HUNDREDS of TSB customers have been affected by an internet and mobile banking outage.
The bank’s app and website went down on August 20, leaving account holders locked out of their funds.
1
Outage tracking website Downdetector reported issues from more than 400 people shortly before 8.30am.
Here, we take you through what you need to do if a lack of service means you can’t access your cash to stay on top of your finances.
How can I check if TSB is down?
Customers can see if there are any issues with TSB’s services by checking its dedicated page on its website.
Here, you can find out what services have been affected, including mobile, online, telephone banking and card payments.
Banks also regularly issue updates on social media, so Facebook and Twitter are worth checking for live updates.
Websites such as Downdetector will also give you an indication if the problems you’re experiencing are affecting others too.
This is because they rely on customers reporting complaints.
They’re not always accurate but can give you an idea of how widespread the issue is.
Can I claim compensation for an outage?
Banks don’t have to pay out compensation to customers if there has been a drop in service, unlike telecoms companies.
You may, however, be entitled to some money back depending on how much the service disruption has affected you.
To make a claim, you’ll need to present evidence of how the outage negatively affected you, including any extra costs incurred, such as late payment charges.
Make a note of when you were unable to access the services and the names of anyone you spoke to about resolving the issue – record-keeping will strengthen your case.
You can find more details about how to complain to TSB on its website.
What to do if you can’t access your money
If you can’t access your money and you need to urgently, here’s what to do:
- Visit your local branch as soon as you can.
- If you can’t get there, or it is closed, call your bank and ask for its guidance on what to do.
- If the bank’s phone services are also down or busy, try contacting your bank on social media to ask what to do. But remember: don’t ever share your account details over social media.
- Try to do this on the day the problem arises so you can show you made every attempt to solve the issue.
- If you still can’t access your money, begin gathering evidence for a complaint.
What happens if TSB refuses to help?
If you’re not happy with the way the bank has responded to your complaint you can report the case to the Financial Ombudsman Service (FOS).
It’s free to escalate your complaint to the independent body, which looks at the evidence before deciding on what action is fair.
The FOS can usually get involved 15 days after you’ve raised concerns with the bank.
In the case of an IT system outage at a bank, the FOS says any compensation depends on your circumstances and whether you lost out as a result
If it decides that the bank is at fault, it can order it to reimburse any fees, charges or fines you suffered as a result.
It could also tell a bank to pay you for any money you didn’t receive, such as interest, if you weren’t able to pay money in, or any extra costs you had to pay to get the issue sorted, for example the cost to visit your local branch.
If your credit score was affected, it may tell the bank to correct your credit file.
It’s not the first time this year that customers have been locked out of their accounts due to an outage.
Thousands of Santander customers couldn’t get on their app or log into their online account in May.
Some customers even claimed that they’ve had payments rejected in supermarkets and that their cards weren’t working.
And last month, Lloyds Bank, Halifax and Bank of Scotland customers were unable to access their accounts for hours after an outage.
TSB customers wrongly told to urgently top-up accounts in the latest blunder by the bank
