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

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."

molerat

It is now 3 months on and they don't seem any closer to sorting things out.

Westie983

masonic wrote: »

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."

This was the issues I faced and still face, I as of yet still cant see my credit card statement PDF's or any historical ones,

I have been told that they are aware of the issue and still trying to fix it. I have had no lasting damage on my credit file as I made adhoc payments to cover my DD failing, during the outage.

It interesting what the FOS have agreed though, but your issue is the same as mine.

Westie983

masonic

Westie983 wrote: »

This was the issues I faced and still face, I as of yet still cant see my credit card statement PDF's or any historical ones,

I have been told that they are aware of the issue and still trying to fix it. I have had no lasting damage on my credit file as I made adhoc payments to cover my DD failing, during the outage.

It interesting what the FOS have agreed though, but your issue is the same as mine.

In my case, TSB has not reported anything to the CRAs since early April.

The FOS offered, as part of its decision, to require TSB to send me copies of my statements by post, but I declined that offer as I wasn't confident they'd send them to the correct address.

My direct debit was correctly processed and taken, but because I couldn't access my most recent statement, I had to guess the amount and date it would be taken. Also, they sometimes include information in the statement that I am required to read - I have no way of knowing if I missed out on anything important.

Ultimately I paid off and stopped using the card. I will close the account in due course.

Gizmo70

I've just put in a complaint to TSB in w.r.t. my credit card about:

1. Latest statement not being available to download / view and the inconvenience that causes me around payments.
2. Lack of email notification for new statements.
3. The poor quality of the statements generated by the new system.
4. The quality of the menu system in telephone banking to find the relevant information I would have got from the statement (i.e. getting through to a human being who can access the statement as the telephone system doesn't have the option / option is hard to find).

I guess I could have mentioned in the complaint some of the other issues I have had in the last few months, but the layout of the form seems to be worded around current issues.

Speculator

After logging in, all I get is a blank screen with the words "HOLDINGLIST_TITLE " on the top!

Its been like this for 3 weeks.

Edit: Problem sorted now. Used another browser (Chrome) and I can log in. Seems to be a problem with Edge.

lushlifesaver

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.

first complaint:
logged 25/04 refers to inconveniences due to card services not being available. namely paying in some retailers
still open - not yet assigned to handler
doubtful i will be offered anymore than an insincere apology

second complaint:
logged 02/05
has breached 8 weeks and i have opened a case with the FOS although have not yet heard further from them. i know its been assigned to a case handler but was told i couldn't speak to him after i was told his name. further info has been added since then due to more errors on TSBs part
no idea what will be deemed fair redress but the mental toll of this has been exhausting and is impacting far more than my choice of bank (i opened a new account elsewhere asap after logging this one)

ValiantSon

Speculator wrote: »

After logging in, all I get is a blank screen with the words "HOLDINGLIST_TITLE " on the top!

Its been like this for 3 weeks.

Edit: Problem sorted now. Used another browser (Chrome) and I can log in. Seems to be a problem with Edge.

Maybe for some reason Edge was causing a problem for you, but I can confirm that it does not do so universally.

Doc_N

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.

1 Late April
2 Around 11 weeks
3 £110