TSB hit by online banking chaos after IT migration - as it happened

TSB customers must wait until Tuesday morning to find out if they can get into their online bank accounts.

The bank itself seems to have gone quiet (customer service shut down at 11pm and reopens at 7am).

So we’re going to wrap up for the day too. Goodnight, and good luck to everyone affected by these problems. GW

Photographer, and Green Party candidate, Nicola Albon confirms that the problems still aren’t resolved....

TSB customer Nick Mays says he’s finally got online.....but is still planning take his business elsewhere.

Other customers are worried that the problems won’t be fixed by Tuesday morning....

One TSB mortgage-holder got a rather nasty shock when she managed to log into her account:

Becky Dracup of Liverpool is another less-than-satisfied customer tonight, after struggling to speak to anyone at TSB:

TSB’s IT woes make the front page of the Financial Times tomorrow.

The FT focuses on the prospect that City and data watchdogs will savage the bank, saying:

Regulators are probing computer problems at TSB that left many customers of the UK bank unable to check their accounts and gave some access to other people’s money after it switched to new systems over the weekend.

The problems, which provoked a flurry of complaints on social media, followed a scheduled shutdown of TSB’s online and mobile banking applications over the weekend while it transferred 1.3bn customer records from its former parent Lloyds Banking Group.

The Information Commissioner’s Office — the UK privacy watchdog — said: “We are aware of a potential data breach in relation to the TSB and are making enquiries.”

The Financial Conduct Authority said it was “aware of the issue” and was “liaising with the firm”....

More here.

As we head into the night, TSB are still telling customers that they don’t know when the IT outage will be fixed.

TSB’s chief executive Paul Pester has kept a low profile today - he’s not tweeted about the IT problems at all.

Liberal Democrat peer Paul Scriven has laid into Pester on Twitter this evening, calling for answers about what’s gone wrong:

Bookseller Isabel MacNeill would also like to hear from Pester:

It’s now 27 hours since TSB’s migration to a new IT platform was meant to conclude - and some users, such as GMB official Rachelle Wilkins, are still in the dark:

Data visualisation firm Bright Analytics is worried that it won’t be able to pay its employees, or settle other bills, until TSB fixes its problems:

Many users are still reporting that TSB is refusing to accept their login details, including PR and social media executive Cara Elizabeth:

Time for a quick recap, for anyone tuning in or seeking the latest information.

• UK bank TSB is struggling to get to grips with a botched system upgrade that has left some customers unable to use online and mobile banking services.
  
  
• TSB’s services were meant to come online at 6pm Sunday night, following a major IT migration over the weekend.
  But scores of users report that they’re still unable to access banking services, more than a day later.
  
  
• There’s no clarity on when the situation will be fixed, leaving customers unable to pay bills, check they have received money, or access other banking services.
  
  Some customers have even reported seeing the wrong account details, sparking fears of a data breach.
  
  
• TSB has repeatedly apologised, insisting that it is working as hard as it can to fix the issue. But many customers are demanding compensation, and threatening to leave the bank.
  

• The project involved moving TSB away from systems owned by Lloyds Banking Group (who spun out TSB in 2013), and onto a new IT platform.
  
  
• TSB’s owner, Spain’s Sabedell, has risked further anger by claiming that the migration has been a success - even as UK customers reported problems.
  
  
• UK regulators are now monitoring the situation.
  TSB could potentially be fined by the Financial Conduct Authority (the City watchdog) and the Information Commissioner.
  

This is important.

Any TSB customers who discover an unexpected windfall in their accounts this week should not rush out and spend it. If you do, you could be forced to pay it back... or worse.

Lee Boyce of This Is Money explains:

Legally, if a sum of cash is accidentally paid into your account and you know it isn’t yours, you are liable to pay it back.

Keeping and spending money wrongly placed into your account could lead to you being charged with retaining wrongful credit under the Theft Act 1968.

Two sisters were sent to prison in 2008 after going on a spending spree with cash that wasn’t theirs. The then Abbey Bank had wrongly credited £135,000 into one of their accounts.

It took the bank two weeks to spot the mistake.

The official advice is to contact your bank and alert it to the mistake - but many TSB customers say that call waiting times are currently extremely long as it battles the meltdown.

Criminal paralegal James Ashton has found himself caught up in TSB’s problems:

TSB’s hard-pressed social media team are repeating the same generic statement to scores of customers, along the lines of:

We’re really sorry to hear that you’re experiencing problems accessing Online Banking. Unfortunately, there are some intermittent problems affecting this service so please bear with us.

We’re working as hard as we can to resolve this. In the meantime, please try again later and sorry once more for the inconvenience.

That really isn’t enough to address the concerns of customers who can’t make payments, or even check how much money is in their account.

For example:

One of the most alarming elements of this mess is that some TSB customers say they saw the account details of other customers - a potentially serious breach.

One account holder, called Matthew Neal, says he logged last night and found himself looking at someone else’s £35,000 savings account,plus an £11,000 Isa, and a business account!

TSB claims to have such issues, but other customers have reported similar problems today: