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

katejo

I haven't had any problems other than a short period of no access right at the beginning. I do watch out for problems when I log in just in case. I wonder why it is affecting some people more than others? OK it isn't my main bank account so I have no DD issues but I do do frequent payments and transfers between accounts.

grunnie

I still can't use the ap. I cancelled 2 direct debits as i wasn't getting any bonus for them. I got a letter acknowledging one dd but not the other. As i have had other peoples letters included behind mine I think somone else has received my letter with my back account details on it. I am not spending hours on the phone to get the usual that it will all be sorted in 8 weeks or to go to the financial ombudsmen.

jgsmith43

Attempted to log in online this afternoon using the same website as I always do. Both Google and Kaspersky are blocking the website as a potential phishing threat. On checking the error information it suggests that the website certificate has now expired. I would suggest that it about time that the Regulators put their feet down firmly on this bunch of chancers. :mad:

Zanderman

jgsmith43 wrote: »

Attempted to log in online this afternoon using the same website as I always do. Both Google and Kaspersky are blocking the website as a potential phishing threat. On checking the error information it suggests that the website certificate has now expired. I would suggest that it about time that the Regulators put their feet down firmly on this bunch of chancers. :mad:

You are using the right site? https://internetbanking.tsb.co.uk/ Which is actually different to their old login site.

It's not blocked for me.

Uxb

...and the certificate attached to that page says it expires on 14/03/2019

wizzywig27

grunnie wrote: »

I am not spending hours on the phone to get the usual that it will all be sorted in 8 weeks or to go to the financial ombudsmen.

But it wont be. Its day 56 for me tomorrow and it hasnt been allocated to anyone yet, so unless someone picks it up tomorrow and resolves it the same day, then I will be going to the FOS.

Annoying thing is, if I go to FOS they can take weeks too, and in that time TSB MIGHT actually get around to dealing with the complaint, its a catch 22

Edit: If when I called they were more sympathetic towards my situation rather than showing contempt at the fact I am even calling them, I would be more likely to give them more time. But their staff are rude and unhelpful, so why should I?

Chickensoup

Hi, totally new to this but needed some help...


I have a student credit card with TSB, used initially to build credit rating, spending about half the limit each month and paying off in full using a direct debit set up.


Since the TSB debacle I have been watching my bank as closely as possible and decided, as I had some excess money, to pay off about £300 of last months balance early... I recently received a letter stating they had issues with last months direct debit not going through (where the excess money came from clearly) and so would be taking last months payment and this months at the same time. No problem, I had just paid some off early, and now would pay of the remainder as normal.


It now however, looks as thought the money I chose to bank transfer was not taken from the end of month direct debit charge... I chose to pay £300 off half way through of a final bill of £700, the direct debit did not clear at the end and has just gone out now, for the full £700, even though the £300 transfer I made cleared.


I went into the bank and asked to print statements so I could check / confirm, they said they cannot do it due to the systems and that I had to ring credit card services. I rang up, on hold for 2 hours... Got through, they said they couldn't sort it as 'I wasn't sure' and as I have been unable to access any of my credit card statements online cannot give them specific dates, (very aggressive man on the phone, almost angry I had even called and rushing me to be done) so said they would post out all of my statements so I could check and then 'phone back with proof'. I have since received statements, except I only received January and February 2017... helpful. I have been attempting to check statements online but still cannot see March's.


Any advice / help / next steps greatly appreciated.. Really don't know what to do and I am missing the money as budgeted for rent. In a bit of a pickle and now can't really wait for it all to come out in the wash.

molerat

All you can do is complain ........ but that is going to take several months to get a resolution. What do you want them to do ? In their present chaotic state they are unlikely to be able to return the money. There is no way I would have made an unnecessary extra payment, all they can manage is the basics - anything extra throws the system. Can you see the current status on line - I can see my last 20 transactions and the current balance and available balance. I did manage to turn on paper statements though which has sent me correct statements for May and June. I am afraid the only quick resolution is going to be finding that £300 from elsewhere to cover your outgoings.

soulsaver

Zanderman wrote: »

You are using the right site? https://internetbanking.tsb.co.uk/ Which is actually different to their old login site.

It's not blocked for me.

Old bookmark still works for me and not blocked (Win10, Edge & Chrome for OH).
When you click on the login button the webaddy changes to your quoted one.

Nozama

wizzywig27 wrote: »

But it wont be. Its day 56 for me tomorrow and it hasnt been allocated to anyone yet, so unless someone picks it up tomorrow and resolves it the same day, then I will be going to the FOS.

Annoying thing is, if I go to FOS they can take weeks too, and in that time TSB MIGHT actually get around to dealing with the complaint, its a catch 22

Edit: If when I called they were more sympathetic towards my situation rather than showing contempt at the fact I am even calling them, I would be more likely to give them more time. But their staff are rude and unhelpful, so why should I?

Don't waste your time / mental energy unnecessarily with the FOS. The organisation is not fit for purpose and the process will take months, not weeks. If you think TSB are incompetent, you might be more disappointed with the FOS. They have already been the subject of a Channel 4 Dispatches investigation.

https://www.telegraph.co.uk/money/consumer-affairs/financial-ombudsman-agrees-independent-review-troubling-documentary/

See also:

https://www.opendemocracy.net/ourkingdom/financial-ombudsman-and-its-service

Also check out the reviews from consumers:

https://uk.trustpilot.com/review/www.financial-ombudsman.org.uk

...and FOS staff:

https://www.glassdoor.co.uk/Reviews/Financial-Ombudsman-Service-Reviews-E477438.htm

(Note of caution on some of the positive reviews which sound like they come from people with a vested interest in increasing the overall review score and / or criticising people leaving negative reviews, rather than giving a genuine account of their personal experience).

TSB have sent out letters indicating that they agree to waive the normal time limits for contacting the ombudsman, and have also promised that no-one will be left out of pocket. You don't want to risk an adverse decision from the FOS when TSB would have paid out (eventually) for any losses anyway.