TSB planned outage

Fingerbobs

ValiantSon wrote: »

I am not impressed by MSE's urging everyone to make a complaint in the hope of gaining compensation. If someone has suffered a material loss then they should complain, but if they haven't then it is just greed. This is supposed to be Money Saving Expert, not Money Grubbing Expert.



https://www.moneysavingexpert.com/news/banking/2018/04/tsb-refund-customers-compensation-

Completely agree. I'm disappointed in MSE on this point.

I've suffered some very minor inconvenience (which actually isn't quite resolved yet), but I have absolutely no intention of trying to trump up a claim for "compensation."

The branch staff I have dealt with have been awesome, and deserve praise. Some of the best customer service I've ever encountered.

Katiehound

Having been away I hadn't tried logging in until today.
When I did get into my CC see that + £5 followed by -£5 is recorded for today. Haven't made any payments of £5 today (or this month )so what's all that about?

ThreadDefender

Has anyone else had an issue where a TSB payment has not been received by the recipient despite TSB's online sytem indicating that the payment was made?

The stories I've read about other people's issues seem to concern online access and incorrect balances as opposed to the automated payments side of things.

Should I be (more) concerned?

ThreadDefender

Fingerbobs wrote: »

Completely agree. I'm disappointed in MSE on this point.

I've suffered some very minor inconvenience (which actually isn't quite resolved yet), but I have absolutely no intention of trying to trump up a claim for "compensation."

The branch staff I have dealt with have been awesome, and deserve praise. Some of the best customer service I've ever encountered.

I agree. I also think it's unhelpful to overburden TSB staff with unnecessary complaints at a time when they are already dealing with a crisis and customers with legitimate concerns. I think MSE should have some integrity when advising on such issues rather than encouraging everyone to milk the system (some might say fraudulently).

I think TSB is a pretty decent bank overall.

ThreadDefender

sheramber wrote: »

Some of us are not so lucky as Bonniepurple.

After several attempts to log in and being told I had entered incorrect information- I hadn't- I managed to access my accounts to find that my account now bears my husband's name - not mine.- and our joint account only has his name on it.

I discovered if you ignore the error message, do nothing and wait long enough the system logs in. It is just VERY SLOW.

I've had no issues with speed. I think the incorrect account details may have something to do with the new online system not referencing the database correctly or in the same way as the old one used to. Perhaps it can't deal with multiple account holders? This is all conjecture of course.

ThreadDefender

Spreadsheetman wrote: »

I'd love to find out the real technical story behind it, it's not easy operating at the scale of a bank's online platform.

This kind of thing tends to happen in all software projects and the cause is usually incompetence at some level. If the team itself was competent then they would have raised concerns during the project. If those concerns were not listened to, it was most likely incompetent management too preoccupied with chasing an unrealistic deadline rather ensuring the system would actually work, this sort of blind deadline chasing usually means the system can't be fully tested within the time frame and is therefore full of bugs at launch.

ThreadDefender

binaryuniverse wrote: »

A CEO taking personal charge is not necessarily a good thing. Especially if they don't actually have any expertise in that field.

CEO's being in charge usually means them coming over every 10 minutes wanting to know when it'll be done, then giving a really useful deadline for it to be done by... like that will suddenly make everything magically happen. Everyone gets stressed; more things are rushed in to meet the deadline.

Or, of course, they just open the purse strings (which the team probably weren't given the budget for before) and get more people in. Must be great being in charge. Just shout at people more, to get it done, or throw money at it.

It was probably a rushed deadline which caused this mess in the first place. The sensible thing to do would have been to delay the launch / planned migration from Lloyds until the system had been properly tested.

ThreadDefender

Nick_C wrote: »

Even for non customers, it is a matter of interest that a major business could make such a disastrous job of an IT implementation, and entirely appropriate for discussion on a forum such as this.

Happens all the time. Can't get much bigger than Microsoft (having had a virtual monopoly in the past) but still released some awful operating systems which were not improvements on their predecessors.

mgdavid

Just logged in on PC, straight in at 2nd attempt. All accounts present and correct. Will sweep up the interest on my normal schedule. :beer:

robin58

charlieboycat wrote: »

Begging for customer forgiveness? Or praying for divine help?

Both I think. :A