TSB ‘up and running’ following five-day outages

TSB’s CEO stated on Twitter this morning that the TSB mobile banking app and website were up and running again, following five days of technical problems which saw customers being locked out of their accounts, vanishing payments and mortgages, and some users being able to see others’ details.

Despite the statement, many customers remain unable to access the bank’s services, receiving the message: “We’ve restricted the number of customers who can log in at once to ensure a good service once you’re in. So please bear with us and keep trying.”

Issues began for TSB on Friday when an attempted migration of accounts from a legacy Lloyds platform to a new system from Banco Sabadell led to several customers reporting missing payments, unexplained credits and views into the accounts of strangers.

The bank warned customers to expect disruption to services over the weekend, but issues have continued in the days since. TSB was forced to switch off its online services entirely for several hours on Tuesday to find a solution, but ran into more issues when it came back online as an influx of customers attempting to access their accounts crashed the system once more.

A TSB customer that spoke with FStech this morning highlighted the ongoing confusion that users are experiencing: “The CEO tweeted this morning that internet banking and the app are back up again, but they definitely are not. Are my direct debits being paid? Are my personal details and my account itself safe, or being accessed by anyone else?”

The bank could face a serious backlash from both the Financial Conduct Authority (FCA) and the Information Commissioner’s Office, which are responsible for regulating companies’ use of customer data, if they find that the TSB has breached regulations. A statement from the FCA read: “We will be talking to the firm to understand exactly what went wrong and the steps that they are taking to ensure something like this does not happen again.”

Nicky Morgan MP, chairman of the Treasury Committee, has called on the bank to explain itself: “The reports of unauthorised transactions, access to other customers’ accounts, and failures of in-branch services have all the hallmarks of an IT meltdown.

“TSB customers deserve to know what has happened, when normal services will resume, and how they can expect to be compensated,” she concluded.

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