Goodbye TSB

nap31

Still unable to access 4 x TSB current accounts since April. Haven't been able to pay out 500 and then pay in 500 into each since then, so it's impossible to satisfy the criteria and get the interest they promise. Two complaints submitted so far, have received letters from them acknowledging problems. Have also received an email that looked genuine but had the wrong bank account number on it. This forum is not allowing me to post the email address it was from as they think I am a spammer. However it began with tsb.co.uk and ended with /donotreply@tsb.co.uk - so the email address is very long instead of the shorter donotreply @ tsb.co.uk When I hovered over the logo a phone number came up with a German country code. But since the email told me to log into my account to read a message, I'm not sure how the fraud would work. Of course, I can't log into my account, so I can't read any messages.

polymaff

nap31 wrote: »

Still unable to access 4 x TSB current accounts since April. Haven't been able to pay out 500 and then pay in 500 into each since then, so it's impossible to satisfy the criteria and get the interest they promise.

Can't you make some progress via telephone banking? Like checking the current balances to see if you've been robbed; after sending the accounts £1 each, confirming the £1s have been received; sending £500 to each and using telephone banking to move the £500s on; even trying to get the original problem sorted - e.g. checking if you've locked yourself out.

Even at the worst of times I found that I could get things done - like shifting the £500s - via telephone banking.

nap31

polymaff wrote: »

Can't you make some progress via telephone banking? Like checking the current balances to see if you've been robbed; after sending the accounts £1 each, confirming the £1s have been received; sending £500 to each and using telephone banking to move the £500s on; even trying to get the original problem sorted - e.g. checking if you've locked yourself out.

Even at the worst of times I found that I could get things done - like shifting the £500s - via telephone banking.

Thanks for your reply, I have checked the balances by telephone banking and they are ok. I haven't got a clue as to how to transfer money that way and I didn't want to trust it with £500 transactions. I'll try with a pound. My partner has exactly the same problem and I see others here can't access their accounts either. So highly unlikely that we have locked ourselves out. Have been using TSB for years with no problems until now.

polymaff

nap31 wrote: »

Thanks for your reply, I have checked the balances by telephone banking and they are ok. I haven't got a clue as to how to transfer money that way and I didn't want to trust it with £500 transactions. I'll try with a pound. My partner has exactly the same problem and I see others here can't access their accounts either. So highly unlikely that we have locked ourselves out. Have been using TSB for years with no problems until now.

That's why I suggested the £1 test first.

Can I sllightly misquote Sherlock Holmes?

"Once you eliminate the impossible, whatever remains, no matter how [STRIKE]improbable[/STRIKE] highly unlikely, must be the truth."

Think laterally.

nap31

If anyone else discovers this please let me know because I am still in absolute shock. I haven't been able to log in since the upgrade. I have just spent some time on the phone with TSB to discover that my User Name was changed without my knowledge. It was changed to a user name I only use with Tesco Bank. My partner's user name was changed to something he has never used before. Both user names comprise our names and year of birth. I know it's unbelievable but it happened. If anyone else has had this happen, please post here or PM me as I would like to take it further but am well aware, if it's only happened to me and my husband, we cannot take this further.

soulsaver

nap31 wrote: »

If anyone else discovers this please let me know because I am still in absolute shock. I haven't been able to log in since the upgrade. I have just spent some time on the phone with TSB to discover that my User Name was changed without my knowledge. It was changed to a user name I only use with Tesco Bank. My partner's user name was changed to something he has never used before. Both user names comprise our names and year of birth. I know it's unbelievable but it happened. If anyone else has had this happen, please post here or PM me as I would like to take it further but am well aware, if it's only happened to me and my husband, we cannot take this further.

You think TSB changed your TSB username to that of your Tesco bank?

And then did the same with your husbands but got it wrong but managed to get his DOB correct?

That's what you think happened?

Personally I'd look closer to home.

polymaff

Difficult to advise further without you compromising yourself - further.

If the funds are there, then it doesn't seem to be fraud but TSB incompetence.

If you learn one thing, it will be not to use / re-use any information in the public domain as, or as part of, any online banking credentials.

e.g. My Mother's Maiden name is: typewriter

Cotta

With TSB failing to respond to any of our complaints and with the eight week period approaching, surely we can't have a situation whereby thousands refer their cases to the ombudsman?

pochisoldi

Cotta wrote: »

With TSB failing to respond to any of our complaints and with the eight week period approaching, surely we can't have a situation whereby thousands refer their cases to the ombudsman?

I can confirm that there is something worse than TSB IT management, and it's TSB's customer services and complaints handling.

TSB seem to be spending most of their time consolidating complaints from individual customers into a single complaint, which they then "park".

The call handler I spoke to today admitted as much, and also let slip that after over 4 weeks, my "complaint" still wasn't assigned to a handler for resolution.

My money is on the complaint going to FOS.

PochiSoldi

Cotta

How long before we can go to the Ombudsman and what can he really do?