TSB turned off my "paperless correspondence" - so I get no interest!

Ashen

For what it's worth, my father got a letter saying he hadn't logged into TSB online banking for 3 months and spoke of later re-enabling paper statements.

egrek

So after a phone call not getting far, I made a complaint. And then had a call for 35 mins.

Seems there is a technical issue (so not our fault) around some (not all) joint accounts. They apologised. If both people haven't logged on, in some cases, the system has turned off paperless - thus losing all interest.

I managed to get all interest returned and £10. It has now taken just over an hour to get this sorted.

They also confirmed you need to log on once every 12 months and read all messages (I was told the 3 months rule was wrong and the statements review is wrong - I think I'll be doing that to be safe anyways!) and that only ONE person needs to log on to a joint account and read all messages.

I also wanted to check the staff knew (as the lady I spoke to originally didn't, even though it had happened more than once she said) - I was told messages are sent out to their staff, but they may not have read them - how ironic this is what I'm getting blamed for!

Glad it wasn't our fault. Glad I've got our money back (and a touch more) and glad I was put through to the technical team at the end of the call as their screens I could see were also giving me the WRONG information. Quite a few issues with online banking and TSB it seems.

So money returned, (technically a touch more, as it's now gross, not net!) and happy customer once more, if untrusting of their internet banking!