TSB’s online banking and app went down this morning leaving thousands of customers unable to access their accounts.
Approximately 2,747 users reported issues with the app, leaving them unable to access their bank accounts, according to DownDetector.
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TSB has said the issue has now been resolved and customers can now log into their accounts.
The bank told The Sun: “We’re aware some customers had issues logging into our app and online banking this morning.
“This issue is now resolved and we’re sorry for any inconvenience it caused.”
Reports of issues with the TSB app and website started shortly after 6am this morning.
Fuming customers took to social media to complain about the outage.
One X user wrote: “@TSB can’t log in on either the app or the website! Please tell me this is going to be fixed pretty quickly I need to access my account!”
Another said: “Come on @TSB! I need the app today you close all the branches down and still can’t allow us to use the app! What are you expecting people to do exactly??”
“Sort yourselves out @TSB Your App was down before I went to bed, it’s still down this morning,” a third user said.
A fourth user said: “Is the TSB app down!? Why does it always happen on the days you’ve got loads of bills to pay?”
“@TSB online banking app seems to be constantly down. Any danger of getting it sorted?” said someone else.
Can I claim compensation for the outage?
Banks don’t have to pay out compensation to customers if there has been a drop in service, unlike how telecoms companies have to.
But if you have incurred costs as a result of service issues, it’s likely you could get your money back.
For example, if a bill payment didn’t go through as a result of an outage and you’ve been charged a fee for missing it, you should be able to claim that money back.
If your credit rating has been affected by a service outage, because you got a late payment fee after being unable to make a transaction, for example, you should also keep a record of this.
Make a note of anyone you spoke to try and resolve the problem as well as what was discussed.
You can find out more details about how to complain on the bank’s website.
It is worth gathering evidence of your problems so you can make a formal complaint to the bank directly.
How to check if your bank is down
THERE are a few different ways to find out if your bank is experiencing an outage.
Senior consumer reporter Olivia Marshall explains how you can check.
If you’re trying to send money to someone, or you just want to check if you have enough cash for a coffee, finding your online banking is down can be a real pain.
Most banks have a dedicated news page on their website to show service problems, including internet banking, mobile apps, ATMs, debit cards and credit cards.
You can also check on any future work they have planned and what it might mean for you.
Plus, you can check websites such as Down Detector, which will tell you whether other people are experiencing problems with a particular company online.
What happens if my bank refuses to compensate me?
If you’re unhappy with how the bank dealt with your problem, you can contact the free Financial Ombudsman Service (FOS).
The Financial Ombudsman Service is an independent body that will consider the evidence you present and make a fair decision about the action a bank should take.
The FOS will internet around 15 days after you’ve raised concerns with your bank.
In cases 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 the FOS things you did, it has the power to tell the bank to reimburse any fees, charges, or fines you were hit with, for example, if you were unable to make a payment on a credit card bill or to your mortgage provider.
The FOS can 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.
If your credit score was affected, it may tell the bank to correct your credit file.
The FOS might also tell the bank to reimburse you for any extra costs you had to make, such as phone calls or trips to your local branch, as well as a payment for any inconvenience it caused.
Do you have a money problem that needs sorting? Get in touch by emailing [email protected].
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