TSB customer given access to other £35k savings account

Written by Oliver Wade
25/04/2018

A TSB customer, Matthew Neal, was given access to someone else’s £35,000 savings account, £11,000 ISA and a business account when he logged into his online banking.

The bank has recently announced that it will be “upgrading” its banking systems, migrating from a rented platform from its former owner, Lloyds Banking Group, to its own in-house “sate-of-the-art” platform.

However, the move caused chaos for many customers with reports that they were unable to access their accounts and that they had access to other people’s accounts.

Initially TSB announced that the upgrades would be taking place between 16:00 on Friday and 18:00 on Sunday, but a number of customers reported that they were still facing problems on Monday morning, with many worried that they may not be able to pay bills or get access to cash to pay for essentials.

TSB has apologised and claimed to have fixed the issue on Monday, stating: “We're really sorry that some of our customers experienced problems accessing our mobile app and internet banking yesterday evening. Both of these services are now up and running again."

Despite this message, many customers took to Twitter to complain of not being able to access their accounts, with TSB social media staff repeating the line: “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."

Neal checked his TSB bank balance on Sunday evening after 18:00 to find out how much he had spent at the pub on Saturday evening, but upon login, he received a shock.

“I could see all my accounts, but on top of that also three accounts belonging to someone else: a £35,000 savings account, an £11,000 Isa and a business account," Neal told the BBC.

“I could see their account numbers, sort codes and transaction histories and I had access to transfer money too, if I was that way inclined.

"The thing that was worrying me most was: what if someone can see mine too?"

He tried to ring the bank to alert it to the problem but gave up after being on hold for 45 minutes. Since then he has not been able to access his accounts at all.

A TSB spokesperson commented: "We have noted some reports in the media regarding customers' access to account information last night. We can confirm the access issues, which lasted only about 20 minutes and impacted just a tiny fraction of our customer base, were fixed last night."

Six days after the migration and there are still reports that customers are unable to access their accounts, despite assurances from the banks’ chief executive Paul Pester stating that its mobile banking app and online banking are “now up and running”.

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