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  • FIRST POST
    • MSE Callum
    • By MSE Callum 26th Apr 18, 2:59 PM
    • 634Posts
    • 197Thanks
    MSE Callum
    MSE News: TSB starts paying out compensation for online banking outage
    • #1
    • 26th Apr 18, 2:59 PM
    MSE News: TSB starts paying out compensation for online banking outage 26th Apr 18 at 2:59 PM
    A TSB customer who complained to the bank just a couple of hours after its IT meltdown started is thought to be one of the first to be awarded compensation - after being paid £40 this morning...
    Read the full story:
    'TSB starts paying out compensation for online banking outage'

    Click reply below to discuss. If you havenít already, join the forum to reply.
    Read the latest MSE News
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Page 1
    • charlieboycat
    • By charlieboycat 26th Apr 18, 3:25 PM
    • 368 Posts
    • 126 Thanks
    charlieboycat
    • #2
    • 26th Apr 18, 3:25 PM
    • #2
    • 26th Apr 18, 3:25 PM
    Just imagine how many complaints they must be receiving. If they're going to phone every complainant it's no wonder customers can't get through on the phone.
    • aj23
    • By aj23 26th Apr 18, 3:36 PM
    • 1,112 Posts
    • 353 Thanks
    aj23
    • #3
    • 26th Apr 18, 3:36 PM
    • #3
    • 26th Apr 18, 3:36 PM
    People are just going to milk this. What did people do before online banking? Go to branch and pay your credit card with cash, card or cheque; post a cheque, or phone them and pay with a card. Simple.

    Seriously, there is a life outside of online banking. There are still all the other ways of paying.

    Complaining because you can't pay your credit card and get £40? There's no "can't" about it. She could pay it, via post, telephone or branch, but probably left it until the night before it's due so it shows a reliance on credit and not paying it back quickly. And as part of that £40 included £15 to cover interest on the payment due, it shows that she'd left it too late, which is why she was charged interest (not because of the checks, I mean, come one. You only get charged interest for being late).

    And no replies about people being too busy to go to branch, make a phone call or writing a cheque in the post please.
    Last edited by aj23; 26-04-2018 at 3:38 PM.
    • beanielou
    • By beanielou 26th Apr 18, 3:48 PM
    • 68,453 Posts
    • 312,711 Thanks
    beanielou
    • #4
    • 26th Apr 18, 3:48 PM
    • #4
    • 26th Apr 18, 3:48 PM
    It was a different age before internet & mobile banking.
    Lou~ Debt free Wanabe No 55 DF 03/03/14. MFW. 14 months to mortgage freedom.
    **Credit card debt free 30/06/10~**
    **Weight loss 2 stone 11 lbs **

    "A large income is the best recipe for happiness I ever heard of" Jane Austen in Mansfield Park.
    ***Fall down seven times,stand up eight*** ~~Japanese proverb.
    It starts with you, it starts from now. *** It is ok to be me.***
    ***Keep plodding***
    Out of debt, out of danger. ***Be the difference.***
    • HornetSaver
    • By HornetSaver 26th Apr 18, 4:29 PM
    • 3,051 Posts
    • 5,145 Thanks
    HornetSaver
    • #5
    • 26th Apr 18, 4:29 PM
    • #5
    • 26th Apr 18, 4:29 PM
    People are just going to milk this. What did people do before online banking? Go to branch and pay your credit card with cash, card or cheque; post a cheque, or phone them and pay with a card. Simple.

    Seriously, there is a life outside of online banking. There are still all the other ways of paying.

    Complaining because you can't pay your credit card and get £40? There's no "can't" about it. She could pay it, via post, telephone or branch, but probably left it until the night before it's due so it shows a reliance on credit and not paying it back quickly. And as part of that £40 included £15 to cover interest on the payment due, it shows that she'd left it too late, which is why she was charged interest (not because of the checks, I mean, come one. You only get charged interest for being late).

    And no replies about people being too busy to go to branch, make a phone call or writing a cheque in the post please.
    Originally posted by aj23
    I'd accept this rant if she was trying to get money off of the state, or if the company was simply doing business as usual within its T&Cs and within the outage hours advertised. TSB said the systems would be back up and running on Sunday at 6pm, therefore it was perfectly reasonable for her to make plans on the basis of making an online transaction on Sunday evening. Settling for £25 plus the interest cost seems a good deal on both sides, given the time spent by the account holders trying to be put back in the place they had reasonably expected to be in before the issue occurred.

    The above all being true, this is a Moneysaving forum, and as a bit of a money geek I was considering switching my TSB account anyway for a switch bonus, and more strongly considering it this week. But with the interest going back up to 5% that might be a bit hasty.
    I'm standing by my pre-referendum prediction: "Brexit will lead to a recession"

    forums.moneysavingexpert.com/showthread.php?p=70662330
    • Paul_Herring
    • By Paul_Herring 26th Apr 18, 4:31 PM
    • 7,034 Posts
    • 3,732 Thanks
    Paul_Herring
    • #6
    • 26th Apr 18, 4:31 PM
    • #6
    • 26th Apr 18, 4:31 PM
    The £40 was paid into Claire's TSB account just before noon on Thursday.
    .. meanwhile, Claire is still waiting for bank's website to load to make sure it's gone in...

    Conjugating the verb 'to be":
    -o I am humble -o You are attention seeking -o She is Nadine Dorries
    • Robisere
    • By Robisere 26th Apr 18, 4:51 PM
    • 3,015 Posts
    • 4,215 Thanks
    Robisere
    • #7
    • 26th Apr 18, 4:51 PM
    • #7
    • 26th Apr 18, 4:51 PM
    Site is mainly working for me and other family members now. The only small problems appear to be in printing pages outside the actual account. I made a FP and could not print that page, but printed a mini statement instead. No real harm and I am mightily releved: all payments appear to have restarted correctly.

    It's been emotional....
    I think this job really needs
    a much bigger hammer.
    • Mchambers
    • By Mchambers 26th Apr 18, 4:57 PM
    • 988 Posts
    • 309 Thanks
    Mchambers
    • #8
    • 26th Apr 18, 4:57 PM
    • #8
    • 26th Apr 18, 4:57 PM
    Please remember that TSB will be making a big announcement when it has been fixed and is all up and working. I am not touching online banking until I see this announcement. It will mean more compensation money for me as well.
    • HornetSaver
    • By HornetSaver 26th Apr 18, 5:10 PM
    • 3,051 Posts
    • 5,145 Thanks
    HornetSaver
    • #9
    • 26th Apr 18, 5:10 PM
    • #9
    • 26th Apr 18, 5:10 PM
    Please remember that TSB will be making a big announcement when it has been fixed and is all up and working. I am not touching online banking until I see this announcement. It will mean more compensation money for me as well.
    Originally posted by Mchambers
    I take a pretty relaxed approach to it, given all the furore I think they might give something to everyone in which case I'll get something, and if not my interest has gone up so as long as my account hasn't been compromised I'm up. I'm not going to actively apply for compensation because I've suffered some inconvenience but no loss.

    That said, if you're explicitly after compensation for inconvenience caused and intend to apply for it, making no attempt to use the account seems an odd way of going about it.
    I'm standing by my pre-referendum prediction: "Brexit will lead to a recession"

    forums.moneysavingexpert.com/showthread.php?p=70662330
    • aj23
    • By aj23 26th Apr 18, 5:29 PM
    • 1,112 Posts
    • 353 Thanks
    aj23
    I'd accept this rant if she was trying to get money off of the state, or if the company was simply doing business as usual within its T&Cs and within the outage hours advertised. TSB said the systems would be back up and running on Sunday at 6pm, therefore it was perfectly reasonable for her to make plans on the basis of making an online transaction on Sunday evening. Settling for £25 plus the interest cost seems a good deal on both sides, given the time spent by the account holders trying to be put back in the place they had reasonably expected to be in before the issue occurred.

    The above all being true, this is a Moneysaving forum, and as a bit of a money geek I was considering switching my TSB account anyway for a switch bonus, and more strongly considering it this week. But with the interest going back up to 5% that might be a bit hasty.
    Originally posted by HornetSaver
    But that's technology isn't it. If you're going to rely on online banking and deliberately not using other methods which are just as good (and in this case better) then you have accept that something can go wrong even when they say it will be back up and running. This isn't the flicking of a light switch we are talking about here.

    I wasn't asking you to accept or dent my comment, or rant as you call it. I could care less. I'm just pointing out fact. Not TSB's fault it made her late for her credit card payment when she'd had nearly a month to pay by multiple payment options, even if it wasn't up and running when they said it would be. Maybe she should be more prompt and savvy.
    • WillPS
    • By WillPS 26th Apr 18, 5:31 PM
    • 338 Posts
    • 167 Thanks
    WillPS
    I take a pretty relaxed approach to it, given all the furore I think they might give something to everyone in which case I'll get something, and if not my interest has gone up so as long as my account hasn't been compromised I'm up. I'm not going to actively apply for compensation because I've suffered some inconvenience but no loss.

    That said, if you're explicitly after compensation for inconvenience caused and intend to apply for it, making no attempt to use the account seems an odd way of going about it.
    Originally posted by HornetSaver
    Mchambers is being opportunistic by choosing to hear a comment intended to assure that they'll make an announcement when everything is back to normal as being an instruction to not bother even trying to use the account until further instructed.

    I'm not really too sure it'll mean they end up with a higher pay-out than whatever goodwill standard they decide upon. It's not like there is a formula for working out such payments which relates to the length of the outage.
    • Herbalus
    • By Herbalus 26th Apr 18, 5:44 PM
    • 2,378 Posts
    • 2,085 Thanks
    Herbalus
    Mchambers is being opportunistic by choosing to hear a comment intended to assure that they'll make an announcement when everything is back to normal as being an instruction to not bother even trying to use the account until further instructed.

    I'm not really too sure it'll mean they end up with a higher pay-out than whatever goodwill standard they decide upon. It's not like there is a formula for working out such payments which relates to the length of the outage.
    Originally posted by WillPS
    I think you will find that MChambers should just be ignored as every single one of their posts is about complaining and getting compensation.
    • teddysmum
    • By teddysmum 26th Apr 18, 5:56 PM
    • 9,183 Posts
    • 5,470 Thanks
    teddysmum
    I think the compensation, which nearly everyone would get, is the 5% interest rate and any provable loss. They also announced that there would be no interest charges made for April.
    • MABLE
    • By MABLE 26th Apr 18, 6:03 PM
    • 3,916 Posts
    • 2,059 Thanks
    MABLE
    I can now log in via my app but even though I have never changed my memorable information it still will not allow me access via my computer. Also when I go for reset I am presented with old contact numbers. I have now registered my new contact details but will need to wait until tomorrow before I can reset anything.
    • Caddyman
    • By Caddyman 26th Apr 18, 7:04 PM
    • 341 Posts
    • 218 Thanks
    Caddyman
    This fiasco has just given me the perfect excuse to switch banks again. I'll have been with TSB a year in June. I got my £130 for switching and £5 a month for having the necessary direct debits being paid out, so the account served its purpose for a fast buck.

    I won't be claiming compo as I personally haven't been affected by what has happened, unless of course my pension doesn't get paid into my account tomorrow, then the gloves will be off lol!
    • Mchambers
    • By Mchambers 26th Apr 18, 7:04 PM
    • 988 Posts
    • 309 Thanks
    Mchambers
    I can now log in via my app but even though I have never changed my memorable information it still will not allow me access via my computer. Also when I go for reset I am presented with old contact numbers. I have now registered my new contact details but will need to wait until tomorrow before I can reset anything.
    Originally posted by MABLE
    Complain and ask for compensation.
    • Hattie625
    • By Hattie625 26th Apr 18, 7:28 PM
    • 905 Posts
    • 786 Thanks
    Hattie625
    But that's technology isn't it. If you're going to rely on online banking and deliberately not using other methods which are just as good (and in this case better) then you have accept that something can go wrong even when they say it will be back up and running. This isn't the flicking of a light switch we are talking about here.

    I wasn't asking you to accept or dent my comment, or rant as you call it. I could care less. I'm just pointing out fact. Not TSB's fault it made her late for her credit card payment when she'd had nearly a month to pay by multiple payment options, even if it wasn't up and running when they said it would be. Maybe she should be more prompt and savvy.
    Originally posted by aj23
    Is this an Americanism? Surely the phrase is "I couldn't care less", which at least makes sense in the context.
    • ValiantSon
    • By ValiantSon 26th Apr 18, 8:07 PM
    • 2,526 Posts
    • 2,549 Thanks
    ValiantSon
    People are just going to milk this. What did people do before online banking? Go to branch and pay your credit card with cash, card or cheque; post a cheque, or phone them and pay with a card. Simple.

    Seriously, there is a life outside of online banking. There are still all the other ways of paying.

    Complaining because you can't pay your credit card and get £40? There's no "can't" about it. She could pay it, via post, telephone or branch, but probably left it until the night before it's due so it shows a reliance on credit and not paying it back quickly. And as part of that £40 included £15 to cover interest on the payment due, it shows that she'd left it too late, which is why she was charged interest (not because of the checks, I mean, come one. You only get charged interest for being late).

    And no replies about people being too busy to go to branch, make a phone call or writing a cheque in the post please.
    Originally posted by aj23
    We don't often agree, and I still advocate people making appropriate use of internet banking, but in principle I wholly agree with the sentiment that a lot this "compensation" is ridiculous and that people are milking it for all they can. I find the whole practise disgusting, and am appalled at MSE for encouraging people to do it. Shame on them.
    • Ashen
    • By Ashen 26th Apr 18, 8:37 PM
    • 539 Posts
    • 421 Thanks
    Ashen
    People are just going to milk this. What did people do before online banking? Go to branch and pay your credit card with cash, card or cheque; post a cheque, or phone them and pay with a card. Simple.

    Seriously, there is a life outside of online banking. There are still all the other ways of paying.

    Complaining because you can't pay your credit card and get £40? There's no "can't" about it. She could pay it, via post, telephone or branch, but probably left it until the night before it's due so it shows a reliance on credit and not paying it back quickly. And as part of that £40 included £15 to cover interest on the payment due, it shows that she'd left it too late, which is why she was charged interest (not because of the checks, I mean, come one. You only get charged interest for being late).

    And no replies about people being too busy to go to branch, make a phone call or writing a cheque in the post please.
    Originally posted by aj23
    Whereas I agree people are going to milk it - and pretty much shame on MSE for encouraging it for those who aren't affected - in this particular example, nothing should detract from the fact that she is actually perfectly entitled to leave it to the night before, by her usual payment method, and this problem prevented her from doing so. Incidentally, since she couldn't make an online payment on the Friday or the Saturday either, with the expectation that services would be restored on the Sunday, your 'night before' becomes a possible 3 days before.

    And the way you put "shows a reliance on credit" and "not paying it back quickly", seemingly as if you're judging her, doesn't quite sit right considering it is absolutely irrelevant.
    • Mchambers
    • By Mchambers 26th Apr 18, 8:45 PM
    • 988 Posts
    • 309 Thanks
    Mchambers
    We don't often agree, and I still advocate people making appropriate use of internet banking, but in principle I wholly agree with the sentiment that a lot this "compensation" is ridiculous and that people are milking it for all they can. I find the whole practise disgusting, and am appalled at MSE for encouraging people to do it. Shame on them.
    Originally posted by ValiantSon
    MSE are not wrong. TSB are wrong by not managing an IT upgrade properly and deserved to be punished.
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