Treasury Committee demands answers over "IT meltdown" at TSB

25 April, 2018, 01:13 | Author: Sally Reid
  • TSB has apologised to customers unable to access their mobile and online accounts after a system upgrade was supposed to have been completed

While customers have been complaining on social media about being unable to access their accounts either online or via the mobile app, regulators have waded into the crisis affecting the banking giant.

Problems started to emerge on Monday morning, following a planned IT upgrade scheduled for between 4pm on Friday 20 April and 6pm on Sunday 22 April.

The bank, which offered its customers access to emergency cash at its branches, said it had fixed the issues to facilitate the recovery of the funds overnight and that the problem was the result of a human error, not connected to a 2012 IT issue.

This latest upgrade involved TSB migrating vast amount of customer data from the banking platform it rented from Lloyds to its own platform.

Intermediaries have been reporting service disruption at TSB for around a week but the broker IT processing systems are stable, unlike the consumer-facing platform, which is still down on day four.

The services should be working later today, he said.

British bank TSB has apologised after an upgrade to its systems caused the online banking platform to collapse.

It gave no further details on how many customers had been affected.

"It simply isn't good enough to expose customers to IT failures, including delays in paying bills and an inability to access their own money".

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She added: "Warm words and platitudes will not suffice".

"TSB customers deserve to know what has happened, when normal services will resume, and how they can expect to be compensated ..."

Users took to Twitter this morning to complain about the continuing disruption to TSB's banking service. "This is absolutely ridiculous the minute I get through to someone I'll be closing my account!" "I've banked with TSB for the best part of 15 years, but that might be about to change".

Not been able to get money since Friday but you can still access payments, tsb is the worst bank I've ever dealt with.

On the 3 April, TSB confirmed brokers could no longer complete product transfers via its systems for two months, so customers would have to go direct to the lender until the end of May.

But, hours after the work was supposed to be finished, the bank was bombarded with complaints from customers unable to log on.

A TSB spokesperson says: "We are now experiencing large volumes of customers accessing our mobile app and internet banking, which is leading to some intermittent issues with people accessing our services".

However, TSB's statement has done little to placate customers and has gained the ire of the Treasury Committee, which is demanding answers.