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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)
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.
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 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.
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.
Speaking to ITV News, Pester pledged:
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?
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/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.”
Professor Shujun Li, professor of cyber security at the University of Kent, fears that some TSB customers could be exposed to cybercriminals by the IT chaos at the bank.
He believes TSB got its priority badly wrong -- and failed to test its new IT systems properly before migrating all 1.9 million customers.
These mistakes include (but aren’t limited to):
internal system testing,
customer communications,
information security management and
data protection.
Professor Li adds that TSB could be a prime target for a cybercrime attack:
‘Some criminals (including external attackers and malicious insiders) may have grabbed the opportunities to launch spear phishing attacks and have attempted to steal money from some TSB customers’ accounts.
‘The problems with biometrics and one time passwords (the latter won’t be solved until the end of April) also suggested that launching an attack on TSB would be easier now if no other security mechanisms are added.
‘If such attacks did happen or are happening, the chaos we have been observing suggested that TSB will have more difficulties identifying such attacks and providing evidence to support investigations by TSB itself and the law enforcement.
TSB isn’t the only bank suffering problems, today.
Ulster Bank, part of Royal Bank of Scotland, has admitted that money has been mysteriously vanishing from some customer accounts in recent days.
It is now offering emergency funds to those affected, with many people reporting that their salaries have disappeared....
Just checked. Account balance €0.00. Salary appeared yesterday. Gone today. @UlsterBank_Help #UlsterBank https://t.co/Rm5ZB8je5H
@michellehtweet @UlsterBank my salary no longer in my account, it was there last night and now overdrawn so can't use get my money.
@UlsterBank_Help My salary has disappeared from my account today and my wife had her card declined when trying to pay for a GP visit and medication. Extraordinary how often this kind of issue happens with this bank. Time to change to a competitor I think!
The Irish Times has more details:
Money, including monthly salaries has been disappearing from the accounts of Ulster Bank customers since the weekend prompting the bank to launch what it says is an urgent investigation.
The issues are not expected to be resolved until tomorrow morning at the earliest.
The bank has told impacted customers, who find their accounts overdrawn as a result of the problems, that they will not be out of pocket once the issue is resolved. And it said it will be making emergency cash of up to €500 available to customers who need it.
Ulster Bank customers began reporting issues in significant numbers on Monday and hundreds of complaints have now been posted across social media networks from people who have had money disappear from their accounts leaving them without the funds to pay direct debits which are due.
In others instances customers have had their Ulster Bank credit and debit cards declined when making purchases.
It appears that money lodged since Friday has left customer accounts.
@UlsterBank @UlsterBank_Help All my monies gone too leading to arrears on my account.. even my savings account money was halved...!! I hope I won't be charged an overdrawn fee.. if anything we should be compensated... looking to see my accounts return to normal soon!
Reuters is reporting that more than 400 TSB customers were shown the wrong account details when they logged in after its IT migration.
Here’s the details:
Britain’s TSB bank, owned by Spain’s Banco Sabadell, took down its mobile app and online services on Tuesday in an attempt to fix technical problems which have locked customers out of their accounts.
The bank said about 402 customers on Sunday were able to see data that they would not usually see online, often of so called ”connected accounts” that family members typically use.
TSB Chief Executive Officer Paul Pester said he had worked for 48 hours to fix the problem but that the bank had to takedown both the mobile app and online banking again on Tuesday.The services should be working later today, he said.
“I’m truly sorry,” Pester said in a statement. “Customers can rest assured that no one will be left out of pocket as a result of these service issues.”
Pester has written to each customer to apologise.
TSB’s service status website shows the full extent of the IT problems - and it’s not a pretty sight.
For internet banking, for example, there are issues with one-time passwords, mortgages, savings accounts, credit cards, loans, business internet banking, overdrafts, account balances and transactions, and online messages and documentation.
I’m not sure what that leaves, frankly.
On credit cards, customers are currently unable to make balance transfers online or raise their borrowing limits; the issue will be fixed ‘soon’.
Savers can’t renew their accounts online, or transfer an ISA - this will be fixed ‘by the end of April’.
TSB’s text-messaging service is also wounded; some customers aren’t receiving them at all, and a solution may not come until the end of the month.
The @TSB service status site is talking about "the end of April" for many services to be restored, like one time passwords or the ability to replace a lost or stolen credit or debit card. So less "intermittent issues" and more honesty needed? 🙄 #tsbdown https://t.co/NTRbHSnw59
Quite apart from being left ‘out of pocket’, some TSB customers face empty plates unless the bank fixes its IT problems fast.
One, Rachel Pollard, says her card was rejected at the supermarket today:
Good old @TSB went to do my food shopping and got to the checkout to find that my card isn’t working. See I’m not the only one. Not only was I left embarrassed but also left without food for my family 😡
Anybody else with TSB had their card declined today even though they have money on it? 🙃 pretty embarrassing experience #TSB
Outside a TSB branch in the City of London, both business and personal account holders were dismayed and angry at the continuing chaos affecting the bank.
One businessman, Alex, who runs a professional consultancy firm, said:
“I have salaries to pay today. I’ve had to come down here to arrange for a bulk transfer over to HSBC, and we’ll have to pay the salaries from there. I tried calling their helpline, but after a while the line just goes blank. To be honest, we’ve had grief with them ever since we were moved from Lloyds. They’re not really a business bank.”
He added that his company had not been able to see any transactions or payments on their business account since the “upgrade” began on Friday.
A personal account customer, Mac, a retired photographer, said he was “appalled” to discover that all his direct debits had disappeared.
“All my direct debits have disappeared. They were there yesterday, but gone today. And there’s something saying the last payment was in 2099. I’ve also had to change my password to get into the account.
“The thing that most infuriates me is the statements coming out of the bank. They are not being honest. They keep saying it’s “intermittent” when it’s not.”
He was heading on holiday tomorrow but had no idea if the usual payments from his account would be made.
“At first I tried to phone. I was on the line for an hour but then gave up and came down here. They have told me that it will be sorted out in 48 hours from today, but I don’t know what to believe.”
Douglas, a university student, was worried if there would be any money in his account by the end of the week:
“I have been trying to pay in a cheque, which needs to clear by Friday. They can’t tell me when the money will be through. All they could do was give me a receipt and promise that they will try to put it through later. But I need that money by Friday.”
Meanwhile Tara, who is self-employed, was visiting the bank to sort out her VAT.
“I can’t get access to my account and I can’t make any payments. I’ve now got my VAT payment due, and I can’t get any documents to give to my accountant. But they were pretty helpful inside the branch. They’ve said they will email the documents over, and that if I am hit with aVAT fine because of this, they’ll pay it.”
At the cash machines outside the branch Cathy was closely studying her printed account balance after taking out some cash.
“I don’t actually do internet or mobile banking, so this hasn’t really affected me. To be honest I wish they had made a mistake and accidentally deposited £13,000 into my account.”
It’s worth noting that millions of pounds of bonuses to senior TSB staff were dependent on this IT migration.
These bonuses were frozen after TSB was forced to delay the move, from Lloyds to its new owner Sabadell, last year.
TSB’s remuneration committee decided not to release the payments until later this year - presumably so they could ensure that the migration had taken place successfully. This included a bonus of over £1m for CEO Paul Pester.
The Times reported last month that the bank’s workers were lobbying for the bonuses to be axed. They now have a stronger case...
Sunday Times news editor Becky Barrow is also unimpressed with Pester - and vowing to move her account ASAP...
How can @TSB still not have sorted it out?!? I’m leaving (as soon as I can actually get access to my account....). App & website still not working. Not convinced @PaulPester’s statement completely gets how exasperating it has been.
Paul Pester has told the BBC that TSB’s online banking service is being taken offline in an attempt to fix its problems - as he tweeted earlier.
Apparently things should be a lot better by this evening...
TSB’s chief exec Paul Pester tells me online banking is being taken down till about 2pm for fixes, he says it’ll be much more responsive by this evening