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Credit card users hit by banking glitch

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15/09/2022
Credit card customers across banking brands are reporting problems logging into online and app accounts.

Frustrated customers have been unable to access mobile and internet banking, particularly relating to their credit card products.

Halifax, John Lewis, Lloyds, MBNA and TSB customers said they have not been able to see balances, credit limits, transactions or make payments this morning.

Frustrated customers

A message in the Halifax app for customers looking to check their balances, reads: “Sorry, we can’t show some of the account info you asked for right now”.

One customer tweeted: “When will the credit card situation be fixed? I’m trying to make a payment but I can’t seem to access it.”

A John Lewis customer posted: “I want to pay some money off on my John Lewis Partnership card and am unable to do it. The phone app isn’t working and when I rang the number, I got cut off.”

A Lloyds customer tweeted: “Do you know when it will be back up and running? I need to make my monthly payment today so I don’t incur any interest charges.”

An MBNA customer wrote: “MBNA app not working. Not displaying balance, credit limit or transactions. Saying ‘sorry we can’t show you this information right now’ and has been like this for two days. Any ideas?”.

Meanwhile a frustrated TSB customer wrote: “It’s time to change whoever is in charge of your app because it’s actually a joke at this point. Your customers are never able to access their funds and you never have answers just ‘we are working on it’.”

According to Downdetector, a real-time problems and outage monitoring website, it lists a number of banking brands, as well as Mastercard and Visa as experiencing technical issues.

YourMoney.com understands the issue relates to Fiserv, an American multinational company providing financial technology services to sectors including banks and credit unions.

What do the banks say?

A John Lewis spokesperson, said: “There is a technical issue currently impacting some credit card providers, and this is also impacting us. As a result, we are unable to process applications at this time and know that some of our customers are experiencing issues with their cards.

“We apologise to customers who are affected and will update them as soon as we have more information.”

A Lloyds Banking Group (which includes Halifax) spokesperson said: “We know some of our customers are having problems accessing credit card details at the moment. We’re sorry for this and are working to have it back to normal soon.”

MBNA said: “We know some of our customers are having problems accessing credit card details at the moment. We’re sorry for this and working to have it back to normal soon.”

Credit provider NewDay, said: “The issues we are seeing are caused by an outage with a third-party technology supplier. It is affecting customers of a number of UK banks and credit card providers. We apologise to customers who are affected and are working to get the issue resolved as quickly as possible.”

TSB posted: “We’re aware that some of our customers are having problems using online banking or our mobile app. We’re sorry for this and are working hard to resolve it as soon as possible.”

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