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Payments into TSB accounts delayed

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Written by: Emma Lunn
22/11/2019
Long-suffering TSB customers have been advised to go into a branch if they need emergency cash.

Thousands of TSB customers have been left without access to their salaries and other payments after issues with the bank’s systems overnight.

Accountholders have taken to social media to complain about the glitch-prone bank, saying wages paid by employers had not arrived, leading to people struggling to pay for essential items.

A service status on the TSB website said: “Some payments into TSB accounts have been delayed overnight and we are working to process these as soon as possible today. We apologise for the inconvenience this has caused and will ensure customers are not left out of pocket. If TSB customers need emergency cash or have any questions they can visit us in branch or contact us via the number on the back of their card. Customers can still use their cards to make payments or withdraw cash.”

The message was repeated on the bank’s Twitter account @TSB, with Tweets also sent to individual customers complaining via the social media channel.

According to downdetector.co.uk, people started reporting issues with TSB at about 1am this morning, with reports peaking at 8am.

The outage comes just days after law firm Slaughter and May published a report on TSB’s IT problems which began in April 2018. The computing failure saw about 1.9 million customers locked out of their accounts and triggered an unprecedented wave of fraud.

The report said TSB’s board “lacked common sense” regarding a data migration project carried out in conjunction with TSB’s parent company Sabadell and its IT arm Sabis.

Richard Meddings, chairman of the TSB board, criticised the report’s methodology and said TSB had “evolved to be a better business” since the outage.

Martin Lewis, founder of MoneySavingExpert.com, said: “Many customers will be struggling not to think that TSB stands for ‘The Screwed Bank’. Yet another major banking failure has left people worried about their wages and how they are going to pay their bills.

“Even if this is fixed quickly, this type of service is simply not good enough. My call to those who are affected by this and angry and disillusioned with their bank is to stop bitching, start switching. Right now you can get paid up to £175 to switch – and some banks which pay, including HSBC, M&S and First Direct, have better customer service ratings and less of a history of IT problems.”

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