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

gazapc

TSB is not my main bank but do have 2 classic plus accounts for harvesting interest.

Checked and only one of them is showing on my online banking.... Great.

Fortunately, immediate access to the cash is not a concern as long as I get access back eventually. I'm going to wait another day or two and then contact as I can't be bothered to spend hours on hold.

HeyerFan

I only have the Classic Plus to obtain interest so due to the problems haven!!!8217;t attempted to check until today (seemed unfair to other users to try and get in when numbers were restricted). On my first attempt it logged me in but wouldn!!!8217;t show my account. On the second I got in and everything seems OK, eg account balance, standing orders and interest. Doesn!!!8217;t however appear very stable: flickering screen, delays to actions etc. Glad I don!!!8217;t have my main bank account here!

HornetSaver

Just received the following email from TSB:

TSB wrote:

Some important information for our customers. Over the last week TSB customers haven!!!8217;t been receiving the level of banking services that they expect from us and that we should provide.

We are deeply sorry for any difficulty you may have experienced and we are working around the clock to put things right.

As we work to fix things, the status of different services will be changing regularly. To help you get the most up to date information we will be publishing regular status updates on TSB.co.uk and our Facebook page.

We will waive all overdraft fees and interest charges incurred in March and April. We!!!8217;re conscious that the problems our customers have been having accessing their accounts over the last week may have caused them to go overdrawn.

We will help to address this by waiving any overdraft fees and interest charges as well as any returned item fees you may incur during both your March and April billing periods. This will apply whether you are a personal or a business banking customer.

It is important to know that fees like these are debited from your account two months after they!!!8217;ve been incurred. This means fees incurred in March and April would normally be charged in May and June respectively.

For Classic Plus customers, as well as waiving overdraft fees and interest charges incurred in March and April, to show how grateful we are for your loyalty and patience, we are also increasing the interest rate on our Classic Plus account from 3% to 5%. We promise this won!!!8217;t be taken away after a year.

No TSB customer will be left out of pocket.
We are committed to ensuring no TSB customer is left out of pocket because of these issues. We will put in place a process which is as simple as possible to ensure customers are compensated appropriately and we will work with customers to correct adverse impacts on their credit files.

If you have been affected we!!!8217;d encourage you to fill out the complaint form on TSB.co.uk and let us know what has happened so we can put things right as soon as possible.

However, if you are experiencing ongoing difficulties or distress please call our telephone banking service or visit your nearest branch.

Keeping you safe from fraud.
It is a sad fact that fraudsters might try to take advantage of situations like these, so we would like to remind you that guidance on the steps you can take to protect yourself can be found on TSB.co.uk and our Facebook page. And just a reminder, we will never ask our customers for their PIN, username or password.

Finally, we would like to thank our customers for the understanding and patience they continue to show.

And we will continue to work tirelessly to put things right.

For some reason they're waiving charges for March, but not May? Don't get me wrong, March is a nice gesture (I presume the reason behind it is that they can't afford the bad publicity of enforcing charges during the current period, not even if those charges are 100% the account holder's fault and nothing to do with this problem) but May is when people might have incurred charges through no fault of their own.

Goldiegirl

I finally had to attempt to use my TSB online banking.

I funded my TSB accounts with their monthly payment of £500 yesterday, so I wanted to transfer the money out again, and transfer out the monthly interest.

I logged in OK. I transferred money from No 2 Ac to No 1 account. That was fine. I was beginning to feel confident.

Then I tried to do a faster payment out of the account. It was ok until I got to the bit where you put your password in, then I kept getting error messages. In the end I logged out, and tried to have another go, but it told me that the service was not available.

I'll try another time. I already feel annoyed and frustrated, and this isn't even my main account.

beanielou

HornetSaver wrote: »

Just received the following email from TSB:



For some reason they're waiving charges for March, but not May? Don't get me wrong, March is a nice gesture (I presume the reason behind it is that they can't afford the bad publicity of enforcing charges during the current period, not even if those charges are 100% the account holder's fault and nothing to do with this problem) but May is when people might have incurred charges through no fault of their own.

They are waiving March's as they come out today & will be refunded.

I think they will have to waive May's too at some point.

Be_Happy

Working OK today, BUT Log out button has vanished. Anyone tell me where it is?

Afrexplorer

I have tried a couple of times to make a payment from my TSB account, but repeatedly get an error message "getSignCaseByFilter failed and no fallback available" any won't allow me to confirm the payment. How else do I access my account when I'm 10,000 km from home?

where_are_we

I have 2 TSB classic accounts and just use them as savings accounts so I have stayed away until today. Tried to skim this months interest x 2 but after last step of the process on entering password get problem message "ArrayIndexOutOfBonusExceptionExceptionNull" and then I gave up. Has anyone else had this message? Has anyone else been able to move money out?

eskbanker

where_are_we wrote: »

I have 2 TSB classic accounts and just use them as savings accounts so I have stayed away until today. Tried to skim this months interest x 2 but after last step of the process on entering password get problem message "ArrayIndexOutOfBonusExceptionExceptionNull" and then I gave up. Has anyone else had this message? Has anyone else been able to move money out?

I also got this message and the one in the previous post too ("getSignCaseByFilter failed and no fallback available") without being able to see any workaround, but as I was solely trying for skimming purposes too, it's not as critical for me (and you) as for others relying on access to a primary account....

P.S. At the risk of being pedantic, you're presumably using Classic Plus accounts, rather than Classic accounts (which don't pay interest)?

AirlieBird

I would suggest anyone having problems with Internet banking should try the app.
I have not had any problems with the app since early last week and it seems to be much quicker than Internet banking.