TSB Bank calls in IBM to fix IT problems

IT nightmare TSB warned customers last week that some services including online banking and payments would be down over the weekend. But for may the problems have continued

TSB chief executive Paul Pester has apologised for the upgrade troubles, saying the move to its new banking platform last weekend has made for "an incredibly bumpy" landing for customers.

Further, for any customer who has faced interest or charges from other providers or lenders as a result of the issues, TSB said it is asking customers to contact it to explain their circumstances so it can work with them on a case-by-case basis to make sure it "puts things right".

Embattled bank TSB has claimed its IT systems are now "up and running" - despite many users still reporting they can't get into their accounts.

This constraint is to handle the anticipated rise in number of customers that will try to obtain the access to internet as well as phone banking.

Nope. Still unable to login on my personal and business accounts.

The bank boss said what happened was "not good enough", but refused to say whether he would give up his bonus.

When asked if he would resign over the issues, he responded: "I haven't even had time to think about it". I want to reassure our customers that the engine room of the bank is working as it should. "It is a decision of the board". Customers were warned that online banking services would be unavailable between 4pm on Friday the 20 and 6pm Sunday the 22nd.

The bank's online services have been down for nearly a week, after TSB's planned migration off former parent Lloyds' tech infrastructure - some five years after its split from the group - was a resounding failure.

The BBC reports that this is beginning to have a serious impact on customers' ability to complete transactions, with people "beginning to report a wide range of financial problems caused by being unable to access their online account". The IBM team will report directly to Pester.

The financial giant's digital platforms suffered significant disruption over five days before coming back online in the early hours of Wednesday morning.

A family stranded overseas because they can't buy the petrol they need to get to the Eurostar terminal; a couple forced to abandon their house purchase because the deposit got "lost" in the system; and a household without food because the shopper was unable to pay for groceries at the supermarket.

Pester said he was determined TSB would get back on it feet and continue to be a challenger bank to its bigger high street rivals such as Lloyds and HSBC.



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