MSE News: TSB starts paying out compensation for online banking outage 26 April 2018 at 2:59PM in Budgeting & bank accounts 90 replies 13.6K views

Former_MSE_Callum

A TSB customer who complained to the bank just a couple of hours after its IT meltdown started is thought to be one of the first to be awarded compensation - after being paid £40 this morning...

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'TSB starts paying out compensation for online banking outage'

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charlieboycat

Just imagine how many complaints they must be receiving. If they're going to phone every complainant it's no wonder customers can't get through on the phone.

aj23_2

People are just going to milk this. What did people do before online banking? Go to branch and pay your credit card with cash, card or cheque; post a cheque, or phone them and pay with a card. Simple.

Seriously, there is a life outside of online banking. There are still all the other ways of paying.

Complaining because you can't pay your credit card and get £40? There's no "can't" about it. She could pay it, via post, telephone or branch, but probably left it until the night before it's due so it shows a reliance on credit and not paying it back quickly. And as part of that £40 included £15 to cover interest on the payment due, it shows that she'd left it too late, which is why she was charged interest (not because of the checks, I mean, come one. You only get charged interest for being late).

And no replies about people being too busy to go to branch, make a phone call or writing a cheque in the post please.

beanielou

It was a different age before internet & mobile banking.

HornetSaver

aj23 wrote: »

People are just going to milk this. What did people do before online banking? Go to branch and pay your credit card with cash, card or cheque; post a cheque, or phone them and pay with a card. Simple.

Seriously, there is a life outside of online banking. There are still all the other ways of paying.

Complaining because you can't pay your credit card and get £40? There's no "can't" about it. She could pay it, via post, telephone or branch, but probably left it until the night before it's due so it shows a reliance on credit and not paying it back quickly. And as part of that £40 included £15 to cover interest on the payment due, it shows that she'd left it too late, which is why she was charged interest (not because of the checks, I mean, come one. You only get charged interest for being late).

And no replies about people being too busy to go to branch, make a phone call or writing a cheque in the post please.

I'd accept this rant if she was trying to get money off of the state, or if the company was simply doing business as usual within its T&Cs and within the outage hours advertised. TSB said the systems would be back up and running on Sunday at 6pm, therefore it was perfectly reasonable for her to make plans on the basis of making an online transaction on Sunday evening. Settling for £25 plus the interest cost seems a good deal on both sides, given the time spent by the account holders trying to be put back in the place they had reasonably expected to be in before the issue occurred.

The above all being true, this is a Moneysaving forum, and as a bit of a money geek I was considering switching my TSB account anyway for a switch bonus, and more strongly considering it this week. But with the interest going back up to 5% that might be a bit hasty.

Paul_Herring

The £40 was paid into Claire's TSB account just before noon on Thursday.

.. meanwhile, Claire is still waiting for bank's website to load to make sure it's gone in...

Robisere

Site is mainly working for me and other family members now. The only small problems appear to be in printing pages outside the actual account. I made a FP and could not print that page, but printed a mini statement instead. No real harm and I am mightily releved: all payments appear to have restarted correctly.

It's been emotional....

Mchambers

Please remember that TSB will be making a big announcement when it has been fixed and is all up and working. I am not touching online banking until I see this announcement. It will mean more compensation money for me as well.

HornetSaver

Mchambers wrote: »

Please remember that TSB will be making a big announcement when it has been fixed and is all up and working. I am not touching online banking until I see this announcement. It will mean more compensation money for me as well.

I take a pretty relaxed approach to it, given all the furore I think they might give something to everyone in which case I'll get something, and if not my interest has gone up so as long as my account hasn't been compromised I'm up. I'm not going to actively apply for compensation because I've suffered some inconvenience but no loss.

That said, if you're explicitly after compensation for inconvenience caused and intend to apply for it, making no attempt to use the account seems an odd way of going about it.

aj23_2

HornetSaver wrote: »

I'd accept this rant if she was trying to get money off of the state, or if the company was simply doing business as usual within its T&Cs and within the outage hours advertised. TSB said the systems would be back up and running on Sunday at 6pm, therefore it was perfectly reasonable for her to make plans on the basis of making an online transaction on Sunday evening. Settling for £25 plus the interest cost seems a good deal on both sides, given the time spent by the account holders trying to be put back in the place they had reasonably expected to be in before the issue occurred.

The above all being true, this is a Moneysaving forum, and as a bit of a money geek I was considering switching my TSB account anyway for a switch bonus, and more strongly considering it this week. But with the interest going back up to 5% that might be a bit hasty.

But that's technology isn't it. If you're going to rely on online banking and deliberately not using other methods which are just as good (and in this case better) then you have accept that something can go wrong even when they say it will be back up and running. This isn't the flicking of a light switch we are talking about here.

I wasn't asking you to accept or dent my comment, or rant as you call it. I could care less. I'm just pointing out fact. Not TSB's fault it made her late for her credit card payment when she'd had nearly a month to pay by multiple payment options, even if it wasn't up and running when they said it would be. Maybe she should be more prompt and savvy.

WillPS

HornetSaver wrote: »

I take a pretty relaxed approach to it, given all the furore I think they might give something to everyone in which case I'll get something, and if not my interest has gone up so as long as my account hasn't been compromised I'm up. I'm not going to actively apply for compensation because I've suffered some inconvenience but no loss.

That said, if you're explicitly after compensation for inconvenience caused and intend to apply for it, making no attempt to use the account seems an odd way of going about it.

Mchambers is being opportunistic by choosing to hear a comment intended to assure that they'll make an announcement when everything is back to normal as being an instruction to not bother even trying to use the account until further instructed.

I'm not really too sure it'll mean they end up with a higher pay-out than whatever goodwill standard they decide upon. It's not like there is a formula for working out such payments which relates to the length of the outage.