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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: Small firms unable to pay staff despite CEO claiming systems are 'up and running' - live updates | |
| (35 minutes later) | |
| The owner of the UK’s first and oldest luxury lingerie brand is also caught up in the TSB IT crisis. | |
| Jules Hawkins, 54, who owns Bristol-based Lux Tenebrae, has been unable to pay her staff through her TSB accounts. That echoes the problems reported earlier this morning (here and here) | |
| Jules tells us: | |
| “I’m going to have to pay them out of my First Direct personal account, which will look to HMRC like I’m paying myself a huge amount of money when I eventually manage to reimburse myself. | |
| My staff don’t have TSB accounts so why should they have to bear the brunt of this mess by going overdrawn and having to wait to claim back? It’s the end of the month and they have rent and bills to pay. Also, are my automated payments still going out? Did I just pay my tax? Don’t even get me started on trying to input my end of year tax return.” | |
| @tsb erm... I need to pay staff.... You are my business account pic.twitter.com/HaADnYcHKk | |
| Matt from South Wales is on holiday in the Canary Islands and has been unable to pay for goods and services thanks to TSB’s botched IT migration: | |
| “I arrived on Saturday for a five night break and this has totally ruined my holiday. My card was declined in a restaurant I went to and I had to walk 50 mins back to my hotel as I didn’t have enough money to pay for a taxi. I tried to contact TSB via email and on the phone but after waiting for 40 mins I couldn’t wait any longer. I feel for everyone that’s having these problems and I can’t wait to get home to speak to someone from in person. | |
| They are not keeping their customers updated and they will lose a lot of customers due to this terrible service. How can we trust them after this?” | |
| Louise (not her real name) is a sole trader who holds both a business and current account with TSB: | |
| “The whole thing is a fiasco. I knew that the site would be down as TSB said they were ‘upgrading’ the business banking and instead of the trusty card reader that I’ve been using for years they would be introducing a system which uses an app instead. | |
| “Although I’m a web designer and tech savvy I didn’t want to install the app for various reasons (size, privacy, just don’t want it on my phone!) but did so reluctantly. The amount of permissions the app wanted was outrageous so I emailed them to say that I wasn’t happy and that from 25 May when GDPR comes into force I’d be contacting them every day to delete the unnecessary data that they were collecting via the app. | |
| “A very rapid response suggested that I order one of their basic devices instead, which I did. Credit where credit is due, it arrived promptly yesterday, just in time for the new system to be live. Except of course it’s not live. The system is still down. Also the basic device seems incapable of doing anything at all. This is one of those ‘upgrades’ that seems completely futile and designed to annoy customers.” | |
| A stream of TSB customers are reporting that they can’t get their TSB internet passwords to work. | A stream of TSB customers are reporting that they can’t get their TSB internet passwords to work. |
| Penny Simpson tells me that she has been frozen out of her account, because the bank’s new IT system isn’t recognising customers’ existing passwords and memorable information. | Penny Simpson tells me that she has been frozen out of her account, because the bank’s new IT system isn’t recognising customers’ existing passwords and memorable information. |
| She says she’s not alone: | She says she’s not alone: |
| I have spoken to more than a dozen people and nobody has managed to get through. Have we really gone through all this pain to install a system that can’t cope with 1.9m customers? | I have spoken to more than a dozen people and nobody has managed to get through. Have we really gone through all this pain to install a system that can’t cope with 1.9m customers? |
| Penny was eventually forced to drive eight miles to her nearest branch, Gillingham in Dorset. Staff looked like they’d “been in an earthquake”, she says. | Penny was eventually forced to drive eight miles to her nearest branch, Gillingham in Dorset. Staff looked like they’d “been in an earthquake”, she says. |
| To take money out they have to use handwritten slips like the old credit cards. I wanted to know my balance which, after two or three attempts they were able to access. | To take money out they have to use handwritten slips like the old credit cards. I wanted to know my balance which, after two or three attempts they were able to access. |
| My direct debits have been going out - what a pity Paul Pester couldn’t have reassured customers that despite the problems, standing orders etc were being processed. | My direct debits have been going out - what a pity Paul Pester couldn’t have reassured customers that despite the problems, standing orders etc were being processed. |
| However, I was told that this branch will be closing in May. My next nearest branch will be 26 miles away. Totally unacceptable.... I will move banks as soon as the system is running again. | However, I was told that this branch will be closing in May. My next nearest branch will be 26 miles away. Totally unacceptable.... I will move banks as soon as the system is running again. |
| Another TSB customer, Louise Pennington, found herself at the back of a long queue: | Another TSB customer, Louise Pennington, found herself at the back of a long queue: |
| The queue at my @TSB is ridiculous. Because they’ve got only 2 staff at the desk. Which is tremendously poor planning considering the weekend debacle. | The queue at my @TSB is ridiculous. Because they’ve got only 2 staff at the desk. Which is tremendously poor planning considering the weekend debacle. |
| Which means I’m actually standing outside because the queue is so long. | Which means I’m actually standing outside because the queue is so long. |
| Other TSB customers are also reporting similar problems when they try to log on: | Other TSB customers are also reporting similar problems when they try to log on: |
| So when I finally manage to get on the TSB login page, it says my details are incorrect HUN, WHAT? @TSB #TSB #tsbfail | So when I finally manage to get on the TSB login page, it says my details are incorrect HUN, WHAT? @TSB #TSB #tsbfail |
| @TSB Your homepage does not list another fault your Internet Banking has - unable to make payments due to "unrecognised password" No access to our money, unable to pay people, card declined at tills, cut off after waiting 20 mins on the phone - in just goes on and on. Appalling | @TSB Your homepage does not list another fault your Internet Banking has - unable to make payments due to "unrecognised password" No access to our money, unable to pay people, card declined at tills, cut off after waiting 20 mins on the phone - in just goes on and on. Appalling |
| Another dissatisfied customer: | Another dissatisfied customer: |
| @TSB When will this problem be fixed? I (and thousands of others) have been unable to use online banking since last Friday. It's gone beyond a joke now. @TSB must be single-handedly keeping The Financial Service Ombudsman in a job. #SortItNow pic.twitter.com/S6TIHtx9FF | @TSB When will this problem be fixed? I (and thousands of others) have been unable to use online banking since last Friday. It's gone beyond a joke now. @TSB must be single-handedly keeping The Financial Service Ombudsman in a job. #SortItNow pic.twitter.com/S6TIHtx9FF |
| Clean Sheet, a charity that helps former offenders to find work, can’t log into its TSB account to pay staff -- another sign that the IT meltdown isn’t fully fixed yet. | Clean Sheet, a charity that helps former offenders to find work, can’t log into its TSB account to pay staff -- another sign that the IT meltdown isn’t fully fixed yet. |
| from my finance dept today: just about managed to log on then it crashed.TSB limiting on-line access; locked out again. frustrating.hope TSB boss doesn't get £1.6 million bonus. SMT is quite incompetent in running main business - Money!We’re National charity. Staff to pay. https://t.co/XkhykxqL3m | from my finance dept today: just about managed to log on then it crashed.TSB limiting on-line access; locked out again. frustrating.hope TSB boss doesn't get £1.6 million bonus. SMT is quite incompetent in running main business - Money!We’re National charity. Staff to pay. https://t.co/XkhykxqL3m |
| Guardian readers have been in touch about how they’ve been affected by the TSB IT failures.Angela from Kent is concerned about her upcoming holiday: | Guardian readers have been in touch about how they’ve been affected by the TSB IT failures.Angela from Kent is concerned about her upcoming holiday: |
| “We are going away on Saturday and can’t transfer money from our savings to buy holiday clothes and travel money. We didn’t bother trying to contact TSB as their phone call waiting time is over an hour!” | “We are going away on Saturday and can’t transfer money from our savings to buy holiday clothes and travel money. We didn’t bother trying to contact TSB as their phone call waiting time is over an hour!” |
| Mark, 54 from Birmingham was on hold for three hours after seeing his account was showing in US dollars: | Mark, 54 from Birmingham was on hold for three hours after seeing his account was showing in US dollars: |
| “My account is showing £40k in arrears against my mortgage and the whole account shows in dollars. I can live with all of that but yesterday my son couldn’t eat as I couldn’t transfer funds to his Parent Pay account. | “My account is showing £40k in arrears against my mortgage and the whole account shows in dollars. I can live with all of that but yesterday my son couldn’t eat as I couldn’t transfer funds to his Parent Pay account. |
| Everybody can have issues but the true measure is how you rectify them. TSB’s contingency has been very poorly thought out and will undoubtedly cost them long-term loyal customers.” | Everybody can have issues but the true measure is how you rectify them. TSB’s contingency has been very poorly thought out and will undoubtedly cost them long-term loyal customers.” |
| Jos is on a low income, with no credit cards or savings accounts and unable to use his debit card: | Jos is on a low income, with no credit cards or savings accounts and unable to use his debit card: |
| “I have £3.14 in my pocket, my wife is disabled and we can’t shop for food. I’ve been able to see my account details twice on the app since Sunday - both times the balance was wrong with credits and debits to the account missing. | “I have £3.14 in my pocket, my wife is disabled and we can’t shop for food. I’ve been able to see my account details twice on the app since Sunday - both times the balance was wrong with credits and debits to the account missing. |
| I have been particularly infuriated by TSB’s claims of “intermittent” problems which is entirely untrue.” | I have been particularly infuriated by TSB’s claims of “intermittent” problems which is entirely untrue.” |
| You can get in touch with your experiences, here. | You can get in touch with your experiences, here. |
| TSB’s IT chaos is threatening to prevent some small businesses from paying their staff. | TSB’s IT chaos is threatening to prevent some small businesses from paying their staff. |
| Scottish domestic cleaning service Good Fairy Clean couldn’t access its account this morning, which is very problematic as it has wages to pay. | Scottish domestic cleaning service Good Fairy Clean couldn’t access its account this morning, which is very problematic as it has wages to pay. |
| Online banking is indeed 'up and running' but our staff's patience is wearing thin as we are still unable to pay their wages this week 😡 | Online banking is indeed 'up and running' but our staff's patience is wearing thin as we are still unable to pay their wages this week 😡 |
| This accountancy firm also suffered problems: | This accountancy firm also suffered problems: |
| @TSB THIS is the gobbledegook I get when I try to pay - MY STAFF! ArrayIndexOutOfBoundsException exception: null | @TSB THIS is the gobbledegook I get when I try to pay - MY STAFF! ArrayIndexOutOfBoundsException exception: null |
| Here’s Press Association’s take: | Here’s Press Association’s take: |
| TSB is continuing to limit access to its mobile banking app and online service after days of delays that saw customers unable to use their accounts. | TSB is continuing to limit access to its mobile banking app and online service after days of delays that saw customers unable to use their accounts. |
| Chief executive Paul Pester announced on Twitter on Wednesday morning that the services had been restored and thanked customers, many of whom had been left furious by the outage, for their “patience and bearing with us”. | Chief executive Paul Pester announced on Twitter on Wednesday morning that the services had been restored and thanked customers, many of whom had been left furious by the outage, for their “patience and bearing with us”. |
| However a spokeswoman said the bank was limiting the number of customers to ensure those able to access the app received a normal service. | However a spokeswoman said the bank was limiting the number of customers to ensure those able to access the app received a normal service. |
| She recommended customers continue to try to open the app, but to close it down and restart if they encounter problems. | She recommended customers continue to try to open the app, but to close it down and restart if they encounter problems. |
| Those continuing to experience issues should contact TSB’s telephone banking service, she said. | Those continuing to experience issues should contact TSB’s telephone banking service, she said. |
| If you’ve been affected by TSB’s online banking failure and would like to share your experiences, anonymously if you prefer, then please do so via the form here. Your responses will only be seen by the Guardian and we’ll feature some of your responses in our reporting. | If you’ve been affected by TSB’s online banking failure and would like to share your experiences, anonymously if you prefer, then please do so via the form here. Your responses will only be seen by the Guardian and we’ll feature some of your responses in our reporting. |
| More reports of vanishing mortgages: | More reports of vanishing mortgages: |
| @TSB my mortgage has disapered off my internet banking. This is really concerning please advise | @TSB my mortgage has disapered off my internet banking. This is really concerning please advise |
| The incompetence of @TSB continues; the app now works but it would appear that I no longer have a mortgage! I assume that means you won’t be taking any money from me on pay day (Friday)?!? | The incompetence of @TSB continues; the app now works but it would appear that I no longer have a mortgage! I assume that means you won’t be taking any money from me on pay day (Friday)?!? |
| I also apparently now don't have a mortgage @TSB - does this mean it's all paid off? Come on guys, I know this must be mortifying for you as well, and I'm sure you're doing everything you can, but this has got to end. You're not just some local corner shop, people depend on you. | I also apparently now don't have a mortgage @TSB - does this mean it's all paid off? Come on guys, I know this must be mortifying for you as well, and I'm sure you're doing everything you can, but this has got to end. You're not just some local corner shop, people depend on you. |
| Five hours after CEO Paul Pester claimed things were ‘up and running’, the complaints are still rolling in: | Five hours after CEO Paul Pester claimed things were ‘up and running’, the complaints are still rolling in: |
| @TSB this is ridiculous, I’ve tried several times and even when I managed to log in, the app kept crashing. Three days over run, just not good enough #tsbfail pic.twitter.com/ZUHFh0qd1K | @TSB this is ridiculous, I’ve tried several times and even when I managed to log in, the app kept crashing. Three days over run, just not good enough #tsbfail pic.twitter.com/ZUHFh0qd1K |
| May as well have just put a message up saying sorry hun 😂😂😂 @TSB it’s like giving some of your children sweets and not the others! #TSBFAIL pic.twitter.com/NPqTUDxq23 | May as well have just put a message up saying sorry hun 😂😂😂 @TSB it’s like giving some of your children sweets and not the others! #TSBFAIL pic.twitter.com/NPqTUDxq23 |
| @TSB Fixed is it? grr!!! 2 days now behind on my bills! 3 hours 45 mins in phone calls! and still no further ahead! pic.twitter.com/Cw0hVLe20k | @TSB Fixed is it? grr!!! 2 days now behind on my bills! 3 hours 45 mins in phone calls! and still no further ahead! pic.twitter.com/Cw0hVLe20k |
| Chris Hodgson, director of education technology provider @discoverelearn, has managed to get into his TSB account....only to hit problems making a payment: | Chris Hodgson, director of education technology provider @discoverelearn, has managed to get into his TSB account....only to hit problems making a payment: |
| @tsb I’m trying to make an online payment (which is now woefully overdue because of all this) I’m getting to the last screen to confirm password and everytime I hit submit I get this! I thought you said the service was working? pic.twitter.com/CUb40etWyO | @tsb I’m trying to make an online payment (which is now woefully overdue because of all this) I’m getting to the last screen to confirm password and everytime I hit submit I get this! I thought you said the service was working? pic.twitter.com/CUb40etWyO |
| TSB’s services may be ‘up’ at last, but - at least for some users - they are shuffling rather than running. | TSB’s services may be ‘up’ at last, but - at least for some users - they are shuffling rather than running. |
| That’s because TSB are restricting the number of customers who can get online at once, in an attempt to avoid being overwhelmed by demand. | That’s because TSB are restricting the number of customers who can get online at once, in an attempt to avoid being overwhelmed by demand. |
| So, many customers are still being blocked from internet banking, and told to ‘keep trying’.... | So, many customers are still being blocked from internet banking, and told to ‘keep trying’.... |
| At least two TSB customers have found that their mortgages have vanished this morning. | At least two TSB customers have found that their mortgages have vanished this morning. |
| So @TSB is apparently back up and running. I have no mortgage account showing anymore. TSB, if that is my compensation then I think let's agree to stick with that. | So @TSB is apparently back up and running. I have no mortgage account showing anymore. TSB, if that is my compensation then I think let's agree to stick with that. |
| Dear @TSB I know you're having a hard time right now.. But when I finally was able to log in in this morning, my mortgage was nowhere to be seen. Very kind of you if you've paid it off but I suspect not. | Dear @TSB I know you're having a hard time right now.. But when I finally was able to log in in this morning, my mortgage was nowhere to be seen. Very kind of you if you've paid it off but I suspect not. |
| Scores of TSB users are reporting problems getting into their accounts this morning, suggesting things aren’t as ‘up and running’ as the company claims. | Scores of TSB users are reporting problems getting into their accounts this morning, suggesting things aren’t as ‘up and running’ as the company claims. |
| Translater Adam Ramsey was thwarted when he tried to get online: | Translater Adam Ramsey was thwarted when he tried to get online: |
| @JuliaHB1 @talkRADIO Your news just said TSB is saying their online banking is working.... No it's not pic.twitter.com/vkaH7JeMEO | @JuliaHB1 @talkRADIO Your news just said TSB is saying their online banking is working.... No it's not pic.twitter.com/vkaH7JeMEO |
| Actor Annabel Taylor has similar problems: | Actor Annabel Taylor has similar problems: |
| @TSB so apparently everything has been fixed but I still can't access my account...? | @TSB so apparently everything has been fixed but I still can't access my account...? |
| And they’re not alone either... | And they’re not alone either... |
| @tsb an absolute bloody joke, this is the message I'm getting now when I try to log into my tsb account. Please explain 😡 pic.twitter.com/c88UMCE03v | @tsb an absolute bloody joke, this is the message I'm getting now when I try to log into my tsb account. Please explain 😡 pic.twitter.com/c88UMCE03v |
| @TSB again!!! Internal server error. Still can’t access business acc.I’ve lost days of work I need to have the bank account going at the same time as my work or at least have a proper printout. Which you can’t provide. NOT ACCEPTABLE!! When will this end???🤬 | @TSB again!!! Internal server error. Still can’t access business acc.I’ve lost days of work I need to have the bank account going at the same time as my work or at least have a proper printout. Which you can’t provide. NOT ACCEPTABLE!! When will this end???🤬 |
| @TSB seriously again this morning???? This is ridiculous! pic.twitter.com/O9x08my5bl | @TSB seriously again this morning???? This is ridiculous! pic.twitter.com/O9x08my5bl |
| Good morning. | Good morning. |
| After days of disruption, is the UK bank TSB finally getting to grips with its IT chaos? | After days of disruption, is the UK bank TSB finally getting to grips with its IT chaos? |
| Staff at the bank have been working through the night, after its botched technology migration left around 2 million customers unable to access their money online since Friday. | Staff at the bank have been working through the night, after its botched technology migration left around 2 million customers unable to access their money online since Friday. |
| TSB had reassured customers that services should have restored yesterday afternoon, once it had tackled the blunders that meant things weren’t working properly when the migration officially ended on Sunday night. | TSB had reassured customers that services should have restored yesterday afternoon, once it had tackled the blunders that meant things weren’t working properly when the migration officially ended on Sunday night. |
| Instead, it took until 3.40 this morning until CEO Paul Pester could declare that services were “up and running”, and thank customers for their “patience and bearing with us”. | Instead, it took until 3.40 this morning until CEO Paul Pester could declare that services were “up and running”, and thank customers for their “patience and bearing with us”. |
| Our mobile banking app and online banking are now up and running. Thank you for your patience and for bearing with us. | Our mobile banking app and online banking are now up and running. Thank you for your patience and for bearing with us. |
| Mission accomplished? Perhaps not. Some TSB users are already reporting that they can’t get into their accounts, as the bank struggles to cope with the pent-up demand. | Mission accomplished? Perhaps not. Some TSB users are already reporting that they can’t get into their accounts, as the bank struggles to cope with the pent-up demand. |
| I’ve restarted my #TSB app but still get this message when logging in. The bank says it’s limiting access to cope with the surge in demand. @BBCBreakfast pic.twitter.com/povvVs0p7m | I’ve restarted my #TSB app but still get this message when logging in. The bank says it’s limiting access to cope with the surge in demand. @BBCBreakfast pic.twitter.com/povvVs0p7m |
| @TSB it’s beyond ridiculous... day 5... pic.twitter.com/dOI4UDTmE1 | @TSB it’s beyond ridiculous... day 5... pic.twitter.com/dOI4UDTmE1 |
| TSB really needs to address these concerns quickly. The Daily Mail has given the bank a rollicking this morning, and there are already suggestions that Pester should lose his bonus over the fiasco. | TSB really needs to address these concerns quickly. The Daily Mail has given the bank a rollicking this morning, and there are already suggestions that Pester should lose his bonus over the fiasco. |
| Wednesday’s Daily Mail: Totally Shambolic Bank #tomorrowspaperstoday pic.twitter.com/JYWNU2mhjl | Wednesday’s Daily Mail: Totally Shambolic Bank #tomorrowspaperstoday pic.twitter.com/JYWNU2mhjl |
| Also coming up today | Also coming up today |
| European stock markets are expected to drop, following a bloody day on Wall Street yesterday. | European stock markets are expected to drop, following a bloody day on Wall Street yesterday. |
| In the City, Lloyds Banking Group is reporting results – and Whitbread is announcing the spin-off of its Costa Coffee chain. | In the City, Lloyds Banking Group is reporting results – and Whitbread is announcing the spin-off of its Costa Coffee chain. |
| European Market Opening CallsFTSE100 is expected to open 51 points lower at 7,374DAX is expected to open 115 points lower at 12,435CAC40 is expected to open 43 points lower at 5,401 | European Market Opening CallsFTSE100 is expected to open 51 points lower at 7,374DAX is expected to open 115 points lower at 12,435CAC40 is expected to open 43 points lower at 5,401 |