#TSB BANK LOGIN UPGRADE#

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The FCA – which has the power to fine TSB – is investigating the migration jointly with the Prudential Regulation Authority. Andrew Bailey, the chief executive of the Financial Conduct Authority, accuses Pester of “portraying an optimistic view” of services after the IT meltdown and says the bank failed to be “open and transparent” about the scale of the problems. Pester receives a stinging rebuke from one of the City’s top regulators.

Some TSB customers are still unable to make payments or access key accounts almost a month after the botched IT upgrade. Lloyds contacted TSB on the morning of 23 April but TSB declined the offer, despite the fact its customer information was being transferred from a Lloyds system to one designed by Sabadell. It emerges that TSB turned down an offer of help from Lloyds Banking Group, its former owner, in the early stages of the IT meltdown.

Pester says regulators from the Financial Conduct Authority and the Prudential Regulation Authority are being briefed on developments. The bank encourages people to contact its telephone banking team with any problems but some customers are left on hold for more than an hour. Pester tells customers he is “deeply sorry” for the poor service.

The botched IT upgrade becomes a full-blown crisis as up to 1.9 million of TSB’s online and mobile customers remain locked out of their accounts. TSB’s parent company, Sabadell, makes an embarrassing gaffe by publishing a statement on its website saying it has “successfully completed the TSB technology migration”. However, customers in increasing numbers make their feelings known on Twitter, complaining that they cannot access their accounts. TSB plays down the “access issues”, saying it is experiencing intermittent problems with its internet banking and mobile app, affecting a limited number of customers. People report that accounts are showing incorrect balances, while others can see accounts belonging to other customers. It becomes apparent that the IT migration has not gone to plan when customers attempt to log in to their accounts after 6pm.

#TSB BANK LOGIN UPGRADE#

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