Did TSB suffer a data breach, are my online banking details safe and is the website and app still down?
PROBLEMS due to maintenance work carried out on TSB's online systems over the weekend have left many customers unable to access their accounts.
Here is what happened to the bank and what to do if you have been affected by by the issue.
What happened to TSB?
TSB had planned to carry out maintenance work on it's online services between 4pm Friday 20 April and 6pm Sunday 22 April.
The bank had warned customers that they would not have access to services like online banking, making payments and transferring money online whilst this maintenance work was going on.
But, after 6pm on Sunday TSB's online services were still down and many customers are still unable to access their accounts today (Monday April 23).
Some customers have had their cards declined and direct debits cancelled, others have claimed that when they opened the TSB app they saw other customer's bank details and even had access to move money from the stranger's accounts.
Did TSB have a data breach?
TSB has denied that there was a data breach.
Referring to customers being able to see other app user's accounts a TSB spokesperson told The Sun: "“We have noted some reports in the media regarding customers’ access to account information last night."
"We can confirm the access issues, which lasted only about 20 minutes and impacted just a tiny fraction of our customer base, were fixed last night.”
But, customers have still said that they have been able to view other TSB user's accounts.
Laim McKenzie, 20, from Paisley in Scotland told The Sun that he signed into his banking app shortly after 6pm on Sunday and saw someone else’s account as well as his own.
He said he saw: “A substantial amount, £13,000, which is a lot more than I have!"
What is a data breach?
THE Information Commissioner's Office, the UK authority on information rights, describes a data breach as follows:
"A personal data breach means a breach of security leading to the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, personal data."
"This includes breaches that are the result of both accidental and deliberate causes. It also means that a breach is more than just about losing personal data."
Examples of data breaches can include:
- An un-authorised person having access to your data
- Sending personal data to the wrong person
- changing personal data without permission or your personal data no longer being available
All of these examples can happen accidentally or on purpose and still count as a data breach.
TSB insist that there has not been a data breach, but these circumstances do seem very similar to the ICO's definition of a data breach.
You can read the ICO's definition of a data breach
Is the TSB website and app working?
As of 4:30pm on Monday April 23 both the TSB website and app are still down.
Customers are unable to login to their accounts on both TSB's website and app.
If you do try and log in to the website you will be shown this message:
Several services are still unavailable such as being unable to make faster payments from the bank's app and being unable to make a balance transfer or increase your credit card limit.
App customers are also unable to view previous transactions as far back as January 2018.
There are also still issues with customers seeing missing or incorrect data about their credit cards in the app.
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What do I if I am affected by the TSB maintenance problems?
TSB have a help page which gives advice on when certain services are meant to be fixed.
The website is and lists common problems that customers have dealt with in the past.
Though there has been no word if customers will be compensated for these issues a TSB spokesperson told The Sun: "No customer will be left out pocket as a result of this issue."
You can also call the TSB customer service line on 0345 975 8758.
Though some customers have said they have had to wait on hold for as long as half and hour to speak to someone from TSB.
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.
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