TSB customers are experiencing problems using online banking and the bank’s mobile app on Monday morning – more than 12 hours after a planned upgrade was supposed to finish.
The bank had told its account holders that some of its services, including online banking, making payments and transferring money, would not be usable over the weekend, with a window for system upgrades scheduled between Friday at 4pm and Sunday at 6pm.
Some TSB customers who did try and use online banking after the upgrades were supposed to have been complete on Sunday evening reported a number of bizarre problems, with one claiming they had access to other customers’ money totalling more than £20,000 and another reportedly discovering they had been credited with £13,000 after logging back in.
And on Monday morning, some customers were still having issues, with TSB’s social media channels admitting there were still “intermittent problems” which it was “working hard” to fix.
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TSB ‘letting customers down’
After facing a string of complaints over the weekend, more TSB customers were complaining on social media on Monday morning.
Some of these can be seen below:
App not showing any account info? I need to see my balanceð¡
James (@JaaamesRobinson) April 23, 2018
It’s 8:45. I cannot log into Internet banking. I appreciate that the scheduled website maintenance was important, but it’s now Mon morning. TSB are letting customers down. The website was supposed to be available again at 6pm Sun. That’s a 15hr delay. No service update on website
P1XL8 365 (@P1XL8_365) April 23, 2018
@TSB do you know when these issues will be sorted?? I am awaiting a transfer that was sent to me Friday and still can’t use. It’s now Monday and I need this.
Bob (@NoToTTIPSaveNHS) April 23, 2018
Status update says it’s working. But login says internet banking STILL unavailable. Need to get on there asap ð£
Ellen Kirkman (@poeticnihilist) April 23, 2018
I’m affected – what should I do?
While the disruption this weekend was expected and customers had been pre-warned, if you think you’ve lost out as a result of the unexpected outage – for example, if you are unable to make a bank transfer on time and incur a financial penalty – you can put a complaint in to TSB.
See full info on how to do this on TSB’s complaints page.
TSB is covered by the Financial Ombudsman Service, so if you’re still not happy after it has dealt with your complaint, you can ask the Ombudsman to look at your case.
You can find full details on how to put a complaint in using our guide to the Financial Ombudsman.
We have contacted TSB for comment and will update this story when we hear back.
Additional reporting by the Press Association.