TSB customers furious as bank hit by yet another IT glitch

Sajid Shaikh
Digital finance editor


Many TSB customers were unable to access accounts on Friday. Photo: Getty Images

TSB customers have been hit by another IT glitch on Friday as the bank said payments into some accounts have been delayed.

The bank apologised and said on Twitter it was working to “process these as soon as possible”.

TSB customers, however, are furious as many expressed their anger and frustration as the bank responded to a steady stream of tweets.

“Some payments into TSB accounts have been delayed overnight and we are working to process these as soon as possible today. We apologise for the inconvenience this has caused and will ensure customers are not left out-of-pocket”, the bank said on its Twitter account.

It further said: “If TSB customers need emergency cash contact us via the number on the back of their card. Customers can still use their cards to make payments or withdraw cash.”

Customers this morning are facing long call wait times, many said they were unable to pay their rent and access their wages.

“Contacted number on back of card. Was on hold over 30 mins to be told nothing they can do & I have to go into branch. It's a joke I have 4 kids & no money,” said one.

READ MORE: TSB lacked 'common sense' in 2018 IT meltdown, report says

Only last week TSB chairman Richard Meddings had apologised to customers after a damning report concluded opportunities were missed to avoid last year’s disastrous IT meltdown.

The bank blamed a botched migration to a new computer system last year saying it left many customers unable to access internet or mobile banking and led to a surge in fraud.

An independent report by law firm Slaughter & May, published last week, said issues arose because the new platform “was not ready to support TSB’s full customer base” and TSB’s technology provider, which was a sister company, was not ready to operate the platform.

Many of the issues “could have been identified” ahead of the launch but an “ambitious and unrealistic” timetable blinded those involved to the issues.

The heavily critical report blamed everyone involved and said TSB “lacked common sense” in fixing its IT glitches.