Scam or TSB incompetence?

grumpy_codger

TSB-Confidential

$Update Identification <UpdateIdentification@tsb.co.uk> 

to *****@****

We want you to recognise a fraudulent email if you receive one. TSB will always greet you personally with your name and quote either the last four digits of your account number or the last three characters of your postcode: ${postcode}. Find Out More 

Your current account application
Customer ID: 012345678-90
Dear **** *****,
Thanks for applying for a TSB current account.
We need you to complete some identification checks so we know it’s really you. We need you to do this within the next 30 days, otherwise we’ll have to decline your application (or close your account, if it has already been opened).

If you have a smartphone, you can easily do this by following this link:
https://TSBRetailBanking-Prod.web.emea-1.jumio.ai/web/client?baseUrl=https... [edited]

You'll need a valid ID (Passport, UK Full Driving Licence, or EU/EEA Driving Licence) and be ready to take a selfie. To verify your identity, we use Jumio, a data processor. We use your photo to match and verify your ID, but we capture and store the whole screen.

1. I didn't apply for a current account, but I did apply for a new monthly saver recently.

2. I don't see any promised three characters of my postcode or the last four digits of my account number.

3. I have no idea about my "Customer ID". I did check my online account and cannot see anything like this there.

mta999

it is unlikely you will have a customer id of 01234567890

grumpy_codger

mta999 said:

it is unlikely you will have a customer id of 01234567890

I edited it, but kept the original format.

Eyeful

This August, there have been a number of scam emails supposedly coming from TSB. 
Also TSB has sent warnings to their customers about it.

This could be one of those scam emails and from what you post, is likely to be a scam.
Do not click on any links in the email.

Only use contact details for TSB that you know are correct.
Use that contact information to get in touch with the TSB and ask them if they sent it to you and point out the information in this email that is either missing or incorrect.

jackieblack

“ If you get a letter about this but didn't set it up, then it could be an early warning sign for fraud. Scammers can use fake emails to look like your bank, for example, 'alerts@tsb.com'. It can be hard to spot, but a genuine TSB email will always come from @tsb.co.uk.”

https://www.tsb.co.uk/fraud-prevention-centre/how-to-recognise-fraud.html#email

“ Think it’s a fake email?

Don’t reply or click on anything – forward the details to emailscams@tsb.co.uk and we’ll take it from there.”

grumpy_codger

Yes, forwarded it straight away - I though it was the right thing to do in either case, but still had some doubts.

grumpy_codger

jackieblack said:

“....a genuine TSB email will always come from @tsb.co.uk.”

Well, I see 

@communications.tsb.co.uk

@myrewards.tsb.co.uk

@e-mail.tsb.co.uk

TSB Bank plc via Adobe Acrobat Sign <adobesign@adobesign.com>  

- that isn't exactly @tsb.co.uk

And,  interestingly, I found a similar e-mail from tsbpca-digref@tsb.co.uk few years ago:

We want you to recognise a fraudulent email if you receive one. TSB will always greet you personally with your name and quote either the last four digits of your account number or the last three characters of your postcode: ${postcode}

- although that time they did ask to use their mobile app "to take a selfie and scan a full and current UK/EU Passport or full and current UK/EU Photocard Driving licence "

grumpy_codger

Unexpected development of the story... Those who thought it was scam (myself included) were wrong.

It's utter incompetence after all, as simple as that. 

My wife applied for the monthly saver and received the identical e-mail next day.

Of course there can be other, more sophisticated explanations, but Occam's razor springs to mind.

oldagetraveller1

 I opened a TSB Current Account to switch, for their "reward", using the switching service. I received confirmation, debit card, PIN etc. by e-mail and post and could access the account online and using their app..

Soon after I received an e-mail advising they required identity proof, proof of address etc.. If I didn't provide those within 7 days the account opening would be cancelled.

I phoned and the rep. confirmed the account was open, running, accessible and no issues were being flagged up. He couldn't understand why I had received the e-mail. It was addressed personally (by name) and I can't remember if it contained part of my postcode.

I didn't follow through with the e-mailed request and switched the account back out. Yes, I lost the switching bonus, but if they are that incompetent it's not worth the hassle.

About 10 days after the account switched I did receive a further e-mail to advise the account opening couldn't be completed. Really? It was already opened and closed .

Left hand and right hand spring to mind, not knowing what the other is doing.

grumpy_codger

oldagetraveller1 said:

...

Left hand and right hand spring to mind, not knowing what the other is doing.

My thoughts exactly - given that my wife needed a Teams video call to open the account, the invitation e-mail said that two proofs of ID and address were needed, but the advisor didn't ask to show/upload them.

smudge2006

oldagetraveller1 said:

 I opened a TSB Current Account to switch, for their "reward", using the switching service. I received confirmation, debit card, PIN etc. by e-mail and post and could access the account online and using their app..

Soon after I received an e-mail advising they required identity proof, proof of address etc.. If I didn't provide those within 7 days the account opening would be cancelled.

I phoned and the rep. confirmed the account was open, running, accessible and no issues were being flagged up. He couldn't understand why I had received the e-mail. It was addressed personally (by name) and I can't remember if it contained part of my postcode.

I didn't follow through with the e-mailed request and switched the account back out. Yes, I lost the switching bonus, but if they are that incompetent it's not worth the hassle.

About 10 days after the account switched I did receive a further e-mail to advise the account opening couldn't be completed. Really? It was already opened and closed .

Left hand and right hand spring to mind, not knowing what the other is doing.

Why is this incompetence? There are security checks when opening an account - you obviously passed these. Occasionally they will then ask for further ID as part of their fraud checks. This is what happened here. You just flounced off to another bank and lost your bonus for no reason.