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TSB battles to fix online banking after days of disruption – business live TSB battles to fix online banking after days of disruption – business live
(35 minutes later)
It’s all gone quiet over at TSB, so here’s our latest news story on the bank’s IT problems:
I’ll be back later if there are any major developments. If TSB don’t get things sorted in the next 12 hours, there could a real backlash on Wednesday.
Anger among its customers is already bubbling....
@TSB it’s 7:30pm. Well past what most people consider late afternoon. When. Will. I. Be. Able. To. Get. To. My. Money? 🗣😡#4days
Keeping your customers in the dark is never a good thing... we have necessities to pay for. Sorry is just not good enough after 5 days of not being able to access my account.
@TSB - come on - you have had long enough to resolve this. Two whole days after when it was supposed to be back up - I need access to my account - "as quickly as we can" is simply not acceptable any more. What is going on? When will it be resolved?
Disgusted by @TSB I’ve had mails saying my direct debits haven’t went through because their systems have been down ! I hope you are going to pick up the charges I may now be getting ! Get it sorted TSB what a complete joke !
@TSB still unable to access my account and your phone lines dreadful. It sounds like your underwater. I’m so unhappy with the non assistance I’ve received. How are you able to help anyone access important info?
TSB customers continue to report problems tonight, as TSB’s tech staff wrestle with its internet banking system.TSB customers continue to report problems tonight, as TSB’s tech staff wrestle with its internet banking system.
@PaulPester how’s it going Paul? Like many others we have bills to pay, mainly for our children’s planned activities and lessons. Can you drop over £90 to the piano teacher for me? He’s a bit annoyed . Or at least give a timescale of when we can get out transfers going ? #tsb@PaulPester how’s it going Paul? Like many others we have bills to pay, mainly for our children’s planned activities and lessons. Can you drop over £90 to the piano teacher for me? He’s a bit annoyed . Or at least give a timescale of when we can get out transfers going ? #tsb
Anyone else's card declining when you go to pay at till point? Embarrassing and I know I have money @TSB #TSBAnyone else's card declining when you go to pay at till point? Embarrassing and I know I have money @TSB #TSB
My partner has been on the phone for over an hour before being cut off. Why refer people to it when it’s only going to frustrate them more?! Cards being declined leaving people struggling is shocking!My partner has been on the phone for over an hour before being cut off. Why refer people to it when it’s only going to frustrate them more?! Cards being declined leaving people struggling is shocking!
There’s a strong suspicion that TSB rushed its IT migration, leading to the current mess.There’s a strong suspicion that TSB rushed its IT migration, leading to the current mess.
Our financial editor, Nils Pratley, thinks the move was partly driven pressure to get it done before the Bank of England raises interest rates in May (which could spark a rush of customers seeking mortgage deals).Our financial editor, Nils Pratley, thinks the move was partly driven pressure to get it done before the Bank of England raises interest rates in May (which could spark a rush of customers seeking mortgage deals).
But the other driver was cost.But the other driver was cost.
Nils writes:Nils writes:
Under the terms of its separation from Lloyds Banking Group in 2014, TSB effectively pays rent to use its old IT system. The cost of this “transitional service agreement” soared last year from £91.8m to £214m, according to the 2017 accounts. Delay, in effect, was costing £10m-plus a month.Under the terms of its separation from Lloyds Banking Group in 2014, TSB effectively pays rent to use its old IT system. The cost of this “transitional service agreement” soared last year from £91.8m to £214m, according to the 2017 accounts. Delay, in effect, was costing £10m-plus a month.
“We would never rush if we didn’t think we were ready,” said TSB. Banking and data regulators will want to test that statement in detail.“We would never rush if we didn’t think we were ready,” said TSB. Banking and data regulators will want to test that statement in detail.
High cost of more delay forced TSB to upgrade before it was ready | Nils Pratley https://t.co/KRAofxZNLGHigh cost of more delay forced TSB to upgrade before it was ready | Nils Pratley https://t.co/KRAofxZNLG
TSB CEO Paul Pester is now on Sky News, discussing the IT crisis which forced the bank to take its internet banking and mobile app offline this morning.TSB CEO Paul Pester is now on Sky News, discussing the IT crisis which forced the bank to take its internet banking and mobile app offline this morning.
He says that the vast majority of TSB’s services have been running smoothly since last weekend’s IT migration.He says that the vast majority of TSB’s services have been running smoothly since last weekend’s IT migration.
Q: So what’s gone wrong?Q: So what’s gone wrong?
Pester says that TSB’s website app struggled with a “large number of concurrent users”, who tried to access their accounts on Sunday evening once the migration process was over.Pester says that TSB’s website app struggled with a “large number of concurrent users”, who tried to access their accounts on Sunday evening once the migration process was over.
We didn’t have enough bandwidth to cope, he says - so we’re addressing that problem now.We didn’t have enough bandwidth to cope, he says - so we’re addressing that problem now.
Q: Was the new platform not tested properly?Q: Was the new platform not tested properly?
Pester says there was “extensive testing”, with nine cycles of testing before the bank took the plunge. It’s very hard to recreate how customers are going to use the platform. he says.Pester says there was “extensive testing”, with nine cycles of testing before the bank took the plunge. It’s very hard to recreate how customers are going to use the platform. he says.
Q: When will your internet and mobile banking be back online?Q: When will your internet and mobile banking be back online?
Pester says he’d “love to think” they would be up very soon, ideally this evening (so the old target of this afternoon is officially abandoned).Pester says he’d “love to think” they would be up very soon, ideally this evening (so the old target of this afternoon is officially abandoned).
But this is the biggest bank account migration Europe has seen, and he’s told TSB’s IT staff not to bring services back online until they’re sure they’re ready.But this is the biggest bank account migration Europe has seen, and he’s told TSB’s IT staff not to bring services back online until they’re sure they’re ready.
Q: Are you braced for a big fine from regulators?Q: Are you braced for a big fine from regulators?
Pester says TSB are talking to the FCA (Financial Conduct Authority) and the PRA (Prudential Regulation Authority). Both have been “involved with us on this journey”, he adds, so they know the situation well, and they’re being kept up to speed.Pester says TSB are talking to the FCA (Financial Conduct Authority) and the PRA (Prudential Regulation Authority). Both have been “involved with us on this journey”, he adds, so they know the situation well, and they’re being kept up to speed.
Q: What about compensation?Q: What about compensation?
Any customer who is out of pocket, we will put it right, Pester pledges.Any customer who is out of pocket, we will put it right, Pester pledges.
He says that mortgage services have been running very smoothly, as have ATMs and credit cards.He says that mortgage services have been running very smoothly, as have ATMs and credit cards.
Q: Are you going to lose your bonus?Q: Are you going to lose your bonus?
That’s up to the remuneration committee and the board to decide, says Pester.That’s up to the remuneration committee and the board to decide, says Pester.
He ends by apologising profusely to customers, saying he understands their frustration.He ends by apologising profusely to customers, saying he understands their frustration.
ITV just broadcast more of its pre-recorded interview with Paul Pester.ITV just broadcast more of its pre-recorded interview with Paul Pester.
In it, Pester says his IT staff have told him the online banking would be fixed by 2pm today (it wasn’t!).In it, Pester says his IT staff have told him the online banking would be fixed by 2pm today (it wasn’t!).
Pester, though, is more sceptical so is aiming for mid-afternoon (it wasn’t ready then either!).Pester, though, is more sceptical so is aiming for mid-afternoon (it wasn’t ready then either!).
My colleague Rupert Jones has pulled together a Q&A on the IT crisis at TSB.My colleague Rupert Jones has pulled together a Q&A on the IT crisis at TSB.
Here’s a flavour:Here’s a flavour:
Why was it conducting an upgrade in the first place?Why was it conducting an upgrade in the first place?
TSB was carved out of Lloyds Bank and then bought in 2015 by Spain’s Banco Sabadell. Initially, Lloyds continued to handle the IT infrastructure for TSB, but this upgrade was about moving 1.3bn customer records over to a “state-of-the-art” banking platform called Proteo4UK, designed by Sabadell.TSB was carved out of Lloyds Bank and then bought in 2015 by Spain’s Banco Sabadell. Initially, Lloyds continued to handle the IT infrastructure for TSB, but this upgrade was about moving 1.3bn customer records over to a “state-of-the-art” banking platform called Proteo4UK, designed by Sabadell.
Will I be compensated?Will I be compensated?
TSB said: “Customers can rest assured that no one will be left out of pocket as a result of these service issues.”TSB said: “Customers can rest assured that no one will be left out of pocket as a result of these service issues.”
So that should mean people will be compensated if, for example, they incur late payments fees because they are not able to make a payment. Keep any receipts/paperwork, and visit a branch or call the bank and explain that you want to reclaim your money.So that should mean people will be compensated if, for example, they incur late payments fees because they are not able to make a payment. Keep any receipts/paperwork, and visit a branch or call the bank and explain that you want to reclaim your money.
Right, it’s just turned 6pm -- or exactly 48 hours after TSB’s banking services were meant to be working again after its IT migration.Right, it’s just turned 6pm -- or exactly 48 hours after TSB’s banking services were meant to be working again after its IT migration.
That means we’re also close to the end of the ‘afternoon’ - which is the deadline set by TSB’s chief this morning.That means we’re also close to the end of the ‘afternoon’ - which is the deadline set by TSB’s chief this morning.
Instead, TSB customers are still in the dark, awaiting fresh information from the bank, and suffering the implications of being locked out of their accounts for so long:Instead, TSB customers are still in the dark, awaiting fresh information from the bank, and suffering the implications of being locked out of their accounts for so long:
@TSB your statement advised that online banking would be available again in the afternoon. I have been waiting, but I’m still unable to log in. Can you confirm an updated timeframe? Thanks.@TSB your statement advised that online banking would be available again in the afternoon. I have been waiting, but I’m still unable to log in. Can you confirm an updated timeframe? Thanks.
@TSB I’m meant to be paying for my first holiday in 6 years tomorrow, which if not fixed I won’t be able to do. I also have bills and rent to pay 😕@TSB I’m meant to be paying for my first holiday in 6 years tomorrow, which if not fixed I won’t be able to do. I also have bills and rent to pay 😕
@TSB Not been able to access any money and get electric https://t.co/bTXzxbIRgA said the online services would be back early afternoon.waited nearly 2 hours on the phone and got cut off.ive got food poisoning and a 5 year old with chicken pox and can't get out.@TSB Not been able to access any money and get electric https://t.co/bTXzxbIRgA said the online services would be back early afternoon.waited nearly 2 hours on the phone and got cut off.ive got food poisoning and a 5 year old with chicken pox and can't get out.
You said earlier that things should be resolved later this afternoon. It is now later this afternoon. Please advise.You said earlier that things should be resolved later this afternoon. It is now later this afternoon. Please advise.
TSB Bank chief Paul Pester has promised that no customers have suffered a data breach.TSB Bank chief Paul Pester has promised that no customers have suffered a data breach.
Speaking to ITV News, Pester pledged:Speaking to ITV News, Pester pledged:
There’s been no data breach whatsoever. I can categorically say that customers’ data is safe.There’s been no data breach whatsoever. I can categorically say that customers’ data is safe.
But what about the people who say they logged in and were shown someone else’s account details?But what about the people who say they logged in and were shown someone else’s account details?
Pester suggests that these reports involved around 400 ‘linked accounts’, such as between a parent and a child.Pester suggests that these reports involved around 400 ‘linked accounts’, such as between a parent and a child.
TSB boss insists he has faith in IT department after telling @ITVJoel: 'If you or I trust IT guys every time they tell us it's all going to work fine then we would be in a different business' The latest on the bank's IT issues: https://t.co/OvS0R17pie pic.twitter.com/C99z3quYEQTSB boss insists he has faith in IT department after telling @ITVJoel: 'If you or I trust IT guys every time they tell us it's all going to work fine then we would be in a different business' The latest on the bank's IT issues: https://t.co/OvS0R17pie pic.twitter.com/C99z3quYEQ
TSB customers continue to report problems this evening.TSB customers continue to report problems this evening.
Some are vowing to close their accounts and others expressing their deep disappointment with the company.Some are vowing to close their accounts and others expressing their deep disappointment with the company.
Here’s a selection of messages sent to the bank’s social media account in the last few minutes:Here’s a selection of messages sent to the bank’s social media account in the last few minutes:
Tried to use my card in Tesco and it declined how embarrassing thankgod I had a alternative card to use! Not acceptable when I know I have available funds in my accountTried to use my card in Tesco and it declined how embarrassing thankgod I had a alternative card to use! Not acceptable when I know I have available funds in my account
@tsb my card is being declined, it was working earlier. Please can you advise? I can't buy a tram ticket home@tsb my card is being declined, it was working earlier. Please can you advise? I can't buy a tram ticket home
@TSB Four days and still no access to my bank accounts. Bye, bye TSB. I am switching to a real bank ASAP.@TSB Four days and still no access to my bank accounts. Bye, bye TSB. I am switching to a real bank ASAP.
Literally have no ideas of my funds as i cant access my accounts at all!!! Not sure if bills have come out or what my situation is! Had my card rejected. It's embarrassing! 5 days now! Starting to run out of food 😡😡😡Literally have no ideas of my funds as i cant access my accounts at all!!! Not sure if bills have come out or what my situation is! Had my card rejected. It's embarrassing! 5 days now! Starting to run out of food 😡😡😡
A customer of @TSB pre 1995 and chose to go back to them following the split in 2015/16, even though my account was aligned to Lloyd’s. A huge family history as customer and employee, going back decades. How have they got an update and communications so wrong? #TSBA customer of @TSB pre 1995 and chose to go back to them following the split in 2015/16, even though my account was aligned to Lloyd’s. A huge family history as customer and employee, going back decades. How have they got an update and communications so wrong? #TSB
Time for a quick recap.Time for a quick recap.
IT staff at TSB are battling against one of the worst IT problems to hit Britain’s banking sector in years, after its botched IT “upgrade” has snowballed into a major crisis.IT staff at TSB are battling against one of the worst IT problems to hit Britain’s banking sector in years, after its botched IT “upgrade” has snowballed into a major crisis.
The bank has taken all its internet and mobile services offline for emergency repair work, after a migration to a new IT platform backfired.The bank has taken all its internet and mobile services offline for emergency repair work, after a migration to a new IT platform backfired.
Around 1.9 million customers are currently locked out, and facing long waiting times if they try to call TSB’s phone banking service.Around 1.9 million customers are currently locked out, and facing long waiting times if they try to call TSB’s phone banking service.
@TSB I have just waited an hour and a half on the phone to be told I can not transfer my money because of a system error😡 So app is down for days and telephone banking is useless. Advised me to go into a branch. Which are now all closed 😡😡😡 pic.twitter.com/1QZtLV5hRM@TSB I have just waited an hour and a half on the phone to be told I can not transfer my money because of a system error😡 So app is down for days and telephone banking is useless. Advised me to go into a branch. Which are now all closed 😡😡😡 pic.twitter.com/1QZtLV5hRM
CEO Paul Pester has apologised, admitted that the bank has fallen far short of expectations, and promised that no-one will be left out of pocket. He says he hopes the work will be completed today.CEO Paul Pester has apologised, admitted that the bank has fallen far short of expectations, and promised that no-one will be left out of pocket. He says he hopes the work will be completed today.
We're still working really hard to get our online banking and mobile app up and running. I appreciate how frustrating this is for our customers and I'm really sorry. Please bear with us and I will keep you updated.We're still working really hard to get our online banking and mobile app up and running. I appreciate how frustrating this is for our customers and I'm really sorry. Please bear with us and I will keep you updated.
Pester, who failed to face the public on Monday, has called on customers to ‘bear with’ TSB.Pester, who failed to face the public on Monday, has called on customers to ‘bear with’ TSB.
He has also been heavily criticised by customers on social media, with many threatening to move their accounts.He has also been heavily criticised by customers on social media, with many threatening to move their accounts.
You will lose me as a customer of over 20 years. I’d been considering it anyway as mini statements had been unavailable for months. A data breach of this magnitude is totally unacceptable though and causes people genuine anxietyYou will lose me as a customer of over 20 years. I’d been considering it anyway as mini statements had been unavailable for months. A data breach of this magnitude is totally unacceptable though and causes people genuine anxiety
Angry and upset customers have told us that they’re very worried that direct debits won’t be paid. Small businesses say they can’t pay their own staff, and there are anecdotal reports that some bank cards have been declined in stores.Angry and upset customers have told us that they’re very worried that direct debits won’t be paid. Small businesses say they can’t pay their own staff, and there are anecdotal reports that some bank cards have been declined in stores.
Locksmith Lee MacDonald, who played Zammo in Grange Hill, is among the SMEs affected. He says his business has ‘literally stopped’.Locksmith Lee MacDonald, who played Zammo in Grange Hill, is among the SMEs affected. He says his business has ‘literally stopped’.
MPs on Britain’s Treasury Committee are demanding action, and the bank facing a potential multimillion-pound compensation bill and regulatory fines.MPs on Britain’s Treasury Committee are demanding action, and the bank facing a potential multimillion-pound compensation bill and regulatory fines.
In branches, some customers are being told it could be another 48 hours before they can access their accounts properly, while the bank’s website says some issues, such as one-time passwords and Isa transfers, will only be fixed “by the end of April”.In branches, some customers are being told it could be another 48 hours before they can access their accounts properly, while the bank’s website says some issues, such as one-time passwords and Isa transfers, will only be fixed “by the end of April”.
The crisis began on Friday night, when TSB began a long-planned migration away from Lloyds Banking Group’s IT systems, and onto a new platform constructed by its Spanish owners, Sabadell. The job should have been completed by 6pm Sunday - almost two days ago - but instead, customers have been unable to access their accounts. In some cases, they were even shown other accounts.The crisis began on Friday night, when TSB began a long-planned migration away from Lloyds Banking Group’s IT systems, and onto a new platform constructed by its Spanish owners, Sabadell. The job should have been completed by 6pm Sunday - almost two days ago - but instead, customers have been unable to access their accounts. In some cases, they were even shown other accounts.
Cybersecurity professor Shujun Li has warned that TSB customers could be more vulnerable to online criminals.Cybersecurity professor Shujun Li has warned that TSB customers could be more vulnerable to online criminals.
TSB has also confirmed that potential seven-figure bonuses for top management are dependent on the IT migration being completed. Its remuneration committee must now decide whether this week’s debacle means the payments should be withheld (the Times did a good piece on this recently)TSB has also confirmed that potential seven-figure bonuses for top management are dependent on the IT migration being completed. Its remuneration committee must now decide whether this week’s debacle means the payments should be withheld (the Times did a good piece on this recently)
TSB tells us that they’re still hoping to fix their systems today, as CEO Paul Pester pledged this morning.TSB tells us that they’re still hoping to fix their systems today, as CEO Paul Pester pledged this morning.
Customers are becoming increasingly desperate to see some progress, having been locked out of their accounts since Friday evening.Customers are becoming increasingly desperate to see some progress, having been locked out of their accounts since Friday evening.
Remember, they were promised that TSB’s IT migration would be complete by 6pm Sunday, so many wouldn’t have felt the need to take out extra cash to cover the last two days of disruption.Remember, they were promised that TSB’s IT migration would be complete by 6pm Sunday, so many wouldn’t have felt the need to take out extra cash to cover the last two days of disruption.
@Tsb I now consider 16:44 'later this afternoon' can you update this message with a progress report. pic.twitter.com/WzJQ8T6EOH@Tsb I now consider 16:44 'later this afternoon' can you update this message with a progress report. pic.twitter.com/WzJQ8T6EOH
@TSB, it's 4th day now that I can't access my account nor money! I couldn't send orders to my clients, your mess is causing me personal and business loss. And worst part is, I won't see any comepansation for trouble, embarrassment and losing clients. #tsbdown #tsb #tsbfail@TSB, it's 4th day now that I can't access my account nor money! I couldn't send orders to my clients, your mess is causing me personal and business loss. And worst part is, I won't see any comepansation for trouble, embarrassment and losing clients. #tsbdown #tsb #tsbfail
TSB have now confirmed that multi-million-pound bonuses to CEO Paul Pester and 30 other senior TSB staff are dependent on the IT migration.TSB have now confirmed that multi-million-pound bonuses to CEO Paul Pester and 30 other senior TSB staff are dependent on the IT migration.
As explained earlier, the payouts, which include a £1.6m bonus for Pester, were frozen after TSB was forced to delay the move, from Lloyds to its new owner Sabadell, last year.As explained earlier, the payouts, which include a £1.6m bonus for Pester, were frozen after TSB was forced to delay the move, from Lloyds to its new owner Sabadell, last year.
TSB’s remuneration committee has yet to decide whether to pay the bonuses.TSB’s remuneration committee has yet to decide whether to pay the bonuses.
Paul Pester’s protestations haven’t cut the mustard with Masterchef contestant Fiona Harris, who has lost access to her TSB account.Paul Pester’s protestations haven’t cut the mustard with Masterchef contestant Fiona Harris, who has lost access to her TSB account.
This new platform should have been tested properly before implementation. Do you have any idea of the chaos and trouble this is causing. In the meantime how about some practical advice. Apologies mean nothingThis new platform should have been tested properly before implementation. Do you have any idea of the chaos and trouble this is causing. In the meantime how about some practical advice. Apologies mean nothing
Bad news for TSB customers -- the bank’s online banking and mobile app is still broken.Bad news for TSB customers -- the bank’s online banking and mobile app is still broken.
CEO Paul Pester has popped up online again, to report that the repaid work is still going on:CEO Paul Pester has popped up online again, to report that the repaid work is still going on:
We're still working really hard to get our online banking and mobile app up and running. I appreciate how frustrating this is for our customers and I'm really sorry. Please bear with us and I will keep you updated.We're still working really hard to get our online banking and mobile app up and running. I appreciate how frustrating this is for our customers and I'm really sorry. Please bear with us and I will keep you updated.
A former star of British children’s television is caught up in the TSB internet banking mess.A former star of British children’s television is caught up in the TSB internet banking mess.
Lee MacDonald played Zammo, whose descent into heroin addiction gripped the nation 30 years ago.Lee MacDonald played Zammo, whose descent into heroin addiction gripped the nation 30 years ago.
Today, he runs Mentor Lock and Safe Company in Wallington, London -- but this keycutting and locksmith operation has been badly disrupted.Today, he runs Mentor Lock and Safe Company in Wallington, London -- but this keycutting and locksmith operation has been badly disrupted.
MacDonald told Radio 5 Live that he has two business accounts at TSB - and he can’t access either of them.MacDonald told Radio 5 Live that he has two business accounts at TSB - and he can’t access either of them.
My business has literally stopped. I don’t know what money is coming in, I don’t know what money is going out.My business has literally stopped. I don’t know what money is coming in, I don’t know what money is going out.
I’m in absolute turmoil at the moment.I’m in absolute turmoil at the moment.
MacDonald says he’s currently unable to pay suppliers, and has been unable to get through to TSB on the phone. He calls the situation an “absolute nightmare”, and fears a big job scheduled for Friday will fall through.MacDonald says he’s currently unable to pay suppliers, and has been unable to get through to TSB on the phone. He calls the situation an “absolute nightmare”, and fears a big job scheduled for Friday will fall through.
If TSB can’t get its systems and app to work properly, he’ll have to consider moving his account.If TSB can’t get its systems and app to work properly, he’ll have to consider moving his account.
Pleasure to speak to @leemacdonald - AKA 80s TV legend Zammo from #grangehill - on @bbclive earlier about #TSB. He now runs locksmith and key-cutting business Mentor Lock & Safe Co in Wallington and his business has ground to a halt because of the bank's IT problems. #justsayno pic.twitter.com/HtbmTXKm6lPleasure to speak to @leemacdonald - AKA 80s TV legend Zammo from #grangehill - on @bbclive earlier about #TSB. He now runs locksmith and key-cutting business Mentor Lock & Safe Co in Wallington and his business has ground to a halt because of the bank's IT problems. #justsayno pic.twitter.com/HtbmTXKm6l
Sue Capener, 69, who is disabled and lives on her own in Liverpool, has been hit by the TSB IT failures.Sue Capener, 69, who is disabled and lives on her own in Liverpool, has been hit by the TSB IT failures.
She was expecting her online food shop to be delivered but her order was cancelled due to a declined payment.She was expecting her online food shop to be delivered but her order was cancelled due to a declined payment.
She tells us:She tells us:
“I usually get a shop in on Monday but TSB wouldn’t release the funds. I can’t go out and I have no family to help me. Instead I’m sitting here answering calls about my bills not getting paid.“I usually get a shop in on Monday but TSB wouldn’t release the funds. I can’t go out and I have no family to help me. Instead I’m sitting here answering calls about my bills not getting paid.
“Thankfully my four chihuahuas have enough food for the moment.I also saw the man next door and he was able to get me a loaf of bread from the shop but I’m getting stressed out and I’m at breaking point to be honest.”“Thankfully my four chihuahuas have enough food for the moment.I also saw the man next door and he was able to get me a loaf of bread from the shop but I’m getting stressed out and I’m at breaking point to be honest.”