TSB Issue

Cptralls

Hi All,

I have a TSB account, however, I recently changed my phone number, and due to enhancing security on my account TSB required that one-time security code be entered which must be sent to my mobile. However, this didn't work for me as I no longer have this number so I called up to change my mobile number, however, after getting through to an agent they advised I could only change the number at my local branch. I live in Northern Ireland and there are no branches here, when I advised the agent of this they hung up. I sent in a complaint, TSB got back to me and apologised for the bad customer service, paid me £6 in compensation, and said that if I wanted to change my phone number to email them a selfie of myself holding a passport and then closed off the complaint via email. I emailed them back to advise I don't have a passport and one week later they have not responded. Furthermore, I have been locked out of my account for over 2 weeks and I cannot access my money to pay some bills and I am getting very concerned. What can I do?

Thanks in advance

sheramber

What branch is your account registered with?
Can you contact them direct and see if they can help you?

blue.peter

If you're not happy with TSB's response to your complaint, you could pursue it with the Financial Ombudsman Service. There are a few hoops to jump through first, but you've already made a start on that. If TSB has said that their response is final, you can go to FOS immediately. I'm afraid that this won't be a quick process, but it ought to get a sensible result eventually.

But your best bet is to push it as far as you can with TSB first.

Cptralls

blue.peter said:

If you're not happy with TSB's response to your complaint, you could pursue it with the Financial Ombudsman Service. There are a few hoops to jump through first, but you've already made a start on that. If TSB has said that their response is final, you can go to FOS immediately. I'm afraid that this won't be a quick process, but it ought to get a sensible result eventually.

But your best bet is to push it as far as you can with TSB first.

For security reasons TSB have just confirmed that this is their final response. I will initiate FOS now but from what I understand it could be three months, this has made things very difficult.

ischris85

I believe when log in into TSB you dont necessarily need a OTP. You can click "dont have access to mobile" and then call for a code.

blue.peter

Cptralls said:

For security reasons TSB have just confirmed that this is their final response. I will initiate FOS now but from what I understand it could be three months, this has made things very difficult.

Yes, I'm sure it has. For what it's worth, you have my sympathy.

I'd suggest that you point this out to FOS in your complaint. Explain exactly what effect the timing of the situation has on you (in monetary terms), and they should take it into account in their determination.

There is another possible alternative, but I don't know what you'll think of it. You could open an account with another bank and use the switch service to transfer all your income, direct debits and outstanding balance with TSB to it. If you use the current account switch service, this'll only take a week. You initiate the switch with your chosen new bank, and don't need any contact with TSB.

There's no reason why you shouldn't do both of these in parallel. You still have a complaint against TSB, but can argue that their failure to allow you to access your account effectively forced you to switch to a different bank.

Since switching to another bank might reduce the effect of TSB's actions on you, you should be prepared to explain to FOS why you haven't done this if you choose not to.

eskbanker

Cptralls said:

blue.peter said:

If you're not happy with TSB's response to your complaint, you could pursue it with the Financial Ombudsman Service. There are a few hoops to jump through first, but you've already made a start on that. If TSB has said that their response is final, you can go to FOS immediately. I'm afraid that this won't be a quick process, but it ought to get a sensible result eventually.

But your best bet is to push it as far as you can with TSB first.

For security reasons TSB have just confirmed that this is their final response. I will initiate FOS now but from what I understand it could be three months, this has made things very difficult.

I fear you may be in for some disappointment from FOS, who do indeed say:

Generally, though, we can resolve most complaints within three months of a case handler getting in touch with you

However, https://www.financial-ombudsman.org.uk/consumers/expect/how-long-it-takes clarifies that there is first a delay before getting it in front of a case handler:

At busy times, it can take around 4 months for us to allocate your case to a case handler for assessment

If you're looking for resolution before spring 2021, make sure you emphasise the urgency if this is effectively cutting off access to all of your money:

When you get in touch with us about your complaint, let us know if your situation is urgent – for example, if you’re seriously ill or in financial difficulty

Also worth considering the wisdom of relying on a high street bank that doesn't have any branches anywhere near you, to avoid similar issues in future - many of us do have accounts with institutions not represented locally but without depending on them as primary facilities.  Having multiple current accounts is generally a good idea anyway, but you might look at using one of the online-only players, or one with a branch near you.

Cptralls

eskbanker said:

Cptralls said:

blue.peter said:

If you're not happy with TSB's response to your complaint, you could pursue it with the Financial Ombudsman Service. There are a few hoops to jump through first, but you've already made a start on that. If TSB has said that their response is final, you can go to FOS immediately. I'm afraid that this won't be a quick process, but it ought to get a sensible result eventually.

But your best bet is to push it as far as you can with TSB first.

For security reasons TSB have just confirmed that this is their final response. I will initiate FOS now but from what I understand it could be three months, this has made things very difficult.

I fear you may be in for some disappointment from FOS, who do indeed say:

Generally, though, we can resolve most complaints within three months of a case handler getting in touch with you

However, https://www.financial-ombudsman.org.uk/consumers/expect/how-long-it-takes clarifies that there is first a delay before getting it in front of a case handler:

At busy times, it can take around 4 months for us to allocate your case to a case handler for assessment

If you're looking for resolution before spring 2021, make sure you emphasise the urgency if this is effectively cutting off access to all of your money:

When you get in touch with us about your complaint, let us know if your situation is urgent – for example, if you’re seriously ill or in financial difficulty

Also worth considering the wisdom of relying on a high street bank that doesn't have any branches anywhere near you, to avoid similar issues in future - many of us do have accounts with institutions not represented locally but without depending on them as primary facilities.  Having multiple current accounts is generally a good idea anyway, but you might look at using one of the online-only players, or one with a branch near you.

Definitely a mistake having this as my main account, unfortunately, however, I didn't think there would be any issues that could not be resolved over the phone.

[Deleted User]

Open a new current account with a NI bank or a UK wide bank with NI branches.

notveryeducated

With TSB you have to do a lot in branch compared to other banks, I would simply do what dahj has suggested above and switch your TSB account to a UK bank with branches in NI or an NI bank. 

SnowTiger

Cptralls said:

I have a TSB account, however, I recently changed my phone number, and due to enhancing security on my account TSB required that one-time security code be entered which must be sent to my mobile. However, this didn't work for me as I no longer have this number so I called up to change my mobile number, however, after getting through to an agent they advised I could only change the number at my local branch. I live in Northern Ireland and there are no branches here, when I advised the agent of this they hung up. I sent in a complaint, TSB got back to me and apologised for the bad customer service, paid me £6 in compensation, and said that if I wanted to change my phone number to email them a selfie of myself holding a passport and then closed off the complaint via email. I emailed them back to advise I don't have a passport and one week later they have not responded. Furthermore, I have been locked out of my account for over 2 weeks and I cannot access my money to pay some bills and I am getting very concerned. What can I do?

Do you have a driving licence?  If so, would TSB accept a photo of you holding it to verify you're you?

I guess the only other solution would be to open an alternative account, as already suggested, preferably with a bank that has branches in Northern Ireland and switch to it.