Morgage only Customer - TSB App setup

nev632

Hi,

i have a morgage only account with TSB however whenever i try to set there online app up and register to use it i always get errors on there website. so since i set my account up in june 2018 I have called them and tried to get this resolved. I always seem to be stone walled with things like you need to call mortgage's and then they give me a random number. the number they give me does not seem to work. also its different from any of the support numbers from my paperwork or there website. the next theme is they say they will call you back when the right person is avalible, weeks go by and no sign of a call back. so you call back this is the third one and most common reason why I cannot be helped. the online banking system is down and the issue is setting up new customers when it comes back up they will ring back. so I checked there website and all says its working. is anyone else having a similar experience with TSB with a morgage only account all my information is online only however I can access none of it due to errors or people calling me back.
apologies if this is in the wrong thread, just wanted to see if its only me or if there have had a similar bad customer service experience with no access to there details etc...
I have complained a few times and also been put though to complaints as well but I don't seem to get anywhere. ultimately all I want is to be able to use the app and see what is going on etc... (app or online banking same issue with both)

EmaJane88

I am a mortgage only TSB customer too. They advised me (over the phone) to set up the app as I was constantly calling up to check my balance and the app would not work for me either - it wouldn't recognise me as an existing customer. After going back and forth with operators I went in branch and they advised me that it's not possible to have a mortgage balance on the app if you don't have a current account, so basically it won't work for customers like us and I shouldn't have been advised to try to set it up.
The telephone operators seem to be unaware that this is the case but the ladies in branch were adamant so I'd say give up! Unless you want to open a current account with them too, in which case you should see your current account and mortgage balance.

Harvic

Also a TSB mortgage holder, and only account held with TSB. I can access balance on app and website but not a full breakdown of payments/interest etc. I lost access for about 3-4 months over the finance system meltdown, and prior to that could access those details on the statement.

The only other thing I would mention is I complained about the service over meltdown period and lack of information. I'm in a long term fix otherwise I'd have left quite frankly. I recently got the response after 6-9 months (!) and apparently there is still no timeline fix of mortgage system integration. I did get £150 for the trouble, even though I haven't lost any money, so you may want to consider this approach!