MSE News: TSB cancels direct debits of customers who've switched away - and claims they've DIED

Former_MSE_Callum · 24 May 2018 at 3:40PM

TSB has apologised after it apparently cancelled former customers' direct debits and mistakenly told the firms they were paying that they had died, MoneySavingExpert can reveal...

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'TSB cancels direct debits of customers who've switched away - and claims they've DIED'

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Browntoa · 24 May 2018 at 3:41PM

Just when you thought it couldn't get any worse

Mchambers · 24 May 2018 at 3:56PM

TSB are total rubbish !! I am still refusing to attempt to login to online banking until they sort out the garbage and confirm everything is fixed and working.

I feed really sorry for the staff taking phone calls from customers. It must be an awful situation for them hearing people complaining.

The good thing is that they have still to respond with a final response to my complaints. If the offer is not sufficient, I will be going to the FOS.

wizzywig27 · 24 May 2018 at 4:00PM

I think this is a new low for them. Maybe the end?

20aday · 24 May 2018 at 4:30PM

I honestly don't know how TSB will ever recover from their never-ending disasters.

HornetSaver · 24 May 2018 at 4:41PM

TSB are in such a mess that I'm starting to take the view that 5% interest isn't enough to retain my custom. But switching at the current time would actually be a bigger risk.

stevenhp1987 · 24 May 2018 at 4:45PM

I'm surprised there hasn't been a Northern Rock style run at TSB yet...

Hazzanet · 24 May 2018 at 5:14PM

For 13 months after you've switched, your new provider will arrange for payments accidentally made to your old account, or taken from your old account, to be automatically redirected to your new account. It will also contact the sender and give it your new account details.

Error in the article - it's 36 months.

EachPenny · 24 May 2018 at 5:26PM

wizzywig27 wrote: »

I think this is a new low for them. Maybe the end?

20aday wrote: »

I honestly don't know how TSB will ever recover from their never-ending disasters.

This particular problem is affecting ex-customers who've switched away already.

If they are customers who have already gone it isn't going to affect TSB much (you can't switch your account away twice) and for people thinking of switching away it might serve as a warning that staying put for the time being is the best approach.

So not really a big deal - except for the people who've been sent letters telling them they are dead.

boo_star · 24 May 2018 at 6:21PM

wizzywig27 wrote: »

I think this is a new low for them. Maybe the end?

It's a matter of someone accidentally using reason code 2 instead of 3.

"The end" seems a bit over the top don't you think?

molerat · 24 May 2018 at 6:29PM

boo_star wrote: »

"The end" seems a bit over the top don't you think?

At the moment everything they touch turns to !!!!, they are just showing themselves as totally incompetent and I expect customers will start leaving in droves if they don't think their money is safe. The longer this farce goes on the more customers they are going to lose.

MSE News: TSB cancels direct debits of customers who've switched away - and claims they've DIED

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