TSB has apologised to customers amid complaints of difficulties with its online and mobile banking services, with some customers claiming they have been given access to other customer’s banking details.
The bank had warned customers that it would be carrying out upgrades to online and mobile services between Friday April 20 and Sunday April 22. However, after the 6pm Sunday deadline customers claimed they still could not access their bank accounts, leaving many angry and concerned ahead of a new working week.
Some customers awoke on Monday morning to find that they still had no access to their bank accounts, and before long the frustration boiled over onto Twitter and other social media platforms.
In a statement released on Monday morning, TSB said: “We’re really sorry that some of our customers experienced problems accessing our mobile app and internet banking yesterday evening. Both of these services are now up and running again.”
Claims that mobile and online banking were back to normal have been refuted by a number of customers however, with some complaining on Twitter that they still couldn’t access their accounts and others claiming they had access to other people’s money.
Customer Data at Risk
A Paisley resident told the BBC that he had been credited with £13,000 after logging into the app on Sunday evening.
The TSB social media team faced a torrent of messages claiming similar experiences from its customers.
One user claimed they had complete access to someone else’s account details, claiming it was a “serious DPA [Data Protection Act] breach” and asked “what would the FCA [Financial Conduct Authority] say about this!”
.@TSB so go to my app and have someone else’s accounts there!!!! Serious dpa breach! Want to speak to someone now and a half an hour wait!! What would the FCA say about this!!! Might just inform them a bank is giving away other people’s account numbers
— bex (@Bec_701) April 22, 2018
Craig Malcolm, another account holder at TSB claimed in a tweet (since deleted) that he “had access to everything in that persons account” and that he “could see the account number, sort code and transaction history of 5 different accounts.”
Amid the claims of data protection breaches some customers told TSB they would be closing their accounts once the issue is resolved, with Twitter user Hannah saying “as soon as I get access to my own money I will be closing my accounts down”.
@TSB as soon as I can get access to my own money I’m closing my accounts down. Not been able to get money since Friday but you can still access payments, tsb is the worst bank I’ve ever dealt with. #tsb
— Tracey Hannah✌ (@xthannahx) April 23, 2018
TSB says it is “working as hard and as fast as we can” to resolve the issues customers are encountering.