TSB hit by IT issues again


TSB customers have been hit with further problems because of an IT glitch.

The bank has apologised to both telephone banking and online customers who experienced problems over the weekend.

1.9 million customers

It did not say how many customers were affected, but it is understood 1.9 million of its five million customers use their digital services.

The problems occurred following routine planned maintenance and the bank tweeted to its customers: “We are aware that some customers are having issues this morning using internet banking, the mobile app and telephone self-service. We are currently working to fix this issue. Please accept our apologies for any inconvenience caused.”

A real blow

Consumer champion Which? said the glitch was ‘a real blow’ to the bank’s customers who stayed with them after the bank’s widely publicised IT meltdown in April.

Spokesman Gareth Shaw said: “Customers can incur fines, penalties and fees when they’re not able to access their finances, so the bank must offer compensation to all those affected.

“For TSB customers at their wits’ end with the bank – there has never been an easier time to switch, and the current account Switch Service makes the process as painless as possible.”

Crash

TSB has admitted that the April IT crash cost them £176.4 million and saw 26,000 customers leave the bank.

However, they say that more than 20,000 people switched their accounts to the bank in the same period.

Problem

The April problem occurred when TSB attempted to migrate customers from the computer system of its previous owner, Lloyds, to its new owners, Banco Sabadell.

Widespread disruption left around two million customers without access to their accounts for several weeks. Two months after the event the bank admitted only 37% of the 130,000 complaints it received had been resolved.

Credit scores

Now some home buyers are complaining their credit scores have dropped ‘significantly’. One customer claimed her score had dropped by almost 100 points, pushing it down from ‘good’ to ‘fair’.

She was then told TSB had failed to update her details since April instead of the usual once a month.

Media inquiries

In response to media inquiries, TSB has admitted that credit files with Equifax, Experian and Call Credit were not updated and that they had taken the decision not to pro-actively call their customers ‘due to the perceived small scale and impact of the issue.’

It said it was now working to rectify the problem and is making ‘good progress.’

A bank spokesman said “We are sorry that our customers have seen a delay in their credit files being updated – we are working really closely with the credit reference agencies and are making very good progress, so expect to see everything back to normal soon.

“In the meantime, we have been taking action to make sure customers are not adversely affected and if any customer has experienced an issue then we would encourage them to get in touch with us so we can help put things right.”

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