TSB - second current account, separate online account - how to merge into the old one? 26 November 2022 at 7:10PM in Budgeting & bank accounts 19 replies 671 views

grumbler

I have TSB current account, plus regular saver, plus some redundant saving accounts.

Was logged in when applying for a second current account, was accepted, but asked to chose a new username and a password. I vaguely remember (not sure) that there was some information that I'd be able to add it to the old online account later.

Received an activation code by post and logged into the new account. However, I cannot see anywhere how I can merge the new online account into the old one.

Any advice before I waste my time on calling them?

Sensory

Being logged in doesn't matter. In my experience, applying online will always trigger the generation of a new online banking profile, and TSB will perform IT "wizardry" and merge your financial accounts.

Or they may not. It depends on their competency. Note that even if they do, your online banking profiles remain active and separate, with quirky unexpected behaviour.

I had an old profile (#1) with just a savings account. After applying for a current account, I then had a second profile (#2). Initially they showed separate accounts, but within a week of activating #2, both profiles showed all accounts. Great...?

When I tried to manage the debit card (controls/freezes etc.) via the app using profile #1, I kept receiving an error akin to "Oops! Something went wrong! Please try again later." I deregistered my phone and set up the app using #2, and card controls worked as expected. Curious, I deregistered and reconfigured the app to #1, and could not manage the card again (oops!).

I applied for another current account for the switch incentive, which lead to profile #3. After several weeks, and to this day, this third profile does not show my other/previous accounts. I guess their wizards broke their wands, but I'm not saying a thing until at least the bonus payment is made. Then again, having separate account listings will probably allow two regular savers.

Changing some personal details (e.g. employment information) on one profile won't propagate changes to other profiles. Some fields may do, but I have a vivid recollection of logging in to all three profiles to apply the same updates.

grumbler

Sensory said:

Being logged in doesn't matter. In my experience, applying online will always trigger the generation of a new online banking profile,

My experience with other banks is is different - Barclays, Nationwide, Halifax, Santander - to name a few.

adindas

grumbler said:

I have TSB current account, plus regular saver, plus some redundant saving accounts.

Was logged in when applying for a second current account, was accepted, but asked to chose a new username and a password. I vaguely remember (not sure) that there was some information that I'd be able to add it to the old online account later.

Received an activation code by post and logged into the new account. However, I cannot see anywhere how I can merge the new online account into the old one.

Any advice before I waste my time on calling them?

In my case they automatically merge it after several days.

Bridlington1

Sensory said:

Being logged in doesn't matter. In my experience, applying online will always trigger the generation of a new online banking profile, and TSB will perform IT "wizardry" and merge your financial accounts.

Or they may not. It depends on their competency. Note that even if they do, your online banking profiles remain active and separate, with quirky unexpected behaviour.

I had an old profile (#1) with just a savings account. After applying for a current account, I then had a second profile (#2). Initially they showed separate accounts, but within a week of activating #2, both profiles showed all accounts. Great...?

When I tried to manage the debit card (controls/freezes etc.) via the app using profile #1, I kept receiving an error akin to "Oops! Something went wrong! Please try again later." I deregistered my phone and set up the app using #2, and card controls worked as expected. Curious, I deregistered and reconfigured the app to #1, and could not manage the card again (oops!).

I applied for another current account for the switch incentive, which lead to profile #3. After several weeks, and to this day, this third profile does not show my other/previous accounts. I guess their wizards broke their wands, but I'm not saying a thing until at least the bonus payment is made. Then again, having separate account listings will probably allow two regular savers.

Changing some personal details (e.g. employment information) on one profile won't propagate changes to other profiles. Some fields may do, but I have a vivid recollection of logging in to all three profiles to apply the same updates.

Some other quirky, unexpected behaviour I've found:

• If you get locked out of one internet banking profile, the others remain unlocked and can carry on using them as normal. 
• If you deregister the app from profile number 1, then reregister it with profile number 2, whenever you are asked to verify a payment from account number 1 it will ask you to confirm it in the app. It will not show in the app until you reinstall the app and sign in with profile number 1. From which point if you are asked to verify a payment from account number 2 it will ask you to confirm it in the app. It will not show in the app until you reinstall the app and sign in with profile number 2 again. 
• TSB in branch and over the phone can't immediately see all of your accounts in one go due to the split profile, unless you have the details to hand, resulting in them not knowing which accounts you currently hold.
• If you have 3 profiles but only two current accounts and a monthly saver, on the first profile you will see all of your accounts, on the second you will see one current account and the monthly saver, on the third you will see the other current account with the monthly saver.

grumbler said:

Sensory said:

Being logged in doesn't matter. In my experience, applying online will always trigger the generation of a new online banking profile,

My experience with other banks is is different - Barclays, Nationwide, Halifax, Santander - to name a few.

I've only found one other bank that does the split profile and that is Sainsbury's bank, but they do seem to be better at merging profiles than TSB.

Personally I don't think it's wizardry that TSB employs with technical things. I reckon there's a gremlin in there somewhere sat at the controls.

k_man

grumbler said:

Sensory said:

Being logged in doesn't matter. In my experience, applying online will always trigger the generation of a new online banking profile,

My experience with other banks is is different - Barclays, Nationwide, Halifax, Santander - to name a few.

Me too, TSB seem to like to do things differently.

My accounts were merged after about 2 weeks, albeit not completely...
I had to contact TSB about an odd Debit Card issue, which seems to be related to the part-merge, whereby all my part-merged accounts show the same card (will post further after a follow up call next week)...
Anyway, while trying to authenticate over the telephone my memorable info was not recognized.

Turns out this is as I have multiple profiles, with my original account present on all of them.

Currently I have 3 logins (2 new from 2x switch accounts, but that's a different story).

Original login, all accounts show, but same DC (from original account) for all 3 accounts.

Login 2, new account 2, and all original, inc. savers, both current show DC from new 2. New 3 not listed.

Login 3, new account 3, and all original, inc. savers, both current show DC from new 3. New 2 not listed.

So if your merge works, you should be fine 😁

wmb194

For the account I opened six weeks or so ago it took almost two weeks for them to merge my profiles. I wasn't planning to call, though. I just used one login on my phone and the other on my tablet.

Sensory

grumbler said:

Sensory said:

Being logged in doesn't matter. In my experience, applying online will always trigger the generation of a new online banking profile,

My experience with other banks is is different - Barclays, Nationwide, Halifax, Santander - to name a few.

Yes, I was talking about TSB (because I have three profiles).

Sensory

adindas said:

grumbler said:

I have TSB current account, plus regular saver, plus some redundant saving accounts.

Was logged in when applying for a second current account, was accepted, but asked to chose a new username and a password. I vaguely remember (not sure) that there was some information that I'd be able to add it to the old online account later.

Received an activation code by post and logged into the new account. However, I cannot see anywhere how I can merge the new online account into the old one.

Any advice before I waste my time on calling them?

In my case they automatically merge it after several days.

Do both logins continue to function or has one been disabled?

Based on the behaviours reported here, TSB systems are woefully inadequate especially if multiple current accounts and debit cards are involved. Thankfully my accounts are just empty donors for the future so I'm not bothered as long as I keep in mind the quirky (buggy) behaviour. The most important thing was to reregister the app for profiles #2 and #3 in order to freeze the debit cards.

Bridlington1 said:

Some other quirky, unexpected behaviour I've found:

• If you have 3 profiles but only two current accounts and a monthly saver, on the first profile you will see all of your accounts, on the second you will see one current account and the monthly saver, on the third you will see the other current account with the monthly saver.

For me, my #1 and #2 show the same account listing:
- (1x current + 1x savings pot) from #2
- (1x easy saver) from #1.

#3 only shows (1x current + 1x savings pot) from #3.

Bridlington1

Sensory said:

adindas said:

grumbler said:

I have TSB current account, plus regular saver, plus some redundant saving accounts.

Was logged in when applying for a second current account, was accepted, but asked to chose a new username and a password. I vaguely remember (not sure) that there was some information that I'd be able to add it to the old online account later.

Received an activation code by post and logged into the new account. However, I cannot see anywhere how I can merge the new online account into the old one.

Any advice before I waste my time on calling them?

In my case they automatically merge it after several days.

Do both logins continue to function or has one been disabled?

Based on the behaviours reported here, TSB systems are woefully inadequate especially if multiple current accounts and debit cards are involved. Thankfully my accounts are just empty donors for the future so I'm not bothered as long as I keep in mind the quirky (buggy) behaviour. The most important thing was to reregister the app for profiles #2 and #3 in order to freeze the debit cards.

Bridlington1 said:

Some other quirky, unexpected behaviour I've found:

• If you have 3 profiles but only two current accounts and a monthly saver, on the first profile you will see all of your accounts, on the second you will see one current account and the monthly saver, on the third you will see the other current account with the monthly saver.

For me, my #1 and #2 show the same account listing:
- (1x current + 1x savings pot) from #2
- (1x easy saver) from #1.

#3 only shows (1x current + 1x savings pot) from #3.

In my case all logins continue to function. I have one profile for an account I switched in March and it is still going strong.

Band7

My latest TSB has been on a separate profile for the last 6 weeks. I don't mind whether they merge the profiles or not - the accounts on my old profiles (I have 4 in total now) were dormant, anyway - and I won't ask them to merge them. My TSB app got re-installed in order to use it with the latest accounts, and if I ever need the old accounts again, I can use online banking to log into them. 

grumbler said:

Sensory said:

Being logged in doesn't matter. In my experience, applying online will always trigger the generation of a new online banking profile,

My experience with other banks is is different - Barclays, Nationwide, Halifax, Santander - to name a few.

I have/had different profiles with Halifax, BOS and Barclays. The Halifax ones got merged after a while, with one of the BOS ones. But I still have one separate BOS one. I also have 2 Barclays ones but am only using one of them.