TSB online banking problems? Are the app and website down and can I get compensation for the outages?
TSB customers remain frustrated as they continue to face issues making internet or app payments - five weeks after the IT crisis began.
The bank said experts from IBM will work "for as long as it takes" to fix the errors, but it is not known when services will return to normal.
What’s happening with TSB online banking?
Scores of TSB customers reported issues accessing their accounts.
On May 25 account holders found themselves locked out of their online and mobile banking app.
Frustrated customers took to Twitter to complain pointing out how it came at a particularly inconvenient time, with many people expecting their pay cheques on the last Friday of the month.
It came after problems after the bank carried out upgrades to its online banking system between 4pm on Friday, April 20 and 6pm on Sunday, April 22 night.
Five weeks on, many customers reported major issues with their accounts, with many still unable to access their cash.
On June 10, customers complained about being locked out of their accounts after the bank tweeted it would be making some updates to its mobile app.
A spokesperson from TSB said:“We’re really sorry that some of our customers experienced intermittent issues with online banking for a short period this morning.
"This issue has now been fixed and our services are working as normal.
"Customers were still able to use their cards as normal throughout.
"We’d like to apologise to our customers for any inconvenience this may have caused.”
So what’s going on?
Some customers reported seeing their accounts incorrectly credited with funds that are not theirs, while others claim they can see other customers’ bank details instead of their own.
It has been deemed by customers as a “major breach of data protection laws” although this has been denied by TSB.
Some TSB customers also claim they are unable to log on altogether, with many taking to Twitter to vent their frustrations and demand answers.
It's also been said that the app and internet banking is not working.
At present, the bank is reassuring customers that normal service will resume as soon as possible.
Can I get compensation?
TSB is required to pay customers compensation, who have been victims of fraud, within two days of the issue being reported.
As it stands, TSB has failed to pay compensation to any, despite being required to under payment services regulations.
Lorna Connolly who was unable to access her account days before her wedding day was offered £100 compensation after she "grovelled" on the phone to suppliers.
Richard Lloyd, chairman of Resolver told the BBC's today programme compensation rules need to be made much clearer.
When will the TSB problem be fixed?
TSB has told customers online that it doesn't have any timescales on when the problems will be resolved.
They added: "However, we are working as fast as we can to resolve this."
The bank has also apologised for the inconvenience caused.
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.
Has TSB issued a statement?
A spokesperson for TSB told the Sun Online: “We’re aware that our mobile app is currently unavailable for some customers – we’re really sorry for the inconvenience this may cause.
“Our internet banking site, accessed via www.tsb.co.uk, is working as normal and we recommend our customers access their accounts there.
"We are working as hard and as fast as possible to get the mobile app back up and working fully.”
Nicky Morgan, chair of the Financial Conduct Authority which looked into the bank's response said: "I am deeply concerned by TSB’s poor communications about the scale and nature of the problems it has faced; by its response to customer fraud; and by the quality and accuracy of the oral and written evidence provided by Dr Pester.”
What are your rights if payments are messed up?
Bank customers who suffer knock-on costs during a meltdown like this are usually reimbursed by the bank.
For example, when the NatWest/RBS IT fiasco happened in 2012, it announced shortly afterwards that nobody would be left out of pocket - the bank was fined £56million.
It is wise to make a note of dates and a log of how much you have been left out of pocket.
TSB may have a data protection crisis on its hands which could potentially see customers compensated and the bank facing hefty fines.
What happens if you spend money in your account that isn't yours?
One customer said they had "access" to other customers' accounts totalling more than £20,000, while others appear to have received payments directly into their accounts that aren't theirs.
Legally, if a sum of cash is accidentally paid into your account and you know it isn't yours, you are liable to pay it back.
Keeping and spending any money wrongly placed into your account could lead to you being charged with retaining wrongful credit under the Theft Act 1968.
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