia bill but keeps declining despite there being more than enough there to cover it.
"Thanks for costing me late payments fees if it's not paid today."
Another customer said: "I also can't pay any credit card bills now as I keep getting 'Service Unavailable' on internet banking - the app also freezes or just doesn't accept my password !!!!
"What is going on? I've been on hold to Phonebank for over an hours.... YOU ARE PAYING MY LATE PAYMENT FEES."
Claire Brown wrote on Twitter: "TSB why have all my standing orders due out of my account today been returned to my account. Plenty of funds to cover them in the account. This is wearing thin now."
Over the last ten days, hundreds have taken to social media to complain about not being able to log into their accounts, not being able to pay suppliers and being given access to other people’s accounts.
Up to a million customers have been locked out of their accounts.
According to the bank's latest update it is working round the clock to put things right.
TSB said on its Facebook page: "We are sorry for the difficulty or distress you may have experienced and we are working round the clock to put things right."
It added: "Direct debits and standing orders are working normally.
"Payments through our mobile app and internet banking are available, but we know some customers are seeing an error message and experiencing difficulties at the moment.
"If your payment is urgent and you are unable to do it online / in app, please give us a ring."
Today the bank said it is continuing to work hard to fix the problems but admitted that some may still have difficulties accessing and using their services.
TSB is also handing compensation to customers on a case-by-case basis by means of an apology - with one frustrated customer was handed £40 in compensation.
The Sun Online has asked TSB for comment.
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