TSB Issue

Cptralls

SnowTiger said:

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.

SnowTiger said:

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.

They have said no as it's a NI driving licence.

blue.peter

If TSB relies so heavily on customers doing things in branch, is it really appropriate for it to accept customers in NI, when there are no branches there? Do they give any warning about this during the application process? If not, this might be a relevant issue to bring up with FOS. It's clearly unreasonable to expect an NI customer to have to trek to Stranraer (or wherever) just to tell them that they've changed their phone number. Customers can't be assumed to hold a passport: there's no legal obligation to do so, and there are plenty of people who don't. I really don't understand TSB's refusal to accept an NI driving licence as an alternative: I know from personal experience that they accept British ones.

Be_Happy

Maybe log in to TSB on the app is different, but I log in on the website and don't need an OTP.  The only time an OTP is required is to set up a new standing order, or payee.
Secondly, you say you are having difficulty accessing money to pay bills, but your post on 18 June in the Savings and Investments board (sorry I can't do links) shows you have 12 bank accounts with a considerable amount of money in them.  OK a few are regular savers that you may not want to withdraw from, but there are several others you could get cash from.

IanManc

Cptralls said:

They have said no as it's a NI driving licence.

Then you should try again in the hope of speaking to someone who knows what they're talking about, because TSB accept for identification purposes a "UK Full Driving Licence".

A full driving licence issued in Northern Ireland is a "UK Full Driving Licence" - the clue is the EU flag with the letters "UK" in the top left hand corner of the photocard.

TSB don't specify that the licences have to be issued in Swansea. You've obviously spoken to some ill informed people who either don't know that Northern Ireland is in the UK or that not all UK driving licences are issued in Wales.  🙄

Cptralls

Be_Happy said:

Maybe log in to TSB on the app is different, but I log in on the website and don't need an OTP.  The only time an OTP is required is to set up a new standing order, or payee.
Secondly, you say you are having difficulty accessing money to pay bills, but your post on 18 June in the Savings and Investments board (sorry I can't do links) shows you have 12 bank accounts with a considerable amount of money in them.  OK a few are regular savers that you may not want to withdraw from, but there are several others you could get cash from.

I made the mistake of closing several of the current accounts down and transferring most to TSB. If I am able to access one of my Regular savers I will be ok.

Cptralls

I think I have got this sorted now, I persisted this morning and go through to a staff member who was able to change my phone number over the phone. It will take 48 hours to take effect and I can then begin to use my account. I indicated that I was disappointed with the customer service and from being locked out of my account for almost one month. However, the staff member advised that the £6 compensation offered previously would more than make up for this. 

Cptralls

I regained access to my account today after one month. I actually got a call from the complaint handler today also. He indicated that "with Covid-19, being unable to access an account for 33 is not unreasonable". He accepted that some of the customer services received were "below standard, being hung up on is not our policy, and being given incorrect information is regrettable". He also said that "it is unfortunate that the previous complaint was closed off without a solution". In summary, he indicated "With a modest holding of £4700 within your account, we cannot consider you to have been adversely affected and the compensation of £6 will more than counter any errors on TSB's side".
I have to be honest, this "courtesy call" was rather pointless. 

blue.peter

So what was the actual loss that you incurred? Was it more than £6? If so, you might have a case to take to FOS. Of course, that'd be more hassle for you. Is it worth it?

And then there's the distress and inconvenience. Does £6 cover that as well? The value of that is very hard indeed to quantify, but the compensation offered doesn't sound much to me in the context of other D&I payments of which I'm aware. Again, though, is it worth pursuing with FOS?

(No, I don't expect you to answer those questions here. They're just for you to think about - if you haven't already done so.)

Cptralls

It was more the hassle than anything else, mortgage coming out of a separate account defaulted so that will need to be sorted and it was very uncomfortable having no access to my money for such a long period of time. However, FOS are unlikely to side with me so £6 is better than nothing. 

Cptralls

Bizarrely out of the blue today TSB has advised their investigation is ongoing.