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

masonic

I'm in too. Still unable to view my latest credit card statement to know when and how much my direct debit will be this month. Clicking the link absurdly causes my browser to print preview my recent transactions.

Fortunately, I've been able to confirm my balance transfer to a parachute card has been carried out, so I can soon close my account and be done with the uncertainty of TSB.

The_Good_Doctor

This might need a new thread, but has anyone heard of a similar but much smaller scale problem happening to Nationwide Flexaccount customers? My lodger says he's a victim of it. The story is that Nationwide's phone banking system was hacked back in March or April and only those customers who were on the phone at the time were affected. As a result, apparently they've frozen his account. Obviously, I won't get anything out of Nationwide direct, as I'm not a customer. So, I thought I'd raise it here in case there something going on and they're keeping it very quiet, or else you'd all know whether or not my lodger is making this up.

Thanks for your help.

badger09

The_Good_Doctor wrote: »

This might need a new thread, but has anyone heard of a similar but much smaller scale problem happening to Nationwide Flexaccount customers? My lodger says he's a victim of it. The story is that Nationwide's phone banking system was hacked back in March or April and only those customers who were on the phone at the time were affected. As a result, apparently they've frozen his account. Obviously, I won't get anything out of Nationwide direct, as I'm not a customer. So, I thought I'd raise it here in case there something going on and they're keeping it very quiet, or else you'd all know whether or not my lodger is making this up.

Thanks for your help.

I suggest you start a new thread.

I would have thought there would have been some coverage of this, if it ever happened:cool:

ben166

Hi Everyone

To allow us to track how long they are taking to resolve, please can everyone

1. State the date of the complaint
2. state the date/number of weeks till it was resolved (or still open!)
3. The amount of compensation?

Thanks!
p.s. i am still waiting after 10 weeks.

Anthorn

ben166 wrote: »

Hi Everyone

To allow us to track how long they are taking to resolve, please can everyone

1. State the date of the complaint
2. state the date/number of weeks till it was resolved (or still open!)
3. The amount of compensation?

Thanks!
p.s. i am still waiting after 10 weeks.

Need clarification: To allow who to track?

wizzywig27

My complaint was dealt with about two weeks ago, over the weekend I got a 'sorry its taking us so long' letter asking me to allow them more time to deal with it

masonic

My complaint was made about 11 weeks ago.
It was escalated to the FOS 3 weeks ago.
I received the 'please give us 4 more weeks to consider your complaint' letter from TSB 1 week ago.
The FOS has begun investigating my complaint this week.

I suspect the FOS will conclude its adjudication before TSB responds to my complaint.

masonic

masonic wrote: »

I suspect the FOS will conclude its adjudication before TSB responds to my complaint.

By way of update, the FOS has reached an outcome on my case already, which I am very happy with.

eskbanker

masonic wrote: »

By way of update, the FOS has reached an outcome on my case already, which I am very happy with.

Are you planning to share any details on here? I'm sure everyone will be delighted for you that you're happy but it would obviously be more helpful to others if there are actual numbers being posted on here in order to see what FOS deems appropriate for each type of infraction and in turn whether TSB will start offering this without the need for escalation....

masonic

eskbanker wrote: »

Are you planning to share any details on here? I'm sure everyone will be delighted for you that you're happy but it would obviously be more helpful to others if there are actual numbers being posted on here in order to see what FOS deems appropriate for each type of infraction and in turn whether TSB will start offering this without the need for escalation....

Yes, that was really just a placeholder while I was at work.

At the moment, the outcome still comes with the caveat "Unless TSB disagrees with what I've recommended, it should make the payment and take any action I've recommended within about three weeks of the date on this letter."

This ought to be a formality, as for TSB to challenge in its current position would be rather outrageous, but anything is possible.

My situation is very different to most reading here as my complaint exclusively pertained to my credit card. I made a claim for the cost and inconvenience of several unanswered calls, and the inconvenience of (to date) not being able to access 2 of my monthly credit card statements from this year, and any of my historic statements. I did not complain about lack of access to online banking, or anything to do with my TSB current accounts. For the issues I faced it has been recommended TSB pay me a sum of approx. £150 (I'm not going to disclose the exact sum, but I've rounded down).

Interestingly, the FOS appears to have prepared a boilerplate response specifically for TSB customers. This was of particular relevance:

"what is a financial loss?
This is any loss caused, either directly or indirectly, by the IT issues. Examples of this could be the cost of phone calls if someone's had to call TSB, parking charges if someone's had to visit a branch, or late payment charges if any payments were missed because of the IT issues.

what could the impact have been?
When looking at complaints like yours, it's important to remember that the problems faced may not just be financial depending on the circumstances, issues like this can also lead to some distress, inconvenience and, at times, damage to a person's reputation.

But we also need to balance this with the fact that daily life - and dealing with other people, businesses and organisations - can be inconvenient at times. To award compensation, we'll need to see that the IT issues caused more than just a minor inconvenience or upset.

On the face of it, some complaints might seem similar to others. But every customer and every complaint is unique and compensation needs to reflect the impact on the individual people involved. We don't add up awards for each individual error. Instead, we look at everything that's happened - and then take a step back and decide what's fair overall."