For over a week now, millions of TSB customers have faced glitches on the bank’s website. And now Parliament is stepping in to demand answers from TSB bosses. Have you been affected?
Up to 1.9 million TSB customers are facing a second nightmarish week locked out of their accounts, the bank’s online services having been thrown into disarray by a botched data migration.
Customers have been left unable to move money and in some cases given access to other people’s accounts and thousands of pounds that doesn’t belong to them.
TSB said on Sunday that it was “working hard to address these issues” but customers are still reporting difficulties accessing their accounts.
— Which? Money (@WhichMoney) April 25, 2018
And now Parliament is investigating the disruption, calling the bank’s bosses in front of an influential committee.
Parliament steps in
A representative from TSB’s Spanish owner Sabadell will appear in front of the Treasury Select Committee tomorrow to answer questions on how the bank allowed the glitch to occur.
Chair of the Treasury Select Committee, Nicky Morgan MP, said the Committee was “extremely concerned” by the problems at TSB, “and by the apparent miscommunication to customers about the extent and nature of these problems.” Ms Morgan added:
“It’s been reported that services such as online banking have been down for some TSB customers for over a week. Many individuals and businesses will have made arrangements for the planned outage, but not for the additional time that the systems have been unavailable. ”
“We will take evidence from TSB and Sabadell representatives to find out how they got into this mess, who is responsible, and how they are putting it right.”
What we’re demanding
We’re calling for TSB to restore trust by offering swift compensation to affected customers. And demanding that the bank invest more in its IT infrastructure to ensure the same problem does not occur again.
We’re advising TSB customers to record every time they have a problem logging into their online bank account. You should also read our detailed guide on your rights after a bank computer glitch if you’ve been affected.
Gareth Shaw, Which? Money Expert, explains further:
“After almost two weeks of disruption that have seen many TSB customers shut out of vital services, people will rightly be seeking answers and assurances.
“If the bank is to restore the trust of its customers, it must be swift in responding to those affected and in providing compensation. Customers should note down every time they’re affected as evidence to ensure they receive what they’re due.
“The banking industry must put meaningful investment into its IT infrastructure so we don’t see a repeat of this shambles again.”
Have you been affected by the TSB meltdown? What would fair compensation look like to you? Does this knock your trust in online banking?