Furious Stoke-on-Trent customers still can’t access TSB accounts despite being told it is ‘up and running’


Some TSB customers in Stoke-on-Trent are still experiencing problems with their accounts, despite being told that online banking is back ‘up and running’.

The issue occurred after planned system upgrades were carried out over the weekend to the online banking app and website.

Customers across the country have reported major problems with their banking, including not being able make or receive payments online for six days.

Also, some people have been unable to draw out money from cash machines or check their account balance online.

In some cases, customers are reporting that they have logged onto the app to find other people’s accounts and details on their phones.

CEO of TSB Bank plc, Paul Pester, has come under fire from customers after stating on Twitter this morning that the ‘mobile banking app and online banking are now up and running’.

People are taking to Twitter today (April 25) to express their anger about still not being able to access their money, despite reassurances from Pester.

TSB Problem

Message shown on the app for some customers today

Maya Jackson-Hobbs, 20, from Shelton, said: “I had an issue with my mobile and internet banking and was unable to log in over the weekend.

“I think that TSB should have a back-up service in case it happens again, that is the only solution that makes sense.

“I saw the message on Twitter and it was very apologetic, but actions count over words at the end of the day.”

Christopher Thorpe, from Stoke-on-Trent, said: “This morning I couldn’t transfer money from my account to my other account, as my direct debit is coming out of it.

“They need to do more testing of the new systems before they implement them.

“That’s what we do where I work, and we give them a testing period to iron these issues out.

“I read the apology on Twitter this morning, but it just seemed like a press release and there isn’t much weight behind it to be honest.”

TSB app crash

Some customers received this message when going online yesterday

Samantha Slack, from Stoke-on-Trent, spoke about the issues that she has experienced since the online banking service has been down.

She said: “I have had lots of issues and can’t draw anything out of my account.

“I came into the branch on Saturday as I needed to go shopping for my daughter and they said that I couldn’t draw any of my money out.

“It’s terrible, I have no words to explain how annoyed I am and I am even thinking about switching banks.

“I am thinking about going up to Halifax right now and asking them for an appointment.”

Speaking about the apology that was sent on Twitter, Ms Slack, said: “They keep apologising to me but I don’t want any apologies, I just want my money.

“Why would they fix something that isn’t broken?”

Chief Executive Officer at TSB, Paul Pester, told us: “Our teams continue to work around the clock to fix the problems that some of our customers are having in accessing their TSB accounts.

“I want to reassure our customers that the engine room of the bank is working as it should.  This means that for the vast majority of our five million customers, everything is running smoothly.

“The challenge we are facing at the moment is that while we know everything is working, one of the main ways that our customers see everything is working – through our internet banking and mobile app – isn’t functioning as well as it should be, and for this I’m truly sorry.

“I can appreciate how frustrating this must be for our customers.

“Of course, customers can rest assured that no one will be left out of pocket as a result of these access issues.”


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