10th May 2018
TSB customers trying to log into their digital mortgage accounts have been unable to do so this week.
This latest problem for TSB customers comes after a string of digital issues over the last three weeks, with reports of some customers still not being able to see information on upcoming credit card payments.
The bank says that it will pay compensation and last week began to do so, although in some cases, consumers have not been awarded the amount they feel they are owed. In some cases, customers have been unable to log in to make a payment and have therefore faced financial penalties.
Any money lost as a result of the outage will be paid back, the bank said.
The issues started on 22 April when the bank began the process of moving customer data from one system, owned by previous parent company Lloyds, to another, which is operated by new parent firm Sabadell.
At the end of last week TSB had received more than 40,000 complaints about IT failures, which is around 13 times more than the average for this period.
Waiting times for calls to the bank’s customer service team are significantly higher than usual, according to its website. In the latest UK Customer Satisfaction Index (UKCSI) TSB scored 80.6. This was higher than the sector average of 79.8, as well as the UK all-sector average of 78.1.
As a result of the failings, TSB’s chief executive Paul Pester will not receive a bonus he was due to collect for the successful integration between TSB and Sabadell.