TSB apologises after customers complain of online banking 'data breach'

Some customers say they can view other people’s accounts through app after bank completes technology upgrade

Ben Chapman
Monday 23 April 2018 14:15
Comments
The bank said it was 'working as hard and as fast as we can to get these up and running'
The bank said it was 'working as hard and as fast as we can to get these up and running'

TSB has apologised to customers who could not access their accounts through the company’s app and online banking service on Sunday night and Monday morning.

A number of customers complained of a “data breach” and said that they were able to view other people’s account information through the app.

The problems came after TSB carried out planned upgrade work to its technology over the weekend. The bank had warned that some services would not be available from 4pm on Friday to 6pm on Sunday but customers found that problems persisted beyond this, leaving them locked out of their accounts.

One customer told the BBC that he had been credited with a large sum of money that was not his once he managed to get back into the app.

“My balance, because of my overdraft, is in minus, but my balance was showing at £13,000,” said Laim McKenzie, from Paisley in Scotland.

In a statement on Monday morning, TSB said that there were still “intermittent issues” with its mobile and online banking services and that it was “working as hard and as fast as we can to get these up and running”.

The announcement came after TSB’s social media team faced a series of complaints from customers on Sunday evening.

Craig Malcom tweeted: “TSB I currently have access to £20k+ of other people’s money.

“I suggest somebody answers the phones as i've been on hold for 45 minutes!

“This is a MASSIVE breach of data protection! If i have access to their account they could have to mine as well!”

Another Twitter user called Bex wrote: “@TSB so go to my app and have someone else’s accounts there!!!! Serious DPA (Data Protection Act) breach!”

“Want to speak to someone now and a half an hour wait!! What would the FCA [Financial Conduct Authority] say about this!!! Might just inform them a bank is giving away other people’s account numbers.”

The problems apparently stemmed from a switch to a new online banking system. TSB had rented the technology behind its app and online banking from Lloyds Banking Group since the two companies split. Over the weekend, TSB moved customers to a new platform which experienced some teething problems.

Register for free to continue reading

Registration is a free and easy way to support our truly independent journalism

By registering, you will also enjoy limited access to Premium articles, exclusive newsletters, commenting, and virtual events with our leading journalists

Please enter a valid email
Please enter a valid email
Must be at least 6 characters, include an upper and lower case character and a number
Must be at least 6 characters, include an upper and lower case character and a number
Must be at least 6 characters, include an upper and lower case character and a number
Please enter your first name
Special characters aren’t allowed
Please enter a name between 1 and 40 characters
Please enter your last name
Special characters aren’t allowed
Please enter a name between 1 and 40 characters
You must be over 18 years old to register
You must be over 18 years old to register
Opt-out-policy
You can opt-out at any time by signing in to your account to manage your preferences. Each email has a link to unsubscribe.

Already have an account? sign in

By clicking ‘Register’ you confirm that your data has been entered correctly and you have read and agree to our Terms of use, Cookie policy and Privacy notice.

This site is protected by reCAPTCHA and the Google Privacy policy and Terms of service apply.

Join our new commenting forum

Join thought-provoking conversations, follow other Independent readers and see their replies

Comments

Thank you for registering

Please refresh the page or navigate to another page on the site to be automatically logged in