TSB customers still locked out of accounts despite CEO claiming online banking 'up and running'

IT ‘meltdown’ enters sixth day with customers still not able to log in to view details and others saying information has disappeared

Ben Chapman
Wednesday 25 April 2018 11:10
‘We are aware of a potential data breach and are making enquiries,’ said the Information Commissioner’s Office
‘We are aware of a potential data breach and are making enquiries,’ said the Information Commissioner’s Office

TSB customers were still locked out of their online accounts on Wednesday, despite the bank’s chief executive claiming systems were “up an running”, as IT chaos entered its sixth day.

Customers who logged into their account online and through TSB’s app were faced with a screen stating that the bank was limiting the number of users accessing the service. Others were able to log in but, when they did, some or all of their account details had disappeared.

Customers have also reported that they could access other people’s accounts, including account numbers, sort codes and transaction histories.

​TSB could not say how many people were still locked out of the service or when the problems would be fully resolved.

The ongoing IT disaster began with botched upgrade work on Friday, but has developed into one of the worst technology failures to hit a UK retail bank and has left many of TSB’s 1.9 million customers furious.

Some said they were falling behind with bill payments.

Others said they were worried their money had simply disappeared.

Many customers expressed frustration that the bank was not being clear about what had happened.

That came after Paul Pester, CEO of TSB, tweeted on Wednesday morning: “Our mobile banking app and online banking are now up and running. Thank you for your patience and for bearing with us.”

MPs demanded answers from TSB on Tuesday. Nicky Morgan, chair of the Treasury Committee, said: “The reports of unauthorised transactions, access to other customers’ accounts and failures of in-branch services have all the hallmarks of an IT meltdown.

“This is yet another addition to the litany of failures of banking IT systems. Potentially, millions of customers could be affected by uncertainty and disruption.

“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.”

A spokesperson for the Financial Conduct Authority said on Tuesday that the watchdog was “aware of the issue and liaising with the firm”. A spokesperson for the Information Commissioner’s Office said: “We are aware of a potential data breach in relation to the TSB and are making enquiries.”

Mr Pester said on Tuesday that he was “truly sorry” about the problems caused.

“We’re still seeing issues with access to our digital services,” he added. “One of the steps we need to take to resolve this is to take our mobile app and online banking down for a few hours.

“We did this at around 10.30 this morning and we hope to be back up later this afternoon.”

The problems 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.

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