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You can find the current article at its original source at https://www.theguardian.com/business/2018/apr/24/tsb-customers-online-banking-chaos-accounts
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| TSB: up to 1.9m customers still facing online banking chaos | TSB: up to 1.9m customers still facing online banking chaos |
| (35 minutes later) | |
| Up to 1.9 million TSB mobile and internet banking customers remained unable to access their accounts for a fifth day on Tuesday after a botched IT upgrade over the weekend. | Up to 1.9 million TSB mobile and internet banking customers remained unable to access their accounts for a fifth day on Tuesday after a botched IT upgrade over the weekend. |
| The transfer of banking data has plunged the bank into turmoil, with some customers saying they had rogue credits and debits on their accounts while others said they had been given access to random accounts. | The transfer of banking data has plunged the bank into turmoil, with some customers saying they had rogue credits and debits on their accounts while others said they had been given access to random accounts. |
| Angry customers flooded social media with complaints, some saying they were unable to pay their mortgages or access any cash. Many called for compensation from the bank. | Angry customers flooded social media with complaints, some saying they were unable to pay their mortgages or access any cash. Many called for compensation from the bank. |
| One TSB customer, Matthew Neal, who wanted to check how much he had spent at the pub on Sunday night, told the BBC he had access to someone else’s £35,000 savings account, £11,000 ISA and a business account when he logged into his account on Monday night. | One TSB customer, Matthew Neal, who wanted to check how much he had spent at the pub on Sunday night, told the BBC he had access to someone else’s £35,000 savings account, £11,000 ISA and a business account when he logged into his account on Monday night. |
| A TSB spokesperson said: “We are currently experiencing large volumes of customers accessing our mobile app and internet banking which is leading to some intermittent issues with people accessing our services. We are really sorry for the inconvenience this is causing our customers and want them to know we are working as hard and as fast as we can to resolve this problem.” | A TSB spokesperson said: “We are currently experiencing large volumes of customers accessing our mobile app and internet banking which is leading to some intermittent issues with people accessing our services. We are really sorry for the inconvenience this is causing our customers and want them to know we are working as hard and as fast as we can to resolve this problem.” |
| The problems started on Monday morning, after the planned IT upgrade took place over the weekend. Customers had been warned they would not be able to conduct transactions on the internet or their mobile phone between Friday 4pm and Sunday 6pm. | |
| The spokesperson said customers could use telephone banking or go into a branch instead. The bank’s customer service line reopened at 7am. | The spokesperson said customers could use telephone banking or go into a branch instead. The bank’s customer service line reopened at 7am. |
| Regulators are investigating the IT breakdown. Both the Financial Conduct Authority and the Information Commissioner’s Office said they were looking into the problems. They have the power to fine TSB for the botched system upgrade and for data breaches. | Regulators are investigating the IT breakdown. Both the Financial Conduct Authority and the Information Commissioner’s Office said they were looking into the problems. They have the power to fine TSB for the botched system upgrade and for data breaches. |
| Philip Augar, a former TSB board member, said on the BBC’s Wake up to Money: “If this sort of thing happens, ’fess up straight away, be honest and play it straight from the word go and that seems to have gone wrong.” | Philip Augar, a former TSB board member, said on the BBC’s Wake up to Money: “If this sort of thing happens, ’fess up straight away, be honest and play it straight from the word go and that seems to have gone wrong.” |
| "If this sort of thing happens 'fess up straight away, be honest and play it straight from the word go and that seems to have gone wrong" Former TSB Board member and banking writer Philip Augar as TSB customers continue to have problems accessing their accounts. #wakeuptomoney pic.twitter.com/ZRitJNqsxR | "If this sort of thing happens 'fess up straight away, be honest and play it straight from the word go and that seems to have gone wrong" Former TSB Board member and banking writer Philip Augar as TSB customers continue to have problems accessing their accounts. #wakeuptomoney pic.twitter.com/ZRitJNqsxR |
| TSB was spun off by Lloyds Banking Group and then bought in 2015 by Spain’s Banco Sabadell. | TSB was spun off by Lloyds Banking Group and then bought in 2015 by Spain’s Banco Sabadell. |
| Customers vented their anger on Twitter. | Customers vented their anger on Twitter. |
| I really hope you'll be compensating customers who have been unable to access their cash for 3 whole days while you mess around with your systems. I missed the 4pm deadline to transfer out cash to my main account and was left with zero the whole weekend. disgusting. | I really hope you'll be compensating customers who have been unable to access their cash for 3 whole days while you mess around with your systems. I missed the 4pm deadline to transfer out cash to my main account and was left with zero the whole weekend. disgusting. |
| One also said she was unable to use her debit card on Tuesday morning. | One also said she was unable to use her debit card on Tuesday morning. |
| @TSB I can’t even use my debit card this morning! This is ridiculous #TSB | @TSB I can’t even use my debit card this morning! This is ridiculous #TSB |
| Royal Bank of Scotland was fined £56m by regulators after a bungled software upgrade left more than 6.5 million customers locked out of their accounts in June and July 2012. The bank paid £70.3m in compensation to UK customers and £460,000 to individuals and firms who were not customers. | |
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