New TSB blunder as bank sends worried customers messages wrongly telling them they need to top up their accounts
- Messages warned the recipients they could be charged for making payments
- Were sent to customers despite them having enough money in their accounts
- Bank apologised to customers and said it was ‘working hard’ to fix the issue
- Comes seven months after IT meltdown locked customers out of their accounts
TSB has been criticised for a new blunder after the bank sent customers texts wrongly saying they needed to top up their accounts.
The messages warned recipients they could be charged for making payments that they did not have funds for, despite being in the black.
Customers took to Twitter to voice fears they had been hit by a scam, but the bank later confirmed it had mistakenly sent the messages to a ‘small number’ of accounts.
The messages warned TSB customers they could be charged for making paying for things they did not have funds for, despite being in the black
‘Panicked this morning when I got this txt from @TSB on way to work. Only a few days after payday,’ Martin O’Neil tweeted.
‘Had the correct account number and no URL/link so not phishing. Of course immediately logged into my account to find balance as should be.’
Tammy Patterson said she had been sent four of the texts in one week.
TSB told MailOnline: ‘We’re aware that a small number of customers have received a limit text alert from us when their account is in credit.
‘We’re working as hard and as fast as we can to resolve the issue and apologise for any inconvenience or confusion this may cause.’
It comes seven months after an IT meltdown that saw 1.9 million people using TSB’s digital and mobile banking found themselves locked out of their bank accounts.
Some customers were unable to access their cash or pay bills – while others reported being able to see other people’s accounts.
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MPs on the Treasury Committee heard from the bank in April that 40,000 complaints were received over a 10-day period.
By the end of July, over 135,000 complaints had been logged.
The chaos led to 10,600 fraud attempts on around 2,200 customers, and more than 1,000 people lost money.
In a major gaffe, organisations with which customers had direct debits were told the person was dead in around 370 cases, bosses admitted.
The bank’s chief executive Paul Pester admitted the bank was ‘overwhelmed’ and apologised to customers.
FCA chief executive Andrew Bailey said in a letter to Treasury Committee chairwoman Nicky Morgan that the regulator would carry out a joint investigation with the Prudential Regulation Authority.
He also slammed the bank for not being ‘open and transparent’ and said its ‘poor communications’ could harm trust in the sector.
July saw fresh woe for TSB customers, after some were again locked out of their accounts, sparking fears of a repeat of the earlier incident.
The bank apologised to anyone affected after rectifying the problem.
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