Customers still locked out of their accounts as TSB computer fiasco enters second week

Frustrated TSB customers are still locked out of their accounts as the bank’s IT fiasco enters a second week. Some have suggested the system is “going from bad to worse” as they are denied access to online banking and the bank’s mobile app.

It has been announced that TSB chief executive Paul Pester will face questions from MPs on the influential Treasury Committee on Wednesday.

The bank said it was “working around the clock” to fix the problems.

Worries over payments remain as error messages are shown to some customers trying to move money.

In a letter to MPs, Mr Pester also revealed the extent of failures of technology in the branch network and average waits of up to an hour for those calling the bank.

Account failures

The debacle began when TSB shut down services for two days from the evening of Friday, 20 April to move customer data from former owner Lloyds to a new IT system managed by its Spanish owner Sabadell.

As soon as the new system was switched on, customers reported seeing other people’s account details alongside a range of other difficulties.

A week on, the bank – which has called in experts from computing giant IBM – again closed online and app services during the weekend in order to try to fix the ongoing issues.

The bank said on Sunday that internet banking and business banking were operating again, but accepted that some customers were continuing to have difficulties.

There were also “intermittent problems” with online banking for Lloyds customers on Monday, but these issues were said to be unconnected to the TSB failures.

Early on Monday, a spokeswoman for TSB said that the problems had still not been solved although there has been no official update as yet from the bank. It has continued to apologise to complainants through its social media channels with a vow to work all hours to solve the problems.

Customers have expressed their fury, with some looking to switch to a different bank despite attempts by TSB to keep them with promises of higher interest rates on its current account.