TSB admitted that a “small number” of customers failed to receive their money this morning (22 Nov), forcing it to offer emergency cash to those affected.
Customers who did not receive their wages are being assured by TSB that the delayed payments will appear in their accounts later this afternoon.
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Unhappy customers who failed to find payments in their accounts took to social media this morning to complain, with many expressing frustration at being left on hold for up to an hour as they waited to speak to customer services on the phone.
One affected customer tweeted: “My money hasn’t gone in. I have bills, debts, food to pay for, and literally 81p in my bank.”
Customers also fumed that the delay in payments meant they would be unable to snap up any bargains in the Black Friday sales.
In response to the delay, TSB said: “Some payments into TSB accounts have been delayed overnight and we are working to process these as soon as possible today.
“We apologise for the inconvenience this has caused and will ensure customers are not left out of pocket.”
What to do if you’re affected
TSB has advised any customers who need emergency cash to contact the bank by visiting one of the branches or by phone.
Customers have also been told they can still use their cards to make payments or withdraw cash.
The delayed payments are expected to arrive in accounts this afternoon.
The mishap is just the latest glitch to affect TSB, after a major IT meltdown last year left nearly two million customers locked out of their accounts when a systems upgrade went wrong.
A report on Tuesday (19 Nov) criticised TSB’s board for lacking “common sense” in the lead up IT disaster in April 2018, which led to former TSB boss Paul Pester stepping down.
The bank came under scrutiny again just five months after the IT issue last year when it was forced to apologise in the following September after many customers were once more left unable to access their accounts.
New TSB chief executive Debbie Crosbie is due to update on her strategy overhaul at the bank on 25 November.