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

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.

masonic

Nozama wrote: »

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.

I've used the FOS a couple of times and have been pleasantly surprised on both occasions. The last time, which was about 3 years ago, I had my issue ajudicated to a settlement in just over a week and ended up with about double the compensation I originally requested from the business in question. It took them about 6 weeks to from submission to taking up my complaint, but quite efficient once on the case.

I've now passed the 8 week mark with my TSB complaint, will be making use to the FOS once again.

masonic

wizzywig27 wrote: »

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

You can accept an offer directly from TSB at any stage during the FOS complaint and the FOS will close your complaint with them.

msallen

My credit card account now appears online again for the first time since the "upgrade" (my current accounts have always been OK), although I can't access statements as others have previously reported.

However the fact that it appears at all is a definite improvement so it seems things are moving in the right direction, albeit at snail's pace.

Vortigern

Checked my credit file on Clearscore. TSB have not updated it since April. All my other cards updated in June.

Probably not a huge issue, but something else that TSB need to fix.

ProseccoGirl

I must have been really lucky with my TSB accounts, because other than the initial logging in issues right at the start, and using the new linked page...I've not had any more trouble. (touch wood!!!)

wizzywig27

week 9 tomorrow, havent gone to on FOS yet. Rang in today to see if its been allocated to someone/anyone yet, was told no. Asked to speak to a manager and her response was 'thats not gonna happen'

Absolute joke now.

Mr_Goodkat

Vortigern wrote: »

Checked my credit file on Clearscore. TSB have not updated it since April. All my other cards updated in June.

Probably not a huge issue, but something else that TSB need to fix.

I have also noticed that my TSB accounts have not updated on any of the credit reference agencies that I access free of charge via Clear Score (Equifax), Money Saving Expert (Experian) and Noddle (Clear Score) since April.


This has now formed part of my complaint to TSB for a couple of reasons:
1) I am keen to see how they report the month of May where no payment was taken by DD due to their issues as this should not be marked as either a late / missed payment or even a minimum payment marker.
2) My balance shows as £10k as I was coming to the end of the 20 month 0% promotion. This has now been cleared but gives a false impression of my debt / gearing so could make credit harder or more expensive to come by.

laven

Looking for advice please. Immediately after the "upgrade" I had intermittent access to online banking. I managed to pay my credit card 4 June, but 2 payments were taken. The staff in branch were great, but couldn't do much. I have not had access to online banking since 7 June. I can log in, but then get a message HOLDINGLIST_TITLE and after 9 minutes it logs me out.
I had paper statements (arranged by the branch) which showed that the second credit payment had been refunded to my current account. Since then it has been taken out again and refunded again. Are you still with me? It has not been taken from the credit card account which is therefore showing a credit. I spoke to the credit card people who have escalated the complaint I made, but I have no idea what has happened to my account balance as I can't access my account.
I am planning on leaving TSB, even though I have been a TSB customer since 1977, but I daren't transfer the account until this mess is sorted out. I don't trust them any more.
I have made a formal complaint to TSB, and had an acknowledgement which I don't really understand.

Has anyone any ideas about anything else I can do? I want full access to my accounts and the ability to operate them as normal. I also want to be able to sort out the credit card mess. Help please!