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

No_6

We both put in complaints on the 8th May 2018
and get letters, most months, saying they are looking into IT
but they are vey busy..

ie We will get in touch soon...…?

katjavm

I received 12 GBP + 250 GBP for complaining about 11.40 GBP telephone costs incurred after the upgrade back in April 2018. It took TSB 3+ months to respond to my complaint, but I am happy with this outcome. They might have just kept 1 customer although I have been looking around for a new bank.

Cotta

katjavm wrote: »

I received 12 GBP + 250 GBP for complaining about 11.40 GBP telephone costs incurred after the upgrade back in April 2018. It took TSB 3+ months to respond to my complaint, but I am happy with this outcome. They might have just kept 1 customer although I have been looking around for a new bank.

That's an incredible sum of money, what was the exact nature of your complaint?

Mr_Goodkat

molerat wrote: »

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

I complained on the 19/06 and received another holding letter at the end of last week. My complaint was mainly around lack of updates to credit files overstating my indebtedness after I cleared a 10k 0% Card with them but also included items around access, cashback and not taking direct debits (items that I would not have complained about individually but provide the scale of their failings over a sustained period.

I will give TSB opportunity to issue me with a response and then final response if necessary before escalating to the Ombudsman.

I do not think with the exception of extreme hardship that cases should be going to the ombudsman before TSB have responded as ultimately we all pay for these cases and I do believe I will get a better outcome from TSB as they will factor in customer retention into their award as opposed to financial / consequential loss that the ombudsman will use.

Cotta

Mr_Goodkat wrote: »

I complained on the 19/06 and received another holding letter at the end of last week. My complaint was mainly around lack of updates to credit files overstating my indebtedness after I cleared a 10k 0% Card with them but also included items around access, cashback and not taking direct debits (items that I would not have complained about individually but provide the scale of their failings over a sustained period.

I will give TSB opportunity to issue me with a response and then final response if necessary before escalating to the Ombudsman.

I do not think with the exception of extreme hardship that cases should be going to the ombudsman before TSB have responded as ultimately we all pay for these cases and I do believe I will get a better outcome from TSB as they will factor in customer retention into their award as opposed to financial / consequential loss that the ombudsman will use.

No access for four months to my account and the Ombudsman have lowballed me with an initial offer of £50 although this amount is not their official amount yet.

Mr_Goodkat

Cotta wrote: »

No access for four months to my account and the Ombudsman have lowballed me with an initial offer of £50 although this amount is not their official amount yet.

What do you mean by ‘no accesss for four months’?

What do you not have access to and what impact is that having?

If it is a total loss of all banking facilities with TSB through no fault or misconduct of your own I would be parking myself at the TSB Local Branch / TSB Head Office until it was sorted or moving banking facilities elsewhere

My laid back approach to TSB solving my complaint is they are paying me £6.23 every month for having £1500 sat in my account with them and I have 30+ current accounts and credit cards so do not rely on them for anything important

Cotta

Mr_Goodkat wrote: »

What do you mean by ‘no accesss for four months’?

What do you not have access to and what impact is that having?

If it is a total loss of all banking facilities with TSB through no fault or misconduct of your own I would be parking myself at the TSB Local Branch / TSB Head Office until it was sorted or moving banking facilities elsewhere

My laid back approach to TSB solving my complaint is they are paying me £6.23 every month for having £1500 sat in my account with them and I have 30+ current accounts and credit cards so do not rely on them for anything important

No access to my current account due to the IT issues, TSB firstly denied I registered for online banking to the Ombudsman and then conceded there was an issue on their side.

molerat

Pester has quit ! https://www.bbc.co.uk/news/business-45406322

Cotta

molerat wrote: »

Pester has quit ! https://www.bbc.co.uk/news/business-45406322

He lasted long than I thought, there are still a large number of underlying issues with the systems at TSB that need resolving.

CollinT

If it is of any help, I took my complaint to the FCA after waiting 12 weeks for TSB to respond, other than 'holding letters' - sent to the wrong person!

In the interim TSB offered me £50 'goodwill' full and final. I declined their offer.

The FCA Investigator called my last Wednesday to say they were dealing with my complaint and were reccommending that TSB paid me £150 as compensation.

I am quite happy with that amount as I think it reflects the hassle of having to travel 16 miles to queue up at my nearest branch weekly for 4 weeks to get money out after the meltdown, no text alerts, no credit card statements, call centre aborted calls. Waiting 6 weeks for a large cheque to clear (the branch lost it!), No internet banking for 3 weeks etc.

Collin.