Is TSB App chat ever available?

Notepad_Phil

Mrs Notepad would like to close her TSB regular saver before the end of this tax year, so reading through the help text it would appear that the easiest way is to use the TSB App and request it via a chat session.

However on doing so, whenever she attempts to start a chat she simply gets the message that it's under testing and that they are limiting use whilst they prepare to launch to everyone.

She's been trying this multiple times over for the last few days from 9am till 10pm without success, so I wondered whether anyone out there knew of the best time to try to do a chat on the App so that she's got a fighting chance of getting through.

Many thanks.

wmb194

Notepad_Phil said:

Mrs Notepad would like to close her TSB regular saver before the end of this tax year, so reading through the help text it would appear that the easiest way is to use the TSB App and request it via a chat session.

However on doing so, whenever she attempts to start a chat she simply gets the message that it's under testing and that they are limiting use whilst they prepare to launch to everyone.

She's been trying this multiple times over for the last few days from 9am till 10pm without success, so I wondered whether anyone out there knew of the best time to try to do a chat on the App so that she's got a fighting chance of getting through.

Many thanks.

IIRC when I used it to close a regular saver it was just a bot so I'd just keep trying periodically. I guess it crashed.

ForumUser7

@notepad_phil - call them - I used the live chat, and discovered the agent never actually put through the closure. I called on a Friday(?), and then it was done by Monday IIRC

Also, N.B. IIRC, The chat agents are only Monday-Friday 9am-5pm

Notepad_Phil

Many thanks to you both. She'd rather not phone them so if she can't get through on the App then she might try out the Online Account Closure Form on https://www.tsb.co.uk/help-and-support/general/close-account/ , though it seems to me that could be a rather convoluted process.

northwalesd

I used chat through the TSB app last week, it was working just fine

PloughmansLunch

Just spam the chat with 'Speak to agent' and you'll normally get transferred after 2 or 3 goes. I find this works with most bank chatbots

northwalesd

Once I'd been through a couple of questions with the chatbot I simply asked if I could chat with a human and was fairly quickly connected.

Notepad_Phil

Mrs Notepad still having zero success in getting onto App Chat with either a chatbot or a real person - and the Online Closure Form looks to be a bust as they want her to have a smartphone to take a photo of her id, which she doesn't have or want to have (the smartphone, not the id), not to mention that by now she doesn't really trust TSB to look after any pictures of her passport.

It sounds from at least some of the above that the chat does seem to be working for them, so maybe it's her tablet that's the problem - though it's on Android 11 so it's not that old.

She'll continue trying the App Chat, but it's likely she'll never open an account with TSB ever again.

ForumUser7

If Mrs Notepad is struggling with the online chat not working, and the online closure form is not a suitable option, she could raise a complaint via the complaint form, and say as part of it that she has been trying to close the account (specify Sort Code and Account Number) - the complaint handler may then be able to action it for her by contacting the relevant team on her behalf.

If she wants it to be sorted before the end of the tax year, she would be best off calling customer support to get it closed, or visiting a branch, as I found the timeframe for closure to be ~3 days. A complaint may not be assigned in time. I know you've mentioned she'd rather not call, but it may be the best option

wmb194

Notepad_Phil said:

Mrs Notepad still having zero success in getting onto App Chat with either a chatbot or a real person - and the Online Closure Form looks to be a bust as they want her to have a smartphone to take a photo of her id, which she doesn't have or want to have (the smartphone, not the id), not to mention that by now she doesn't really trust TSB to look after any pictures of her passport.

It sounds from at least some of the above that the chat does seem to be working for them, so maybe it's her tablet that's the problem - though it's on Android 11 so it's not that old.

She'll continue trying the App Chat, but it's likely she'll never open an account with TSB ever again.

Have tried via various different browsers?

Notepad_Phil

wmb194 said:

Notepad_Phil said:

Mrs Notepad still having zero success in getting onto App Chat with either a chatbot or a real person - and the Online Closure Form looks to be a bust as they want her to have a smartphone to take a photo of her id, which she doesn't have or want to have (the smartphone, not the id), not to mention that by now she doesn't really trust TSB to look after any pictures of her passport.

It sounds from at least some of the above that the chat does seem to be working for them, so maybe it's her tablet that's the problem - though it's on Android 11 so it's not that old.

She'll continue trying the App Chat, but it's likely she'll never open an account with TSB ever again.

Have tried via various different browsers?

Thanks for the thought, but unfortunately the only way to Chat with them is via their App, or at least there doesn't seem to be another way to do it, so no browsers involved