22 November 2019 14:35
Bank says no one will be out of pocket as customers cut off from wages, benefits, pensions TSB is facing a fresh IT glitch after customers failed to receive wages, benefits, pensions and other payments into their accounts. The latest technical issue is likely to affect thousands of customers and comes just days after the publication of a scathing report into the handling of a computer meltdown last year that left 1.9 million customers locked out of their online accounts. The bank said on Friday that some payments to TSB customers had not gone in overnight but would not say how many people were affected, or the total value of the missed payments. "Some payments into TSB accounts have been delayed overnight and we are working to process these as soon as possible today," the company tweeted. The bank said customers who did not have sufficient funds to cover payments could call to get emergency cash.
"We apologise for the inconvenience this has caused and will ensure customers are not left out of pocket," the bank said. "If TSB customers need emergency cash contact us via the number on the back of their card." However, one TSB customer, Iona Donnan, said she had been advised by the bank to borrow money from family or friends. Problems persisted for six weeks, with some customers given access to other customers' accounts. Commenting on the latest IT glitch, Martin Lewis, the founder of MoneySavingExpert.com, said: "Many customers will be struggling not to think that TSB stands for 'The Screwed Bank'. Yet another major banking failure has left people worried about their wages and how they are going to pay their bills.
People woke to find their accounts missing funds on Friday and the bank was forced to offer emergency cash to those affected. On Friday morning TSB said the issue had been resolved and all the affected payments have now been made to and from customer accounts. Before the problem was fixed, TSB said a "small number" of customers failed to receive payments and gave assurances that the delayed payments are expected to show up in accounts this afternoon. It said customers needing emergency cash could contact the bank by going into branches or by phone. TSB customers took to Twitter after waking up to find payments were not in their accounts, with many also complaining of being left on hold for up to an hour waiting to speak to customer services over the phone.
One affected customer tweeted: "My money hasn't gone in, I have bills/debts/food to pay for and literally 81p in my bank." TSB apologised for the issue, and a spokesman said: "Some payments into TSB accounts have been delayed overnight and we are working to process these as soon as possible today. TSB has said customers affected by the latest problem could "still use their cards to make payments or withdraw cash". TSB did not immediately give a time frame to customers for when the issue would be fixed, leaving many frustrated. The drama came just days after TSB was criticised for a major IT meltdown in April 2018 that saw 1.9 million people unable to access their online accounts. Not only were millions left unable to access their accounts, but the debacle also sparked an unprecedented wave of opportunistic fraud attacks on customers. A damning independent report into the incident said the bank's board lacked "common sense" as it moved to switch to a new IT system without carrying out the necessary testing beforehand. The debacle in April 2018 sparked one of the UK's biggest ever banking systems crises and led to former TSB boss Paul Pester stepping down. New chief executive Debbie Crosbie is due to update on her strategy overhaul at TSB on November 25. Please log in Register with your social account or click here to log in I would like to receive lunchtime headlines Monday - Friday plus breaking news alerts, by email Update newsletter preferences TSB has apologised to customers after payment delays overnight saw people wake up to find wages had not gone into their accounts. Those with accounts at the bank complained that their wages had not been deposited, with many venting about the issue on social media. "Some payments into TSB accounts have been delayed overnight and we are working to process these as soon as possible today," TSB wrote on Twitter. "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." One man affected by the issues wrote: "I have a family to care for and yet thousands of people are waking up with same issue, no wages and not able to get on with their lives." TSB told a customer he had until 2:30pm to find extra money, after it blocked his wages and stalled his bills on Friday morning. Robin Fletcher, 33, woke up to a text from the bank stating that he had insufficient funds - explaining that he would incur fees for bounced payments if his account wasn't topped up by 2:30pm today. "They said several employees with TSB had also called about a similar issue - so I decided to contact the bank instead." "I tried to contact customer services, but after 40 minutes in a queue, I gave up," Robin said. Robin, who works as an agency worker for the Royal Mail said today's failure will result in him closing his account for good. The legacy customer, who joined in 2016 after the bank broke ties with Lloyds, said he was also affected by last year's IT meltdown. "They gave me £100 in compensation," he said, recalling the incident that affected more than 1.9million account holders. Commenting on today's failures, a TSB spokesman said: "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."