Come clean, TSB

This evening I listened to TSB chief executive Paul Pester state that 95 percent of customers have access to their accounts online.

Based on my experience we may have access but we are unable to do anything with them.

Initially I wasn’t concerned because I could see my accounts and the figures were correct but in the last two days I have tried and failed to make two regular payments online. I have resorted to the good oldfashioned method of using a branch and in doing so have realised the actual scale of the problem that TSB have.

There have been long queues in the branches, each customer is taking longer than usual to be dealt with, staff are obviously dealing with as lower than usual system and learning on the job how to use the system.

I was also given inaccurate information by branch staff as they assured me I would be able to make my payments on- line as usual so I wonder if staff are being told the full extent of the problem.

I can also appreciate how difficult it must be for some personal and bus in es sc ustomers to find an alternative way of working while TSB sort out their problems. I have my doubts whether it will be sorted within a reasonable timescale and that it may be enough to bring TSB to their knees.

Paul Pester needs to answer questions honestly and not to gloss over the true extent of the problems that TSB are facing to survive.

Yes, the customers have been advised of the problem and interest rate on current accounts have been increased, overdraft fees waived etc but I hope something will be done to thank the front line staff who are now having to deal with the consequences of the incompetency of the management.

LESLEY H SMITH Learmonth Crescent, Edinburgh