TSB com­puter fi­asco en­ters sec­ond week

The Malta Business Weekly - - FRONT PAGE -

Frus­trated TSB cus­tomers are con­tin­u­ing to be 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.

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

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

The de­ba­cle be­gan when TSB shut down ser­vices for two days from the evening of Fri­day, 20 April to move cus­tomer data 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.

Early on Mon­day, a spokes­woman 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.

One of the ma­jor wor­ries among cus­tomers who have been able to ac­cess on­line bank­ing is that some of their ac­counts ap­peared to have van­ished.

One wrote on Face­book that a sav­ings ac­count had van­ished and that it did not show up on the sys­tem in a branch.

Another saw the po­ten­tial up­side of such a fail­ure, by jok­ing: "I'm guess­ing I'm now mort­gage free as no mort­gage ac­count show­ing on on­line bank­ing. Thanks for pay­ing it off TSB, didn't ex­pect as much as that in com­pen­sa­tion for the con­stant ac­count muck ups!"

The bank has warned that fraud­sters may be at­tempt­ing to use the con­fu­sion to trick cus­tomers out of money.

It said that some were re­ceiv­ing emails and tweets claim­ing to be from TSB, but pointed out that the bank would never ask for se­cu­rity de­tails such as a Pin or full pass­word, and would only use its of­fi­cial Twit­ter and Face­book chan­nels. Im­age copy­rightEPA The bank's chief ex­ec­u­tive, Paul Pester, is com­ing un­der con­sid­er­able pres­sure to ex­plain how the sys­tem has failed.

He wrote to Nicky Morgan, who chairs the in­flu­en­tial Com­mons' Trea­sury Com­mit­tee, on Fri­day to up­date MPs on the sit­u­a­tion.

Mr Pester has promised that no cus­tomers will be left out of pocket as a re­sult of the saga.

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