TSB online banking down as customers complain about not being able to access their accounts for a fifth day
Some TSB customers have complained that troubles with mobile and online banking have continued into a fifth day after an IT upgrade over the weekend.
TSB transferred 1.3bn customer records from the Lloyds platform over to a new platform built by Spanish bank Bacno Sabadell, which acquired TSB in 2015.
But customers have been complaining again today, saying they cannot access their mobile or online banking.
TSB has told customers online that at present, it doesn’t have any timescales on when the problems will be resolved. “However, we are working as fast as we can to resolve this,” it said, apologising for the inconvenience caused.
Read more: Financial Conduct Authority in contact with TSB over online banking issues
A TSB spokesperson said:
We are currently experiencing large volumes of customers accessing our mobile app and internet banking which is leading to some intermittent issues with people accessing our services. We are really sorry for the inconvenience this is causing our customers and want them to know we are working as hard and as fast as we can to resolve this problem.
@TSB @TSB_News still no on line banking? 5th day now is getting out of hand? šā Emma Birkin (@embo555) April 24, 2018
Instead of replying to customers individually, how about trying this: get some real information from the tech guys, update customers collectively on exactly what the problem is and why it didn’t show up in testing before going live, apologise profusely, offer a time frameā Billy DeKid (@dekid_billy) April 24, 2018
.@TSB my online banking service hasnāt been intermittent Iāve just had zero access since I last checked my account Friday AM – any update on when you will resolve this?ā Claireš (@_clairebradley) April 24, 2018
Hello, still not able to login to my bank or make any payments?ā GREENO (@Green2013Green) April 24, 2018
Tuesday morning an I still canāt access my account or money. Absolutely disgraceful @TSBā JoJo (@Jojomack84Mack) April 24, 2018
āCustomers had been warned that TSB was planning an upgrade to its systems, with that taking place between 4pm Friday 20 April and 6pm Sunday 22 April.
Weāre planning an upgrade to our systems between 4pm Friday 20th of April until 6pm Sunday 22nd of April. Weāre sorry but during this time some services, like online banking, making payments or transferring money wonāt be possible. For details please visit https://t.co/jSmnTgJcDZ pic.twitter.com/H3JWJtgNxCā TSB (@TSB) April 19, 2018
When TSB split from Lloyds, it had continued to use a banking platform from its former owner while developing its own one. The process of moving across to that was over the weekend, and that disruption was planned, but customers have been reporting troubles long after the 6pm deadline.
It emerged yesterday that regulators have contacted TSB after customers reported significant problems accessing the high street challenger bank’s online systems
Both the Financial Conduct Authority (FCA) and the Information Commissioner’s Office (ICO) have made contact with TSB about the problems
A spokesperson for the FCA said the City watchdog is “aware of the issue and liaising with the firm”.
Read more: TSB belatedly starts new era after leaving Lloyds computer systems behind