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You can find the current article at its original source at https://www.theguardian.com/business/2018/sep/03/tsbs-apologises-another-online-services-disruption
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| Version 2 | Version 3 |
|---|---|
| TSB apologises for fresh disruption to online services | TSB apologises for fresh disruption to online services |
| (5 months later) | |
| TSB has apologised after its online and mobile banking services were disrupted on Monday morning, locking thousands of customers out of their accounts in the bank’s second IT failure this year. | TSB has apologised after its online and mobile banking services were disrupted on Monday morning, locking thousands of customers out of their accounts in the bank’s second IT failure this year. |
| Customers trying to log in reported that they were denied access for using the “wrong” details, even though they knew they were correct. Others who had managed to log in said they had been unable to move money between TSB accounts. | Customers trying to log in reported that they were denied access for using the “wrong” details, even though they knew they were correct. Others who had managed to log in said they had been unable to move money between TSB accounts. |
| Many were furious that the company had claimed the problems, which followed a routine maintenance upgrade, had been fixed when they had not. Others described the latest disruption as “beyond a joke”. | Many were furious that the company had claimed the problems, which followed a routine maintenance upgrade, had been fixed when they had not. Others described the latest disruption as “beyond a joke”. |
| TSB is still recovering from an IT disaster in April, when customers were left without access to online banking services for several weeks. The bank has 1.9 million customers who use its digital banking services. A spokesperson told the Financial Times “thousands” of customers had been affected. | TSB is still recovering from an IT disaster in April, when customers were left without access to online banking services for several weeks. The bank has 1.9 million customers who use its digital banking services. A spokesperson told the Financial Times “thousands” of customers had been affected. |
| “We’re really sorry that some of our customers are experiencing intermittent issues,” the bank said. | “We’re really sorry that some of our customers are experiencing intermittent issues,” the bank said. |
| The spokesperson added that problems had emerged over the weekend. “There was an issue yesterday [Sunday] afternoon which was resolved, however, customers may be experiencing a slowness in service. We’d like to apologise for any inconvenience this may cause,” they said. | The spokesperson added that problems had emerged over the weekend. “There was an issue yesterday [Sunday] afternoon which was resolved, however, customers may be experiencing a slowness in service. We’d like to apologise for any inconvenience this may cause,” they said. |
| By Monday evening, TSB said its digital operation was delivering “good service levels”, with the bank continuing to monitor the situation. | By Monday evening, TSB said its digital operation was delivering “good service levels”, with the bank continuing to monitor the situation. |
| Gareth Shaw, a money expert at Which?, said the latest IT troubles would have left some TSB customers at their “wits’ end”. | Gareth Shaw, a money expert at Which?, said the latest IT troubles would have left some TSB customers at their “wits’ end”. |
| “TSB customers who endured chaos with their bank earlier in the year will be asking themselves how on earth this could be happening again. TSB bosses gave robust assurances that lessons had been learned – so this will come as a real blow to all those who stuck with the bank,” he said. | “TSB customers who endured chaos with their bank earlier in the year will be asking themselves how on earth this could be happening again. TSB bosses gave robust assurances that lessons had been learned – so this will come as a real blow to all those who stuck with the bank,” he said. |
| “There has never been an easier time to switch, and the current account switch service makes the process as painless as possible.” | “There has never been an easier time to switch, and the current account switch service makes the process as painless as possible.” |
| Since the previous major IT meltdown, the bank has been struggling to win back the confidence of its 5 million customers. | Since the previous major IT meltdown, the bank has been struggling to win back the confidence of its 5 million customers. |
| Last week, it emerged that TSB had plummeted from fourth to last place in the latest banking customer service poll by the website Money Saving Expert. | Last week, it emerged that TSB had plummeted from fourth to last place in the latest banking customer service poll by the website Money Saving Expert. |
| The original IT problems occurred when customer data was migrated from an IT system operated by Lloyds Banking Group, which used to own the bank, to a new one managed by its Spanish owner, Sabadell. | The original IT problems occurred when customer data was migrated from an IT system operated by Lloyds Banking Group, which used to own the bank, to a new one managed by its Spanish owner, Sabadell. |
| In June, the TSB chief executive, Paul Pester, said 2,200 customers had had fraudulent attempts to access their accounts since the difficulties surfaced. | In June, the TSB chief executive, Paul Pester, said 2,200 customers had had fraudulent attempts to access their accounts since the difficulties surfaced. |
| More than 12,500 customers have left the bank since April. TSB received more than 100,000 complaints and said in July that the IT meltdown had cost £176.4m and pushed it to a half-year loss. | More than 12,500 customers have left the bank since April. TSB received more than 100,000 complaints and said in July that the IT meltdown had cost £176.4m and pushed it to a half-year loss. |
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