The UK’s Financial Ombudsman has intervened in the crash of TSB Banking Group's internet and mobile banking services after receiving complaints from the bank’s customers.
TSB, which has five million customers, said it was working on fixing the failure in its services.
Migration to Sabadell's platform
The problems began after the bank told account holders that some of its services would not be available from 4pm on Friday to 6pm on Sunday due to a system upgrade.
One TSB customer said he was given access to someone else’s £35,000 savings account and £11,000 ISA when he logged online to check how much he had spent at the pub the night before.
Another customer said he could see other people's accounts, totalling more than £20,000.
This should be up and running again soon. In the meantime, please try again and sorry once more for the inconvenience. 2/3 Sophie
— TSB (@TSB) 23 April 2018
TSB used to be part of the Lloyds Banking Group PLC (LON:LLOY) before it was sold to Spain’s Banco Sabadell in 2015.
The bank continued to use Lloyds’ IT systems following its separation but this weekend, was shifted over to use a platform supplied by Sabadell.
TSB on said on Monday afternoon there were still issues with its services, blaming large volumes of customers trying to access their accounts.
“We are currently experiencing large volumes of customers accessing our mobile app and internet banking, which is leading to some intermittent issues with people accessing our services,” TSB said in a statement.
“We are really sorry for the inconvenience this is causing our customers and want them to know we are working as hard and as fast as we can to resolve this problem.”
The Financial Ombudsman said it was discussing the incident with TSB and its customers. It advised customers on Twitter to tell them more about the problems they've been experiencing.
Hi Silver Fox we're aware of the issues still affecting some customers. We can't get involved in a complaint until you've complained to TSB. You can do this via their website https://t.co/qTBRwErKkK
— Financial Ombudsman (@financialombuds) 23 April 2018
The Financial Conduct Authority said it was aware of the issue and has spoken to the bank.