27 Apr 2018
TSB has come under criticism for struggling to resolve its mobile and online banking problems, which have prevented customers from accessing their accounts, and has raised issues about data breaches.
Customers have been complaining about being unable to pay bills, and issues around bank account security have also emerged.
A Hertfordshire-based customer of TSB said the bank account details of another customer were revealed to him, including the person’s £35,000 savings account and £11,000 Isa.
He told the BBC in an article published on Monday:
“I could see all my accounts, but on top of that also three accounts belonging to someone else: a £35,000 savings account, an £11,000 Isa and a business account,” he told the BBC.
“I could see their account numbers, sort codes and transaction histories and I had access to transfer money too, if I was that way inclined.
“The thing that was worrying me most was: what if someone can see mine too?”
The problems have been going on for several days now, and TSB, which is owned by Spain’s Banco Sabadell, has issued a number of statements on progress being made to resolve the problems.
On Wednesday, TSB CEO Paul Pester said: “The challenge we are facing at the moment is that while we know everything is working, one of the main ways that our customers see everything is working – through our internet banking and mobile app – isn’t functioning as well as it should be, and for this I’m truly sorry. I can appreciate how frustrating this must be for our customers.”
“Our teams continue to work around the clock to fix the problems that some of our customers are having in accessing their TSB accounts,” he said.
Despite assurances that services were up and running on Wednesday, there were still reports of ongoing problems by Thursday, with news that the bank has had to get outside help to solve the crisis.
The outage reportedly follows a planned transfer of the bank’s computer systems from its previous owner Lloyds Banking Group to a newer system.
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