TSB Classic + letter re paperless conditions to be applied from 31/1/2015

[Deleted User]

thebritishbloke wrote: »

I have an inbox, but I can't send TSB a message.

I'm the same, thebritishbloke - I have an inbox but only contact is for TSB is by telephone. I'm fully paperless.

Does anyone know how to send an electronic message to TSB securely when logged in, please?

Crimson

knack92

Pianist wrote: »

This seems to be an automated letter. Nevertheless I have tried to contact TSB to clarify an issue (a very simple one) but have had no success. A few months ago when I tried to contact TSB by phone they took so long to answer my query that the call cost me several pounds (national rate call). TSB stubbornly refuse to allow us to contact them by e-mail (they claim it is insecure, but that is no excuse as they could respond via an internal message within the inbox area of the customer's account, which is the policy of most other banks).


I am unwilling to phone the TSB again and pay for an expensive call so I found an internet page which allowed me to submit an e-mail enquiry. Six days later and there has been no reply. I found another webpage which invited customers to contact TSB by e-mail, but it requires customers to choose options from a drop-down menu, and whichever option the customer selects they are then told to contact them by telephone. Where is the common sense in giving a page for supposed e-mail contact and then telling the customer to phone, no matter what option they select?


Today I contacted TSB on Twitter and asked my very simple query. The customer service representative refused to answer, and told me to phone the national rate number, even though the query did not involve mentioning my account number or giving any information about my account. I found this not merely unhelpful but discourteous. There is no legitimate reason why the company's representative could not respond in a tweet (or private message) to give a 'yes' or 'no' answer to a simple query about account conditions when no sensitive account-related information was involved.


TSB needs to realise that many customers prefer to contact their banks by e-mail, and their website needs an internal private messaging system to allow this. Until this facility is in place, the TSB website lacks basic functionality, and it seems to have been designed for six-year-olds judging by the huge patronising writing and the cartoon characters.


I am not impressed by TSB when one of its customer service representatives is too lazy to give me a 'yes' or 'no' and tells me to phone a national rate number when I have already stated to him/her the reason why I don't wish to do so.

Just had a look at your tweets to TSB. The number they have supplied is a geographical 02 number which will be included in your mobile/landline calling package if you have one.

The term national rate no longer exists but I presume it was an 0845 number you called a previously that cost several pounds? TSB actually phased out their 0845 numbers - replacing with 03 alternatives - back in May, so the number you called must have been an old one. 03 numbers are charged the same as 01/02 numbers.

Kendall80

thebritishbloke wrote: »

I have an inbox, but I can't send TSB a message.

Same here.

zzzt

SevenOfNine wrote: »

My letter also said I hadn't signed up for paperless correspondence.

When I checked both my a/c's on line it said "paperless correspondence - YES" (& paperless statements, £500pm, internet banking, I've even got 1 d/d set up in both a/c's to scoop off the monthly interest)

No idea what they were playing at.

Exactly the same here. I signed up months ago, but the letter says I'm not. Went on the website and the tick is there, so not sure what else I can do.

Also haven't received the interest for November (today is the 3rd), but maybe it's because the 1st and 2nd were a weekend? Perhaps it will be paid on the 4th and show in the statement as the 1st.

I also have an inbox but am unable to send messages, like the people above.

Archi_Bald

zzzt wrote: »

Also haven't received the interest for November (today is the 3rd), but maybe it's because the 1st and 2nd were a weekend? Perhaps it will be paid on the 4th and show in the statement as the 1st.

Interest is always added to your account late on the first working day of a month.

Here's what the T&Cs say about it:

Calculated daily from when you open or upgrade to a Classic Plus account (or if that day is not a working day, the next working day).
Payable
• on the first working day of each month
• on the first £2,000 in your account.

http://www.tsb.co.uk/assets/pdf/plus_terms_and_conditions.pdf

Steve_xx

zzzt wrote: »

Exactly the same here. I signed up months ago, but the letter says I'm not. Went on the website and the tick is there, so not sure what else I can do.

Also haven't received the interest for November (today is the 3rd), but maybe it's because the 1st and 2nd were a weekend? Perhaps it will be paid on the 4th and show in the statement as the 1st.

I also have an inbox but am unable to send messages, like the people above.

See post#12. It seems that interest would be added today but it may not appear on your online view until tomorrow.

[Deleted User]

Archi_Bald wrote: »

I can see and use an internal private messaging facility, and I believe all TSB account holders with online access do. It's been available for a few months now.

Hello Archi Bald - Can you tell me how to find and use the internal private messaging facility for TSB, please? When logged in to my TSB account I can only see my Inbox and telephone numbers to make contact.

Thank you.

Crimson

Archi_Bald

Sorry if I have misled anyone, I meant the inbox facility.

jennifernil

We both have TSB accounts, all registered for paperless everything.

OH got the letter, I didn't. He checked, and he is properly registered. Most odd!

B_G_B

Received letter today ref change of terms and conditions with particular reference to the new restrictions opening 2nd accounts, existing 2nd accounts safe for the time being etc.

This letter also confirmed (in bold type) that I am already signed up for internet banking, paperless statements and correspondence, and need to do nothing to continue receiving interest.

Paradox me thinks.