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    • MSE Megan F
    • By MSE Megan F 31st May 18, 9:46 AM
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    MSE Megan F
    MSE News: New TSB blunder as customers receive apology letters addressed to others
    • #1
    • 31st May 18, 9:46 AM
    MSE News: New TSB blunder as customers receive apology letters addressed to others 31st May 18 at 9:46 AM
    TSB customers have been accidentally sent letters with other customers' names and addresses, MoneySavingExpert can reveal, in the bank's latest blunder since its massive IT meltdown...
    Read the full story:
    'New TSB blunder as customers receive apology letters addressed to others'

    Click reply below to discuss. If you havenít already, join the forum to reply.
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Page 1
    • Merlin139
    • By Merlin139 31st May 18, 9:52 AM
    • 5,596 Posts
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    Merlin139
    • #2
    • 31st May 18, 9:52 AM
    • #2
    • 31st May 18, 9:52 AM
    One of the letters I was sent had only my Surname and Postcode. Another only had the Street and Town on it. No Name or Postcode!

    Standard complaint letter / holding reply. As far as I am aware they were both for me.
    3.975 kWp PV SolarEdge System South Facing 10% Shading Installed 21 May 2014 Located in Mid East Yorkshire.
    • SuiDreams
    • By SuiDreams 31st May 18, 10:05 AM
    • 2,360 Posts
    • 10,475 Thanks
    SuiDreams
    • #3
    • 31st May 18, 10:05 AM
    • #3
    • 31st May 18, 10:05 AM
    Not had any letters about the complaint I submitted, so now wondering does someone else have my letter.
    • Uxb
    • By Uxb 31st May 18, 12:18 PM
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    Uxb
    • #4
    • 31st May 18, 12:18 PM
    • #4
    • 31st May 18, 12:18 PM
    Since from what I read on the web the entire IT transfer disaster was handled by Sabadell in Spain, should instead everyone be moaning at cr*p and useless Sabadell?

    It seems that the entire migration project was run in/from Spain with the UK CEO of the TSB subsidiary being told what was going to happen and then told that everything was migrated OK before he went on the media to say so - when clearly it was not.
    CEO's and "directors" boards of wholly owned subsidaries are more akin to general managers than their title suggests since in practice they do exactly as the remote head office tells them to do.
    It seems blaming TSB UK Ltd for the mess rather misses the chief culprit - though I'm sure it suits the head office quite nicely to have to whole blame heaped on TSB UK rather than have its name in the gutters.
    • PasturesNew
    • By PasturesNew 31st May 18, 12:23 PM
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    PasturesNew
    • #5
    • 31st May 18, 12:23 PM
    • #5
    • 31st May 18, 12:23 PM
    I did the migration from C&G live branch systems on to Lloyds ... it went 100% smoothly.

    I bet whoever did this c0ck up'd get the job over me because "they have a degree"
    • 18cc
    • By 18cc 31st May 18, 3:00 PM
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    18cc
    • #6
    • 31st May 18, 3:00 PM
    • #6
    • 31st May 18, 3:00 PM
    I am surprised it is taking this long to completely fix everything especially as IBM are involved

    lots of bad things are said about IBM but one thing is certain they have some excellent people in their banking sector who should have been able to get to the bottom of this in a reasonable time

    the fact they haven't implies it was a lot worse than we thought
    • Chino
    • By Chino 31st May 18, 3:08 PM
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    Chino
    • #7
    • 31st May 18, 3:08 PM
    • #7
    • 31st May 18, 3:08 PM
    but one thing is certain they have some excellent people in their banking sector who should have been able to get to the bottom of this in a reasonable time
    Originally posted by 18cc
    You really need to provide some evidence of this. Even if it ever was true, it's unlikely to be the case following the repeated redundancy rounds at IBM.
    • Alice Holt
    • By Alice Holt 31st May 18, 4:11 PM
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    Alice Holt
    • #8
    • 31st May 18, 4:11 PM
    • #8
    • 31st May 18, 4:11 PM
    The rather mealy mouthed TSB response was:
    "We are aware that there has been an issue with a recent acknowledgement mailing.
    We are working with our third party supplier to understand the root cause of the error and we'd like to apologise to anyone that may be impacted."

    Just wondering how the use of a " third party supplier" holding sensitive personal data fits with GDPR. I'm presuming it's covered by explicit consent. However GDPR does provide that
    "Consent must be informed
    The data subject must understand what they have consented to
    It must be clear who the data controller is and also who third parties are if they will be relying on the consent"

    I don't recall TSB telling me (the data subject), about my personal data being passed to a third party. Probably covered in the small print though.

    Anyone who knows more about GDPR than me (not difficult) and has a view on this?
    Alice Holt Forest situated some 4 miles south of Farnham forms the most northerly gateway to the South Downs National Park.
    • Mchambers
    • By Mchambers 31st May 18, 5:32 PM
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    Mchambers
    • #9
    • 31st May 18, 5:32 PM
    • #9
    • 31st May 18, 5:32 PM
    Surely TSB have not made yet another error; this time with GDPR
    • sheramber
    • By sheramber 31st May 18, 5:54 PM
    • 7,075 Posts
    • 5,334 Thanks
    sheramber
    I am surprised it is taking this long to completely fix everything especially as IBM are involved

    lots of bad things are said about IBM but one thing is certain they have some excellent people in their banking sector who should have been able to get to the bottom of this in a reasonable time

    the fact they haven't implies it was a lot worse than we thought
    Originally posted by 18cc
    But trying to understand a system developed and mucked up by someone else is not easy. iBM have no knowledge of what Sabadel did or did not do. It's like trying to understand some else's accounting when you don't know anything about it.

    It is easier to start afresh than pick somebody else's system apart.
    • Uxb
    • By Uxb 31st May 18, 6:08 PM
    • 1,306 Posts
    • 1,532 Thanks
    Uxb
    Just wondering how the use of a " third party supplier" holding sensitive personal data fits with GDPR. I'm presuming it's covered by explicit consent. However GDPR does provide that
    "Consent must be informed
    The data subject must understand what they have consented to
    It must be clear who the data controller is and also who third parties are if they will be relying on the consent"
    I don't recall TSB telling me (the data subject), about my personal data being passed to a third party. Probably covered in the small print though.
    Originally posted by Alice Holt
    Well pretty well any large organsiation relies on sub-contracted 3rd party professional communication organisations to send out stuff by post or by email - whether that is banks and other financial groups, utilities large retialers like Tesco's/Sainsbury's and probably even councils and charities....and the rest.
    None of these businesses actually have employed people sending out stuff - so I'd hazard a guess that its is all fully compliant with the dogs dinner that is GDPR.
    • Mchambers
    • By Mchambers 31st May 18, 6:21 PM
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    Mchambers
    Well pretty well any large organsiation relies on sub-contracted 3rd party professional communication organisations to send out stuff by post or by email - whether that is banks and other financial groups, utilities large retialers like Tesco's/Sainsbury's and probably even councils and charities....and the rest.
    None of these businesses actually have employed people sending out stuff - so I'd hazard a guess that its is all fully compliant with the dogs dinner that is GDPR.
    Originally posted by Uxb
    Yes but the addresses must have been supplied by TSB together with people's names. TSB are at fault again not the 3rd-party
    • EachPenny
    • By EachPenny 31st May 18, 7:50 PM
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    EachPenny
    Yes but the addresses must have been supplied by TSB together with people's names. TSB are at fault again not the 3rd-party
    Originally posted by Mchambers
    The reports I've read in the news suggest it is a case (mainly?) of multiple letters in the same envelope. This happens all the time with envelope stuffing production lines, a couple of pages stick together and two letters go into one envelope. Assuming the third-party is responsible for the physical production and posting of the letters then this is not the fault of TSB (unless they have been careless in picking the third-party contractor), but in any event it is not something which seems to be related to the IT migration).

    We are only hearing about it because it is TSB.
    "In the future, everyone will be rich for 15 minutes"
    • Robisere
    • By Robisere 31st May 18, 9:55 PM
    • 2,825 Posts
    • 3,791 Thanks
    Robisere
    We have been lucky in that our account came back online working fine within 10 days, so we had no reason to complain. The account is paperless and the very good branch is 2 miles away, so we have recourse to solving whatever problems arose. The main difficulty was that a Savings account and 2x ISA's matured during the problems and we could not solve that online or in branch for 3 weeks. However, last week we managed to switch both ISA's and restart the other Savings account, at a better rate. We lost a little interest, but decided that any attempt to claim compensation may very well result in more problems, so we didn't bother.


    What surprised me was that TSB may be replacing the 5% interest on the Classic account, but is not giving a decent ISA rate anymore. From a local Building Society branch-only account, I got 2.25%. Ah well, TSB must be recouping losses from somewhere!


    And I hasten to reassure certain posters here that we have no official position at TSB, apart from being account holders.
    I think this job really needs
    a much bigger hammer.
    • stevenhp1987
    • By stevenhp1987 31st May 18, 10:09 PM
    • 886 Posts
    • 706 Thanks
    stevenhp1987
    I am surprised it is taking this long to completely fix everything especially as IBM are involved

    lots of bad things are said about IBM but one thing is certain they have some excellent people in their banking sector who should have been able to get to the bottom of this in a reasonable time

    the fact they haven't implies it was a lot worse than we thought
    Originally posted by 18cc
    I've worked for companies where IBM were part of the contract/tender. In all cases, they were simply part of the deal because of the prestige their name gives to the bid and the company I worked for at the time did all the work, while IBM did nothing.

    I expect the same thing here, IBM win tenders and contracts based on their name, not their quality, and then let other companies do the work.

    Having IBM as part of the solution is probably why it's taking as long as it is.
    Last edited by stevenhp1987; 31-05-2018 at 10:12 PM.
    • Mchambers
    • By Mchambers 31st May 18, 10:19 PM
    • 988 Posts
    • 309 Thanks
    Mchambers
    I've worked for companies where IBM were part of the contract/tender. In all cases, they were simply part of the deal because of the prestige their name gives to the bid and the company I worked for at the time did all the work, while IBM, who sub-contracted to us did nothing.

    I expect the same thing here, IBM win tenders and contracts based on their name, not their quality, and then let other companies do the work. They don't do anything themselves anymore.

    Having IBM as part of the solution is probably why it's taking as long as it is.
    Originally posted by stevenhp1987
    I agree. IBM have two groups. They have their A team, who are very good, and their B team, who are not so good. I suggest that TSB got IBM in more in hope that any genuine expectation. Probably working on Merva as their main SWIFT interface.

    I wonder if they are still using IBM or whether they have been substituted.
    • Shavuot
    • By Shavuot 1st Jun 18, 7:18 AM
    • 125 Posts
    • 38 Thanks
    Shavuot
    All say they've received letters addressed to at least one other customer - in some cases alongside a correctly addressed letter.
    Surely in ALL cases it must also be alongside a correctly addressed letter.

    The letters are sent out in white A5 window envelopes.
    If the letter does not have the correctly addressed letter, the correct address showing in the envelope window, then any error is by the Royal Mail who incorrectly delivered the letter delivered
    • sheramber
    • By sheramber 2nd Jun 18, 12:47 PM
    • 7,075 Posts
    • 5,334 Thanks
    sheramber
    Two letters get folded together , one behind the other.
    One on top showing delivery address,
    Second behind so no details shown through address window.

    Letter delivered to address shown on top letter.

    Royal Mail deliver to the address showing in the window so Royal Mail have not incorrectly delivered anything.
    • Peter6268
    • By Peter6268 2nd Jun 18, 1:24 PM
    • 29 Posts
    • 22 Thanks
    Peter6268
    I have also received a 'holding letter' for another TSB customer, stuffed behind a letter correctly addressed to me.

    The question is, do I forward the letter onto the other customer (with a covering letter) so that she knows that her personal data has been sent to another customer (me)? Otherwise she may not know!

    How do I know that my data hasn't been sent to her or some other person (I have two seperate complaints running with the TSB, but only received one letter addressed to me, so the other 'holding letter' must be somewhere)!

    Not very satisfactory. Oh well, now working on my third complaint!
    • Mchambers
    • By Mchambers 2nd Jun 18, 1:48 PM
    • 988 Posts
    • 309 Thanks
    Mchambers
    I have also received a 'holding letter' for another TSB customer, stuffed behind a letter correctly addressed to me.

    The question is, do I forward the letter onto the other customer (with a covering letter) so that she knows that her personal data has been sent to another customer (me)? Otherwise she may not know!

    How do I know that my data hasn't been sent to her or some other person (I have two seperate complaints running with the TSB, but only received one letter addressed to me, so the other 'holding letter' must be somewhere)!

    Not very satisfactory. Oh well, now working on my third complaint!
    Originally posted by Peter6268
    Speak to the ICO and ask for advice. ICO will not cost you any money, Will not be avalable until Monday.
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