MSE News: TSB customers STILL unable to use online banking after weekend upgrade

wizzywig27

I complained almost three weeks ago, Ive had nothing. No email, call or letter, I thought by FOS regulations they had to acknowledge complaints within 5 days?

Anyway could I eck find an email address to contact them (phone line said call wait times were over 30 mins and to call back later then hung up). I emailed Paul Pester, got a response from him (or his email address at least) saying he would get head of customer service to call me back, that was a week ago and Ive still had nothing. I dont expect to jump the queue or anything by contacting him, but a quick call or email from their complaints team isnt much to ask.....is It?

GTR_King

I complained at the weekend... Telling them to tell me a date I can order a statement online, if they can't tell me a date then to order every statement/documents for all my accounts etc

will see if they get back to me & what they say

phillw

Mchambers wrote: »

Absolutely correct. Until they advise that everything is sorted and working, I will not try to access TSB.

I tried to phone them earlier. After waiting for over 10 mins, I gave up. TSB obviously still have massive problems:D:D !

How do you keep an idiot waiting?

eskbanker

wizzywig27 wrote: »

I complained almost three weeks ago

As the impact of their systems upgrade started just over two weeks ago on Sunday 22 April, this presumably will have swamped their complaints team, so complaints about other matters raised previously may be getting less priority while they take care of the fallout from their catastrophic major outages? This would appear to be endorsed by https://www.tsb.co.uk/help/complaints/, stating "Because of the problems our customers have been experiencing we’ve been having more complaints than normal, which may take us longer to resolve", so they're obviously hoping that people with complaints about other matters will cut them some slack....

wizzywig27 wrote: »

Ive had nothing. No email, call or letter, I thought by FOS regulations they had to acknowledge complaints within 5 days?

The FOS is just the ombudsman service rather than the regulator, but the FCA just says 'prompt' acknowledgement rather than anything more specific, at https://www.handbook.fca.org.uk/handbook/DISP/1/6.html:

On receipt of a complaint, a respondent must:

(1) send the complainant a prompt written acknowledgement providing early reassurance that it has received the complaint and is dealing with it; and
(2) ensure the complainant is kept informed thereafter of the progress of the measures being taken for the complaint's resolution.

wizzywig27

TSB website: 'Rest assured we'll be in regular contact to keep you updated'

Thats one thing they havent done in my situation. Its three weeks tomorrow I raised my complaint. I have been very polite and understanding of their situation (on my complaint and email to CEO) but I am starting to lose my patience a little.

Mchambers

wizzywig27 wrote: »

TSB website: 'Rest assured we'll be in regular contact to keep you updated'

Thats one thing they havent done in my situation. Its three weeks tomorrow I raised my complaint. I have been very polite and understanding of their situation (on my complaint and email to CEO) but I am starting to lose my patience a little.

Good reminder....I must send an em to Pester. I do not think that he will be there for long.

jnm21

To anyone not wanting compensation, a) take it to show all banks how much this sort of service can cost - give them a better business case not to risk treating customers like this & b) give it to your local food bank - I'm sure this fiasco has sent more customers their way!

I think there should be a poll - which is the biggest c*** up in British retail banking - can see RBS & TSB polling well! Not to forget Nationwide & their free cash debited much later issue.

I now feel so lucky that TSB didn't bother fixing their Chrome issue in over two years - the one that stopped me joining them last year!

chinners123

Can I ask any TSB Business customers out there if their issues have been resolved yet? Mine haven't: I can log on most of the time (although sometimes it logs me out again) but I'm still getting an error when trying to view a full statement (although the mini-statement seems OK).

I've also noticed I've been credited for an invoice I put out - twice, for the same invoice (which is nice). I have managed to sucessfully transfer money although I missed a salary payment.

I'm just wondering because many people on this forum are saying their accounts are fully functional - I'm wondering if there is a difference between business and personal functionality...

My Quickbooks has been unable to connect for 21 days now - that's not so good. It's a really useful feature to have and I'm not willing (just yet) to go down the export/import CSV route right now - and extra time spent by my book keeper on manual reconciliation isn't something I'm prepared to pay for just yet.

So - a lot more is working OK, but it's certainly not fully functional - at least, not on my business accounts. If everybody else's business accounts are fine, I'm going to feel personally affronted (I'm joking, before I'm requoted). Oh, and before anyone else asks, yes, I'm using the correct URL. Although why TSB can't just pop a simple redirect on an old non-functional URL is beyond me!

beanielou

My credit card is still now showing on internet or mobile banking app.
I have tried to work out roughly where I am with it but really it is not the best.
Written confirmation of my complaint & nothing else since last week.

Mchambers

Had a response from Pester. Not worth quoting as t just the normal response...'we are trying hard to fix problems, etc.'