Paul Pester, TSB’s Chief Executive Officer, says: “I’ve just resurfaced after 48 hours with my teams who have been working as hard and fast as they can to get our services back up and running. This isn’t the level of service that we pride ourselves on providing, and isn’t what our customers have come to expect from TSB, and for that I’m truly sorry.
“We’re still seeing issues with access to our digital services. One of the steps we need to take to resolve this is to take our mobile app and online banking down for a few hours. We did this at around 10.30 this morning and we hope to be back up later this afternoon. We’ll let your customers know as soon as it’s available again.
“Of course, customers can rest assured that no one will be left out of pocket as a result of these service issues.”
Notes to editors:
In response to reports around customers’ data access:
- On Sunday 22 April evening for a period of 20 minutes, 402 customers could see some data that we would not normally show them online.
- Each of these customers had “connected accounts” – typically created between family members. Access to connected accounts is normally provided in branch and via our telephone banking channels.
- Our CEO Paul Pester has written personally to each affected customer apologising and reassuring them that their data is safe.
- We have also tracked every payment made by these customers’ accounts and spoken to every customer to confirm each payment’s validity.
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