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Friday 14 December 2018

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TSB battles fresh IT meltdown

Written by Hannah McGrath
03/09/2018

TSB has suffered yet another IT meltdown, with customers unable to use its internet banking, mobile phone app and telephone self-service.

The challenger bank, which was left reeling by a major IT collapse in April this year, released a statement on Twitter this morning apologising to customers for ongoing issues throughout the weekend following a session of planned maintenance work on Friday evening.

The statement released shortly after 9am this morning said: “We’re aware that some customers are having issues this morning using internet banking, the mobile app and telephone self service. We are currently working to fix this issue. Please accept our apologies for any inconvenience caused.”

It followed a tweet issued at 6am this morning announcing that the “intermittent issues” experienced by customers on Sunday had “been resolved”.

TSB had announced it would be carrying out planned maintenance to online banking services between 11pm on Friday and 3am on Saturday and informed customers that both the mobile app and internet banking services would be unavailable during this time.

However, the problems persisted throughout the weekend and after a temporary resumption of service appeared to have gone down again this morning.

One disgruntled customer tweeting under the name Mark Allen Boyle replied to the updated statement with the message: “I thought 4 hours ago it was fixed.... why not just say it like it is, another botched upgrade / update.”

Another, Tweeting under the name Jean Thierry branded the issue “yet another disaster weekend” and complained that customers had been given less than twelve hours’ notice of planned disruption to service on Friday.

One customer, Conrad Dakarn, who claimed to have accessed their online banking reported issues transferring money between accounts.

The relapse into online banking issues will weigh heavily on the bank’s efforts to rebuild its relationship with customers after thousands were left without access to online banking services for five days in April following a botched migration to a new IT system.

FSTech has contacted TSB for comment.



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