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

pochisoldi

molerat wrote: »

Things are getting better. Instead of having no archived credit card statements available for 2017 and 2018 I now have no archived credit card statements available for 2014 - 2018

Same here, and the rest:

Continual card use between opening in July 2016 until June 2018.
All visible statement links apart from May 2018, broken.
Feb 2018 never happened
Nor did Jan-July 2017
October and November 2017 are a blank as well.
2016 - nope - nothing there.
Lord only knows why there are links for 2014 and 2015.
More hard coded crap?

Luckily, before the clusterfsck happened, I'd kept copies of all my statements.
I've had a paper copy of my June statement. The requested paper copy of my July statement is still pending.

Looking on line I can see "Transactions since your latest statement: 10 June 18 to present" (last statement should have been around July 10th)

"Next statement due: 03 August 18", which would be a minor miracle because the same webpage says "Payment due by: 03 Aug 2018"

The link to "Export transactions to Excel" gives me the option to export to "Internet Banking text/spreadsheet (.CSV)" or "Quiquen 98 and 2000 and Money (.QIF)"

So I look at my last transaction on the website: Last transaction: "30 Jul 2018 PAYMENT RECEIVED - THANK YOU"

Compare this to the QIF file:
"D2018-07-29
PPAYMENT RECEIVED - THANK YOU"
and the CSV file:
"CC,PAYMENT RECEIVED - THANK YOU,2018-07-29,GBP,C,2018-07-29"

Yep - every single date, one day out. Another "off by one" error which has been there for three months solid.

And you might have noticed - website says payment due 3rd Aug, payment made 30th July.
Why - because I cancelled the DD at the bank when they took money without notice on June 4th. I also cancelled the DD at the bank when they took more money at the begining of July. I cancelled the direct debit with TSB but their website sitll says:

"You currently have the following Direct Debit set up yo make a payment into your Credit Card"

Yes - it really says ""set up yo make" - such is their attention to detail.

The card has been sat in the draw for most of the last 6 weeks - only got it out to ring up the complaints department to confirm that my 12 week old complaint (which is actually 4 complaints rolled into one) still hasn't been assigned to a handler.

I can't believe how a company can think that they could roll out such a poorly tested IT system.
!!!!!! "Quiquen" and "set up yo make". Run them through a basic fault finding tool called a "spell checker" and it'll get flagged up...

PochiSoldi

SuiDreams

Have 3 2018 statements and have managed to download these 3 2017 statements have appeared but can not view or download, no other statements have appeared but the year links have. hoping this will improve in the next week or so. No response to complaints.

laven

Many thanks to everyone who has advised me over the past couple of weeks. TSB has now recovered THEIR money from my account. Yesterday I was unable to access online banking using Edge (I am collecting browsers). Enough is enough. I am switching, so bye bye TSB.

uknick

SuiDreams wrote: »

Have 3 2018 statements and have managed to download these 3 2017 statements have appeared but can not view or download, no other statements have appeared but the year links have. hoping this will improve in the next week or so. No response to complaints.

I'm having this problem. Did you ever manage to get it to work?

Robisere

I appear to be the lucky customer with no serious problems since my TSB account became operational once again, within 2 weeks of the problems. The only residual fault is that I cannot get "Print This Page" to work, but I can work around this.


I have always downloaded TSB statements since Day One with them. Consequently, I have them all. I am Paperless.


I have no wish to engage in meaningless argument with others here, so please accept these statements as they are. I wish the dissenting parties would take it all somewhere else: are we not better than this?

EssexExile

Robisere wrote: »

I am Paperless.

Me too. It doesn't stop the website saying I'm not & the paper statements arriving at regular intervals.

I've not had any serious problems with them though.

SuiDreams

uknick wrote: »

I'm having this problem. Did you ever manage to get it to work?

Its still not working

molerat

Received my 8 week holding letter stating I can take my complaint to the ombudsman. Says they will contact me again in 4 weeks.

Mr_Goodkat

Mr_Goodkat wrote: »

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.

This is still an issue for me with my latest clear score report today showing a £10k debt on my TSB card from April when my card is at £0.


I do think this is something the regulator needs to take them to task over and if they do not start updating the CRAs I will take their final response to the Ombudsman (if they ever send me anything other than a we will be back to you in another four weeks letter).


I am planning on selling my house and buying a new one in the coming months so hoping this is sorted before then!

molerat

How many weeks are you at since complaining ? If 8 weeks then go to the ombudsman.