TSB website and app STILL DOWN but bank’s boss Paul Pester claims it will be fixed today
TSB customers are still unable to access their cash for the second day after a weekend upgrade to the company's online systems.
But the bank's boss has now claimed that the bank's online services could be working this afternoon.
In a tweet TSB CEO Paul Pester said that the bank took down it's online services at 10:30 this morning and will try and get the systems back up again this afternoon.
The boss also reassured customers that no one would be left out of pocket because of the recent maintenance issues.
But, a number of customers are still having issues as TSB are working to right the problems.
UP to 1.9 million people have been affected by the online and app fail for TSB bank, with the glitch locking people out of their accounts.
Others have reported they have been given access to other people's account, raising data breach concerns.
The cause of the meltdown, which started last weekend, is said to be an IT upgrade gone wrong.
Customers were warned via text and on social media about the upgrade.
They were told that they should be able to make transfers using telephone banking and in branches.
Some customers affected by the banking glitch claim that they have seen other TSB users’ bank account details when they log into their accounts online and in its app.
TSB have now said that the cause of this glitch was that the customers affected all had connected accounts which are typically used by families to link bank accounts.
CEO Paul Pester has also written personally to each affected customer apologising and reassuring them that their data is safe.
The bank say they have also tracked every payment made by these customers’ accounts and spoken to every customer to confirm each payment’s validity.
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 receipts 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.
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: “A substantial amount, £13,000, which is a lot more than I have!"
“I got back into my account again at 7pm and it showed that nothing was in my account at all - not even my overdraft was there, just showed as 0.00.
"I was absolutely worried when I saw what was going in my account".
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Laim now plans to switch banks because of problems he had with TSB this weekend.
He added: “[I feel] pretty uneasy to be honest, if it's happening to me does it mean it's happening to my family/friends as well?
“The fact TSB weren't offering valid replies wasn't much help for a lot of people, because lots were worried but weren't being told what was going on."
The TSB earlier issued a statement apologising to customers for the problems.
A spokesperson said: “We are currently experiencing large volumes of customers accessing our mobile app and internet banking which is leading to some intermittent issues with people accessing our services.
"We are really sorry for the inconvenience this is causing our customers and want them to know we are working as hard and as fast as we can to resolve this problem.”
The spokesperson added that there had not been a "data breach".
She said: "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.”
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