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

RedRuby_2

I wonder if its worth following up with a phone call. I tried already and the wait for too long so I ended up putting the phone down.

mmcmahon

I got a letter today awarding £150 too, £100 for distress and £50 for travel expenses. Had been so long I thought they's binned the complaint so a pleasant surprise

EmaJane88

I've just had a call from Financial Ombusman (I took my complaint to them after TSB failed to respond).
I've had my mortgage application fee refunded while the complaint was ongoing (infact they did it twice, not that I said anything) so that's sorted. They're calculating the amount of extra interest I've paid on my mortgage due to their !!!! up and will refund and they've apparently agreed to £660 in compensation/admin reimbursement. So that's £900 in refunds&compensation and then I need to wait for the interest calculation.

I'm not convinced I will actually see the £££ but if I do then I'm fine with that. I'm not angry enough to care anymore!

Good luck everybody!

HUMBUG

I've just noticed a major problem on my fathers current account with TSB. I deposited a cheque for £20k into his bank account personally (with a paying in slip) on the 11th July . Waited a few days and got a mini-statement for my dad (who is blind) from the ATM . There was the credit amount for 20k so everything hunky dory . I then opened up a cash ISA with YBS for my dad who wrote a cheque for £20k and posted it all off a few days ago .

But on looking at todays TSB statement , the previously deposited cheque for £20k has suddenly disappeared. The credit amount has just vanished into thin air leaving my fathers account balance 20k too short.

What is going on? How can a credit cheque entry just disappear ?

I think their systems are in meltdown again which is very worrying for everyone who banks with them .

Everyone needs to check their online accounts because they have lost all control of their auditing systems . They really need their banking license revoked.

eskbanker

HUMBUG wrote: »

What is going on? How can a credit cheque entry just disappear ?

I think their systems are in meltdown again which is very worrying for everyone who banks with them .

Everyone needs to check their online accounts because they have lost all control of their auditing systems . They really need their banking license revoked.

Perhaps it would be prudent to await the explanation of what's happened to your father's account before ladling on the hyperbole and deciding that it's a massive and widespread issue affecting everyone....

HUMBUG

eskbanker wrote: »

Perhaps it would be prudent to await the explanation of what's happened to your father's account before ladling on the hyperbole and deciding that it's a massive and widespread issue affecting everyone....

No, I think its almost certainly a generic problem affecting many customers. Imho, their system has crashed and they've used a backup to restore the cheque credits. The backup copy used was not dated early enough so they've lost cheque credits for many customers. So I think everyone should be worried because if they've done this before , people will need to check back through their old statements and compare with recent ones to identify if previous cheque credits have now gone missing.

The problem with cheap IT developers (which is what TSB used) is they never plan for 'unfriendly scenarios' or have any linked up processes to correct faults.

In this case, if I am correct, the banking staff will now need to reinput cleared cheque amounts manually to fill in the gaps missed by the backup restore. That could take many months looking for copies of every missing cheque . And what about the cheques that have bounced ? Somehow they will need to manually fix those entries too.

I have contacted the Financial Ombudsman and made them aware (feel it is my duty to do so in case this is a generic issue affecting many TSB customers).

Doc_N

I think you may be over-reacting, Humbug. Errors happen with all banks from time to time, and so far there's no evidence whatever to suggest that this is anything more than that.

masonic

HUMBUG wrote: »

No, I think its almost certainly a generic problem affecting many customers.

Are you basing this on some sort of evidence, or are you just speculating that because it happened to you it therefore must have happened to others?

Imho, their system has crashed and they've used a backup to restore the cheque credits.

What evidence do you have that their system crashed after your cheque was deposited? Were you told by someone at TSB or are you just guessing?

The backup copy used was not dated early enough so they've lost cheque credits for many customers.

What evidence do you have of this? How do you know so much about TSB's processes and systems?

So I think everyone should be worried because if they've done this before , people will need to check back through their old statements and compare with recent ones to identify if previous cheque credits have now gone missing.

When did they previously delete individual transactions from people's bank statements that were previously visible? It seems like something people would have posted here about if it indeed happened.

The problem with cheap IT developers (which is what TSB used) is they never plan for 'unfriendly scenarios' or have any linked up processes to correct faults.

Who are the IT developers that TSB used and how much do they charge? Do you even know?

In this case, if I am correct, the banking staff will now need to reinput cleared cheque amounts manually to fill in the gaps missed by the backup restore. That could take many months looking for copies of every missing cheque . And what about the cheques that have bounced ? Somehow they will need to manually fix those entries too.

If you are correct...

I have contacted the Financial Ombudsman and made them aware (feel it is my duty to do so in case this is a generic issue affecting many TSB customers).

Then you are wasting the Financial Ombudsman's time. They have no powers to investigate generic issues affecting many TSB customers, even if they weren't the product of an over-active imagination.

eskbanker

https://en.wiktionary.org/wiki/humbug:

humbug

1. (slang) Balderdash!, nonsense!, rubbish!

oldagetraveller

Could there be a problem with the deposited cheque? If so, would it still show in the account?
Did you wait for the cleared balance in the account before issuing the £20k cheque?
I know that a deposited cheque shows in my account more or less immediately, I deposited one last week via mobile app..
The cleared balance didn't reflect that deposit though, until the cheque had been verified and cleared.
Or am I way off the mark?
May I be so bold and repectfully suggest that Humbug's Dad contact TSB by that useful device called a telephone. That would probably reveal a better explanation than random people on t'internet. Presumably it's only the account holder they will speak with?