TSB’s customers aren’t happy with the bank and here’s why
Five days into the IT update, customers want answers and TSB aren’t providing them.
The bank warned its customers of closing the internet banking and app down from 4 pm on Friday until 6 pm on Sunday. Tuesday has been and gone, and over two million customers are still waiting on updates.
This isn't the level of service that we pride ourselves on providing, and isn't what our customers have come to expect from TSB, and for that I'm deeply sorry.
— Paul Pester (@PaulPester) April 24, 2018
The bank suffered a data breach during the weekend, where money was transferred from accounts without knowledge. This sparked further calls for answers on the situation.
The CEO, Paul Pester stated that “no one will be left out of pocket as a result of these service issues”, but customers nationwide are already seeing the disadvantages of not having access to their accounts.
No, I don't think you truly understand what it means to live penny to penny and be uncertain that those pennies will be there for you to use. This is a disgrace and the stress that you, the TSB, have caused is unmeasurable. Sorry is not enough.
— Erin Dog (@Erinthedog) April 24, 2018
As of Tuesday 24th, cards have been getting declined, and a vast number of people cannot check their balances at cash machines, meaning people are left to figure out what to do on their own.
#tsb @TSB please just tell us the truth. Is this situation fixable or have you just bankrupted almost 2 million people? Where is our money? Do you still have it? We want access now, this is no joke anymore. Access. Now.
— amy wood (@amyrockblock) April 24, 2018
Pester said: “We’re still working really hard to get our online banking and mobile app up and running. I appreciate how frustrating this is for our customers and I’m really sorry. Please bear with us and I will keep you updated.”
Although promised an update, the official TSB Twitter account has been firing the same automated message to its worried replies.
I'm really sorry for this. You'd need to contact our Telephone Banking team on 03459 758 758 so they can look into this further. They’re available daily from 7am-11pm. Alternatively you can visit your nearest branch. Sophie
— TSB (@TSB) April 24, 2018
Whilst people are being advised to call the banking team on the number mentioned above, people have been on hold for hours before they get through to anyone – losing out on even more money.
So far, no talks of compensation for the time and money lost have surfaced the media. We can only hope that those whose cards have been getting declined, and people who’s accounts are showing £0 or overdrawn figures when they have been paid, are compensated for their worrisome time over the last five days.
Are TSB customers victims of fraud, or is this a simple IT issue which will be resolved as soon as possible?