Q&A

HOW MANY HAVE BEEN HIT?

TSB has suffered a disastrous computer failure after moving data from a system run by Lloyds Banking Group to its own. Up to 2 million customers were warned they would not have access to their accounts over the weekend. But the upgrade was botched and many have gone five days without access.

WHERE DID IT ALL GO WRONG?

At 6pm on Sunday, some customers were able to see other people’s accounts. TSB switched the whole system off to fix the glitch, but when it went back online in the early hours of Monday, tens of thousands of customers were denied access. Debit card holders were also unable to use their cards in shops. Direct debits have also failed to transfer – delaying mortgage and bill payments.

WAS NEW SYSTEM TESTED?

Boss Paul Pester says the system was tested nine times and insists it was ‘ready to go’. The bank also put in place a crisis plan in case the upgrade went wrong.

WHEN WILL IT BE FIXED?

No one knows. The system was shut down at 10.30am yesterday to carry out an urgent fix, but was still not up and running yesterday evening. Having made the upgrade, the bank can’t simply go back to the old system.