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

HUMBUG

masonic wrote: »

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?

Answer: No , not speculation , just an understanding of how IT systems work. This is an obvious generic issue , otherwise how else could an 'entry' 2 weeks ago suddenly disappear? They have not loaded enough daily credit backup files. They have also failed to do audit checks and not spotted their own errors.


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?

Answer: No - not a guess , just the most plausible explanation . Why would an IT person go into an individuals account and remove a credit amount? It could be an inside fraud job but I doubt it.


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

Answer: I know enough about IT systems , local and global disaster recovery processes, backups of credits and debit files , bacs systems , etc. I did it for over 24 years.


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.

Answer: It's not easy to spot unless you had a huge credit amount suddenly disappear. You would have to compare a statement 'with the actual entry on it' vs 'a more recent statement' showing a disparity in your expected balance (if you knew what your expected balance should be). You would then have to track back to where the disparity happened to identify what entries have disappeared on some retrospective basis.


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

Answer: Many if not all large establishments are using cheap offshore IT companies with a large turnaround of staff who have few ITIL qualifications . I know because I've worked with these offshore teams and their biggest weakness is 'Testing' (especially user acceptance testing). They habitually write processes for the ideal path and do not plan for the 'unfriendly paths' (which is why they have not spotted their own errors).


If you are correct...


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.

Maybe you are correct , but I've informed them and TSB's CEO. No, I do not have an overactive imagination , just a better idea of how IT systems work. These offshore companies normally have low skilled people, poor 'fit for purpose' processes and dire contingency planning (ie. capacity planning , local and global disaster recovery).

Hopefully that answers all your questions.

Zanderman

HUMBUG wrote: »

Hopefully that answers all your questions.

As you didn't actually answer the questions apart from saying you were guessing, I doubt it does!

masonic

Zanderman wrote: »

As you didn't actually answer the questions apart from saying you were guessing, I doubt it does!

Actually the response was sufficiently revealing. All answers have been obtained through inference

HUMBUG

Actually , it was my overactive imagination because I can now confirm that it might not be an IT problem (so apologies to people who may have had an anxiety attack).

The YBS cheque was deposited at my father's TSB branch by me on the 11th July . I have sent a scanned copy of the stamped receipt to the CEO .

I have given them up to Monday 'close of play' to find out what happened to the cheque and credit £20k to my dads account with immediate effect.

I have also requested £250 compensation plus extra (if my father and I need to get further involved).

Happy days .

HUMBUG

masonic wrote: »

Actually the response was sufficiently revealing. All answers have been obtained through inference

Sometimes inference is all you have when establishment fail so miserably and so consistently. Remember TSB's brand is already mud for their failing IT systems or haven't you noticed?

HUMBUG

Zanderman wrote: »

As you didn't actually answer the questions apart from saying you were guessing, I doubt it does!

Yes best guess considering TSB's previous form with regards IT disasters.

masonic

HUMBUG wrote: »

Sometimes inference is all you have when establishment fail so miserably and so consistently. Remember TSB's brand is already mud for their failing IT systems or haven't you noticed?

I've been heavily critical of TSB in other posts and encouraged several people to fight for compensation over the problems they've had.

But I will never attack a company for something I've assumed they have done, when in fact there are no facts to support my assumption. Still, I'd encourage you to continue to pursue your complaint about the poor service you've received, even if your other accusations are baseless. But I'd avoid jumping to conclusions in your complaint in a similar manner as you have done here, because it can muddy the waters and make your genuine grievance less clear. Not to mention it isn't very nice.

HUMBUG

oldagetraveller wrote: »

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?

It was a Yorkshire Building Society cheque and it now looks like it was never credited into my fathers account . My father is blind, 88 yrs old, so he leaves all financial stuff for me to sort out.

I've sent an email to the CEO and asked him to resolve the issue . I am going to make them pay for any of my wasted time and anxiety caused.

HUMBUG

eskbanker wrote: »

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

I have reported you

HUMBUG

masonic wrote: »

I've been heavily critical of TSB in other posts and encouraged several people to fight for compensation over the problems they've had.

But I will never attack a company for something I've assumed they have done, when in fact there are no facts to support my assumption. Still, I'd encourage you to continue to pursue your complaint about the poor service you've received, even if your other accusations are baseless. But I'd avoid jumping to conclusions in your complaint in a similar manner as you have done here, because it can muddy the waters and make your genuine grievance less clear. Not to mention it isn't very nice.

Point taken but "never be nice" with big institutions when they make serious mistakes or you will get nowhere. I hit them 'hard' if they waste my time and I go straight to the top so that my issue is made a priority for them to fix. And that means automatic compensation for every hour I spend resolving an issue that was caused by them.

But if you want to be nice , feel free to do so.

PS. I'm always nice to them after they have resolved my issue and compensated me. I thank them for taking my issue seriously and give them praise where its due.