Anyone else gets often locked out of their TSB online banking ? 12 November 2022 at 7:00PM in Budgeting & bank accounts 3 replies 290 views

Alex9384

Opened my second TSB current account a month ago, now waiting for the switch bonus to be paid in December.

I got locked out of their online banking in October, after modifying one of my existing standing orders (which eventually wasn't modified).

Today I set up a new savings account with LLoyds and sent £400 to it from the new TSB account. That went through without problems (why would a new payee be suspicious, right?). Then I realised I don't use the old TSB account too often (just 1 mini transaction last month) and I only have £1.50 in it. So I decided to sent £0.50 to my Nationwide account which I have saved in the TSB banking for a few years now. Sending small amount to saved payee with a history of previous transactions is obviously more suspicious for TSB algorithm than newly set up payees receiving hundreds £££. Okay...
So, after submitting this new payment, I was immediately logged out and they were "doing checks". After 20 mins. received SMS that they need me to call them. OK, I spent 30 mins on the phone, going through all security questions, etc. The fraud team lady unlocked my online banking and I told her that I hope I'm not gonna get locked out again just because I'm going to modify the standing order which I wasn't able to do in October. She said that SO and direct debits won't lock me out of my online banking. Well, of course they do... I modified the SO, again, got automatically kicked out of the online banking and locked (A month ago, £1600 went out through that standing order with no problem. Today I changed it to £2000 and also changed the payment reference details, but account number and sort code remained same). Received SMS again saying that they are "doing checks".  Then 20+ mins later another SMS saying, I need to call them, which I haven't done yet.
Second time locked out on the same day. Is this normal? I've never experienced this with any other bank and I regularly send out / in similar payments, I also modify standing orders, etc.
I'm really fed up now. As soon as I get my switch bonus, I will stop using that account and only keep it for future switch. Fraud protection is a good thing but getting locked out of my banking every time, and there is no one single person in their fraud team that can have a look and understand what's going on? If a whole month passed since the first payment and I haven't reported any fraud, why do they suddenly think it might be a fraud, sending money to the same account?


Another questions: Will direct debits go out from a locked online banking?

phillw

I'd make a complaint. The agent told you that changing Standing orders won't lock you out, you changed it and got locked out again.

I'd expect DD to go out, but I would phone and ask them. If they then don't go out. I'd make a separate complaint.

Alex9384

phillw said:

I'd make a complaint. The agent told you that changing Standing orders won't lock you out, you changed it and got locked out again.

I'd expect DD to go out, but I would phone and ask them. If they then don't go out. I'd make a separate complaint.

Their FB team even sent me a link for that.

I forgot to mention I also had to call them to merge my 2 separate online bankings into one.

I don't understand how TSB banking can be so lame, when Lloyds is so great. TSB shared systems with Lloyds and even after they migrated to their own system, it doesn't seem like they actually changed anything. Only this year it got a slightly different look but other than that, everything is same as 8 years ago when I opened the first TSB account.

Alex9384

Do TSB have the thickest fraud team in existence?

This Monday, after being locked out of my account for the 3rd time within a month, I spent 47 minutes waiting on the phone for their fraud team, until someone answered and immediately hung up after 1 second. I was fuming. OK, I decided to call again today...

I just finished my call with their fraud team representative.
I asked to unlock my account which was locked after amending my existing standing order. Went through all the security questions and the account was unlocked.

TSB work this way: When trying to send money, your account is locked and you are kicked out of your online banking, unable to log in anymore. Then you receive this SMS:

"Hello. We've stopped a payment out of your account whilst we do some checks. The payment can't be made until these are complete. We'll text you again in around 20 minutes ..."

Then you receive another SMS, which in my case always stated this:

"Thank you for waiting, but we now need to check a few more things with you. Please call ... "

At this point, all I want to do is get all my money out from that garbage bank.
Since I know how TSB work, I asked the representative during today's phone call to put a note on my account, saying that it's me sending money to my own account with another bank today (t's the account already saved in my TSB banking, switched over from Co-op). They said it's an automated system blocking my account. I said yes, but it's then reviewed by humans, tso they can see the note. I was hoping that when a human reviews the payment and see the note, they will understand it. Well, they don't. Same rubbish SMS asking me to call them, because they obviously are clueless.

What kind of scam can it possibly be if you're sending money to an account in your own name, which is already saved in your banking? Even when I amended my existing standing order before, account details didn't change, only reference and amount. What problem do TSB see in this when they manually review it? Can anyone explain it to me?

Now I'm supposed to call them for the 4th time, hoping someone won't hung up after a hour of ringing them, and go through all the BS questions again...