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You can find the current article at its original source at https://www.theguardian.com/business/live/2018/apr/25/tsb-online-banking-mobile-app-paul-pester-business-live
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| TSB crisis: customers count cost of IT meltdown as problems continue - as it happened | TSB crisis: customers count cost of IT meltdown as problems continue - as it happened |
| (35 minutes later) | |
| And finally, here’s our latest news story on the TSB IT crisis: | |
| In theory, TSB customers have another hour to call the bank for help before customer services closes for the day, at 11pm. | In theory, TSB customers have another hour to call the bank for help before customer services closes for the day, at 11pm. |
| In practice, there’s a long queue, and no certainty of getting through eventually.... | In practice, there’s a long queue, and no certainty of getting through eventually.... |
| Hilarious that @TSB ‘s online banking is still down, and when you phone and are left on hold for 15 minutes the advisor answers the phone, doesn’t say anything and hangs up.... 👏🏻 | Hilarious that @TSB ‘s online banking is still down, and when you phone and are left on hold for 15 minutes the advisor answers the phone, doesn’t say anything and hangs up.... 👏🏻 |
| Radio producer Amanda Redman is just one of many customers to report that TSB is giving her inaccurate information when she logs in: | Radio producer Amanda Redman is just one of many customers to report that TSB is giving her inaccurate information when she logs in: |
| OK @TSB You really need to advise me why, when after I eventually got online, my statements show different balances to the real ones? Now, it's saying that I'm constantly in overdraft, when a) I don't HAVE an OD and b) my paper statements prove they're wrong? Please advise ASAP | OK @TSB You really need to advise me why, when after I eventually got online, my statements show different balances to the real ones? Now, it's saying that I'm constantly in overdraft, when a) I don't HAVE an OD and b) my paper statements prove they're wrong? Please advise ASAP |
| This whole IT migration fiasco is a setback for TSB’s attempts to challenge Britain’s larger banks, says the Financial Times tonight. | This whole IT migration fiasco is a setback for TSB’s attempts to challenge Britain’s larger banks, says the Financial Times tonight. |
| The FT adds: | The FT adds: |
| A person briefed on the TSB board’s plans insisted the platform had not been rushed out, and said questions over who was responsible would have to wait until the system was running smoothly for all its customers: “Given the testing they didn’t think this was where they were going to end up — they never would have pushed the button otherwise,” the person said. | A person briefed on the TSB board’s plans insisted the platform had not been rushed out, and said questions over who was responsible would have to wait until the system was running smoothly for all its customers: “Given the testing they didn’t think this was where they were going to end up — they never would have pushed the button otherwise,” the person said. |
| “It’s getting a bit better but there’s still some way to go . . . we’ve got to get to a point where things are stable, the backlogs are cleared, and then we can start an inquest.” | “It’s getting a bit better but there’s still some way to go . . . we’ve got to get to a point where things are stable, the backlogs are cleared, and then we can start an inquest.” |
| TSB is facing more criticism from MPs tonight, over its failure to migrate smoothly onto a new IT system. | TSB is facing more criticism from MPs tonight, over its failure to migrate smoothly onto a new IT system. |
| Conservative MP Kevin Hollinrake told the Daily Telegraph: | Conservative MP Kevin Hollinrake told the Daily Telegraph: |
| It doesn’t seem sensible that TSB took a big bang approach to this switch. | It doesn’t seem sensible that TSB took a big bang approach to this switch. |
| This is simply not acceptable. If they’re going to do an upgrade they should have been prepared and have contingencies in place. This is like when KFC ran out of chicken.” | This is simply not acceptable. If they’re going to do an upgrade they should have been prepared and have contingencies in place. This is like when KFC ran out of chicken.” |
| And still they come.... | And still they come.... |
| @TSB following your ‘update’ the records in my accounts are incorrect with about a month or so worth of transactions missing. Is this a common error? Or is this a problem you need logging? | @TSB following your ‘update’ the records in my accounts are incorrect with about a month or so worth of transactions missing. Is this a common error? Or is this a problem you need logging? |
| Logged into my @TSB app to see if they’ve finally fixed the issue and noticed my Mortgage is missing... does this mean they’ve paid my mortgage of for me as an apology for being down/unusable for so long🙏🏻🙏🏻 (a girl can dream) pic.twitter.com/fgnvMcPjt5 | Logged into my @TSB app to see if they’ve finally fixed the issue and noticed my Mortgage is missing... does this mean they’ve paid my mortgage of for me as an apology for being down/unusable for so long🙏🏻🙏🏻 (a girl can dream) pic.twitter.com/fgnvMcPjt5 |
| @BBCWatchdog I've been unable to pay my uni fees from my @TSB account. The app and website are still crashing sometimes for me... | @BBCWatchdog I've been unable to pay my uni fees from my @TSB account. The app and website are still crashing sometimes for me... |
| TSB customers are still reporting a litany of problems tonight: | TSB customers are still reporting a litany of problems tonight: |
| @TSB I tried to make a payment on my mobile app and it said something went wrong try again later so have tried 3 times in total today with no joy, now I just checked my account and low and behold the payment has been made 3 times 😠😠 this is just not acceptable | @TSB I tried to make a payment on my mobile app and it said something went wrong try again later so have tried 3 times in total today with no joy, now I just checked my account and low and behold the payment has been made 3 times 😠😠 this is just not acceptable |
| @TSB one of my accounts is still showing duplicate transactions. When will these issues be fixed? | @TSB one of my accounts is still showing duplicate transactions. When will these issues be fixed? |
| Anybody else having problems we online banking we @TSB just logged onto my account to pay my credit card and it's gone, canna see it?! | Anybody else having problems we online banking we @TSB just logged onto my account to pay my credit card and it's gone, canna see it?! |
| TSB has now revealed that its internet banking service is only running at 50% capacity. | TSB has now revealed that its internet banking service is only running at 50% capacity. |
| It admits that half of the customers who try to get onto its internet banking system are still facing issues - despite CEO Paul Pester announcing 16 hours ago that things were up and running. | It admits that half of the customers who try to get onto its internet banking system are still facing issues - despite CEO Paul Pester announcing 16 hours ago that things were up and running. |
| TSB also says its mobile app is now operating at 90% capacity, meaning one in 10 users are suffering problems. | TSB also says its mobile app is now operating at 90% capacity, meaning one in 10 users are suffering problems. |
| In TSB statement, Paul Pester: “Everything is working”Also in statement: pic.twitter.com/94uMiuKhD8 | In TSB statement, Paul Pester: “Everything is working”Also in statement: pic.twitter.com/94uMiuKhD8 |
| Pester also conceded that customers still aren’t getting a good enough experience. | Pester also conceded that customers still aren’t getting a good enough experience. |
| In a curious statement - he says that ‘everything is working’, but not in a way that customers can see (!!). | In a curious statement - he says that ‘everything is working’, but not in a way that customers can see (!!). |
| The challenge we are facing at the moment is that while we know everything is working, one of the main ways that our customers see everything is working – through our internet banking and mobile app – isn’t functioning as well as it should be, and for this I’m truly sorry,” he added. | The challenge we are facing at the moment is that while we know everything is working, one of the main ways that our customers see everything is working – through our internet banking and mobile app – isn’t functioning as well as it should be, and for this I’m truly sorry,” he added. |
| “I can appreciate how frustrating this must be for our customers.” | “I can appreciate how frustrating this must be for our customers.” |
| My favourite statement of the day is from TSB, saying that they know everything is working, the problem is just that all the things that customers need to use in order to also know that everything is working, um... don't work https://t.co/Z0O0ZuwvJH | My favourite statement of the day is from TSB, saying that they know everything is working, the problem is just that all the things that customers need to use in order to also know that everything is working, um... don't work https://t.co/Z0O0ZuwvJH |
| Penny Simpson has got back in touch, to report that she still can’t log into TSB’s internet banking service. | Penny Simpson has got back in touch, to report that she still can’t log into TSB’s internet banking service. |
| She adds: | She adds: |
| Can we not dispel the myth that the online system is working, because if you have to spend hours everyday attempting to get in, then it isn’t working. | Can we not dispel the myth that the online system is working, because if you have to spend hours everyday attempting to get in, then it isn’t working. |
| TBS insists that things are running smoothly for the ‘vast majority’ of customers. | TBS insists that things are running smoothly for the ‘vast majority’ of customers. |
| Some, though, are still experiencing problems - such as Andy Sharps of Shropshire. He says TSB’s site crashed this afternoon as he tried to withdraw his money: | Some, though, are still experiencing problems - such as Andy Sharps of Shropshire. He says TSB’s site crashed this afternoon as he tried to withdraw his money: |
| What on earth is going on? I join millions unable to get hands on our own money @TSB disgrace. Managed to get into account, went to take EVERYTHING OUT then site crash. The collapse of TSB??? I Feel sorry for every loyal customer. I’ve had this account for 35 years! | What on earth is going on? I join millions unable to get hands on our own money @TSB disgrace. Managed to get into account, went to take EVERYTHING OUT then site crash. The collapse of TSB??? I Feel sorry for every loyal customer. I’ve had this account for 35 years! |
| TBS say they’re ‘working around the clock’ to put things right: | TBS say they’re ‘working around the clock’ to put things right: |
| We’re truly sorry for the difficulties you’ve experienced over the past few days. We’re continuing to work around the clock to fix the problems we have seen some of our customers experiencing. We understand that 1/3 Jon | We’re truly sorry for the difficulties you’ve experienced over the past few days. We’re continuing to work around the clock to fix the problems we have seen some of our customers experiencing. We understand that 1/3 Jon |
| for the vast majority of our customers everything is running smoothly. But, because we are bringing our services up gradually this means that some customers will access services straight away and others might have 2/3 Jon | for the vast majority of our customers everything is running smoothly. But, because we are bringing our services up gradually this means that some customers will access services straight away and others might have 2/3 Jon |
| to wait a while. Rest assured that you won’t be left out of pocket as a result of these access issues. Again, we are truly sorry for any inconvenience this has caused you, and can’t thank you enough for your patience whilst we resolve this. 3/3 Jon | to wait a while. Rest assured that you won’t be left out of pocket as a result of these access issues. Again, we are truly sorry for any inconvenience this has caused you, and can’t thank you enough for your patience whilst we resolve this. 3/3 Jon |
| TSB also warns that some customers are experiencing a delay in receiving text alerts, or may not receive them at all. | TSB also warns that some customers are experiencing a delay in receiving text alerts, or may not receive them at all. |
| It’s also taking longer than usual to isssue replacement debit and credit cards. | It’s also taking longer than usual to isssue replacement debit and credit cards. |
| Both these problems might not be fixed until the end of April. | Both these problems might not be fixed until the end of April. |
| Despite CEO Paul Pester claiming that TSB’s internet banking is “Up and running”, some services are still in the “down and out” category. | Despite CEO Paul Pester claiming that TSB’s internet banking is “Up and running”, some services are still in the “down and out” category. |
| According to TSB’s service status page, there are still several problems. | According to TSB’s service status page, there are still several problems. |
| For example, internet and mobile banking customers still can’t view their mortgages online (which explains why some people found their loans had vanished this morning) | For example, internet and mobile banking customers still can’t view their mortgages online (which explains why some people found their loans had vanished this morning) |
| Business banking customers are seeing errors when they try to reset their log-in details, and some also can’t see their standing orders in their banking app. | Business banking customers are seeing errors when they try to reset their log-in details, and some also can’t see their standing orders in their banking app. |