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TSB customers unable to access mortgage accounts as IT problems drag into third week

Bank had faced 40,000 complaints by the end of last week

Ben Chapman
Tuesday 08 May 2018 10:40 BST
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Some customers are still unable to see information on upcoming credit card payments
Some customers are still unable to see information on upcoming credit card payments (PA)

TSB’s IT problems have continued into a third week with customers still unable to access mortgage accounts online.

The bank had faced 40,000 complaints by the end of last week after a switch to a new computer system went badly wrong.

Many have been unable to get through to TSB’s customer service centre because of long waiting times.

Some customers are still unable to see information on upcoming credit card payments.

The bank has said that anyone who has lost money as a result of the outage will be able to get it back.

Some customers have been unable to log in to make a payment and then incurred a financial penalty as a result, for example.

A TSB spokesperson said: “Everyone at TSB is working around the clock to fix the issues some of our customers have been experiencing, and progress is being made.

“Our focus remains on getting things back to normal for our customers as soon as possible, and we will ensure that no customer is left out of pocket as a result of these issues.”

Last week, chief executive Paul Pester, along with the bank’s chairman and chief operating officer, were hauled before parliament’s Treasury committee to explain how the problems had been allowed to happen, why customers were still experiencing problems and when they would be fixed.

Mr Pester’s responses failed to impress the committee, with chair Nicky Morgan describing him as a “staggering example of a chief executive who seems unwilling to acknowledge the scale of the problem”.

The chief executive will not receive a £2m bonus he was due to collect for successful completion of the integration between TSB and its parent company Sabadell.

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