Putting things right

We're working hard to put things right for our customers. On this page, you'll find some of the most commonly asked questions.

We promise that no TSB customer will be left out of pocket. So we're waiving any overdraft fees and interest charges, as well as any returned item fees incurred during your March and April billing periods.

We have also increased the interest rate on our Classic Plus account from 3% to 5%. We promise this won't be taken away after a year.

Frequently asked questions.

Our Mobile App and Internet Banking are available. If you're having difficulty logging in, please try closing your Mobile App fully and then restart it. Or close your internet browser and try again using the 'Log in' button.

You can talk to a TSB Partner by calling us or visiting us in branch. We're sorry that our call centres and branches are currently busier than usual and it may take us longer than normal to help you.

If you want to check your balance or hear about new and recent transactions our automated telephone service can help you do this quickly and easily. Simply tell us what you would like to do after giving us your account or card number, and you can always speak to a TSB Partner afterwards.

As you may have heard we are waiving interest fees and overdraft charges incurred in April. If you are calling about your March charges, usually debited in your May statement, we are pleased to say that these have also been waived.

We promise that no TSB customer will be left out of pocket. So if you have been affected we’d encourage you to fill out the complaint form at tsb.co.uk/help/complaint-form and let us know what has happened. But, if you are experiencing ongoing difficulties please visit your nearest branch so we can help you more urgently.

We are committed to ensuring no TSB customer is left out of pocket as a result of these issues.

We will waive all overdraft fees and interest incurred in March and April billing cycle. These fees would normally be deducted from your account in late May or June depending on your monthly billing cycle.

We will have written to you if there was a payment we were unable to make for you (because you did not have enough money in your account). However, as promised the returned item fee will not be charged.

If you are having problems viewing your balance online, don’t forget you can view your latest balance at any LINK ATM. You can also print a mini statement at any TSB ATM.

You can also use your local Post Office for a range of everyday banking services including checking balances. Just remember to bring one of your pre printed paying in slips if you’re using the Post Office to pay in cash or cheques to your account.

Card payments, Direct Debits and standing orders.

Card payments, Direct Debits and standing orders are all working.

We know there was an issue that affected a small number of standing orders and prevented them from reaching their payee. If you're affected we are repaying the money back into your account and will be in touch shortly to explain your options for this payment.

Making payments through Mobile App and Internet Banking.

Payments through our Mobile App and Internet Banking are available. We know some customers are sometimes experiencing difficulties at the moment, such as seeing an error message when trying to make Faster Payments. Unless instructed to check back later you can try to make the payment again. Don’t worry, money won’t be taken from your account unless the payment is made successfully.

If your payment query is urgent please call our telephone banking service or visit us in branch. We're sorry but our call centres and branches are currently busier than usual and it may take us longer than normal to help you.

Don’t forget if you are trying to pay a bill (e.g. your water bill), you can use your debit card to pay most providers directly.

Making payments by cheque or paying in book.

Most cheques and paying in books are working.

We know that some cheque and paying in books ordered in branch after 22 April have been issued with an incorrect sort code. If used, these cheques will not be paid. Please check that the sort code and account number match the details on your debit card. If there is any difference please destroy the book. We are arranging for replacement books with the correct details to be sent out this week.

Debit cards are working and can be used at an ATM to view your balance and withdraw cash.

You can get cashback from many high street shops across the UK and you can also use your local Post Office for a range of everyday banking services including withdrawing money.

If you are having problems using your debit card please call our telephone banking service. We're sorry that our call centres and branches are currently busier than usual and it may take us longer than normal to help you.

Payments made into accounts are working.

If you need to check your balance you can do it on Internet Banking or on the Mobile App, or at any LINK ATM.

You can also print a mini statement at any TSB ATM, and you can use your local Post Office for a range of everyday banking services including checking balances.

Why hasn’t money gone into my Monthly Saver?

We've fixed an issue that prevented a small number of standing orders reaching the payee. If this has affected you, we're paying the money back into your account and we'll be in touch to explain what's happened.

International payments.

International payments being made to your TSB account using your old Bank Identifier Code (BIC) and International Bank Account Number (IBAN) should continue to reach your account for the next few weeks. To ensure the payments made to you arrive as quickly as possible, it’s important that you give your new IBAN and BIC numbers to anyone sending you money from abroad.

Our new BIC is TSBSGB2A. You can get your new IBAN number on our app, or using Internet Banking. If you can’t find it or have more questions you can get more information at tsb.co.uk/international-payments or call our telephone banking service, or visit your nearest branch so we can help.

We're sorry that our call centres and branches are currently busier than usual and it may take us longer than normal to help you.

Accessing your information

You can review your previous transactions for the last three months on the Mobile App. If you can’t see all the transactions you’re looking for, log in to Internet Banking and check your full statement history.

If you can't view correspondence in your Internet Banking inbox at the moment, we'll send you paper correspondence in the meantime.

Planned loan repayments and scheduled payments are working. However, at the moment customers are unable to make an additional repayment to loan accounts online as normal.

To make an additional payment to your loan, you can set up a payment from your current account using the details below:

Sort code: 30-28-90
Account number: 00000000
Reference: Your 12-digit loan account number

If you need to speak to us urgently about your loan, please come into a branch.

We're sorry that our call centres and branches are currently busier than usual and it may take us longer than normal to help you.

If your card has been lost or stolen, please contact us straight away on 0800 015 0030 (UK) or +44 (0) 207 481 2567 from abroad. Lines are open 24 hours.

Don’t worry, if you’ve requested a card, it’s on its way. All replacement cards are now being issued and should arrive within five to seven working days.

Internet Banking is available and working. The recent issue that prevented customers from resetting their log in details online has now been fixed.

For Classic Plus customers and customers with Select Plus, Silver Plus, Gold Plus, Platinum Plus and Premium Plus, we have increased the interest you can earn on balances from 3% to 5% from 2 May. We promise this won’t be taken away after a year.

If you’re a TSB current account customer but don’t have one of these accounts, then as long as you’re eligible you can upgrade to a Classic Plus. You should now be able to upgrade your account online or by visiting your nearest branch.

Unusual activity on your account.

We know some customers are having problems viewing information about their accounts. We can assure you that your money is safe.

But if you think you’ve been a victim of fraud, get in touch straight away on 03459 758 758 and our team will help you. Lines are open between 7am-11pm Monday to Sunday.

We’ll take immediate actions to secure your account. And we’ll investigate any transactions you’re concerned about.

Keeping you safe from fraud.

Some customers have made us aware that they are receiving emails, text messages and tweets claiming to be from TSB. If we need to contact you we would never ask you for your security details such as PIN or full password and you should know that contact via social media is only made from our Official@TSB Twitter or Official Facebook page.

If you receive any communication that looks suspicious, please don’t click on any of the links and send us a copy at emailscams@tsb.co.uk Please visit tsb.co.uk/fraud-prevention-centre to see how you can protect yourself.

If you're registered to go paperless and can't see your past credit card statements, we’re sorry about this. You should be able to see these again soon.

If you need to speak to us urgently about your credit card, come into a branch or call us on 0345 835 3846 - (lines are open between 7am-11pm, seven days a week). Please bear in mind our call centres and branches are busier than usual so it might take us longer than normal to help you.

Sorry mortgage accounts can’t currently be viewed in Internet Banking or the Mobile App. We know there’s a problem and - you should be able to see your mortgage again soon. In the meantime, if you need to speak to us urgently about your mortgage, please come into branch or call us on 0345 835 3380 (lines are open 8.30am – 7pm Monday to Friday and 9am-2pm Saturdays, excluding UK Public Holidays). Please be aware though that we’re much busier than usual so it may take us longer than normal to help.

For the time being you will need to come into a branch to open a new product with us.

We’re sorry our call centres are busier than usual and it may take us longer to help you. If you want to check your balance or hear about new and recent transactions our automated telephone service can help you do this easily and quickly. Simply tell us what you would like to do after giving us your account or card number, and you can always speak to a TSB Partner afterwards.

  • Use your six-digit Personal Security Number for our automated banking service when setting up new payments or standing orders. We are aware that a small number of customers are having a problem using their six-digit Personal Security Number. If you are affected we are working on a way to resolve this and will be in touch shortly.
  • If you’re trying to pay a bill you can use your debit card to pay the provider directly.
  • And you can get your balance or print a mini statement at our ATM’s.

There has been a delay in issuing paper statements but we are starting to send them out now. You will notice some minor differences in the layout but all your transactions will be shown as usual. We are aware that some ATM withdrawals will be shown on the statement as ‘WITHDRAWAL BY AUTOTE’ – we are working to fix this.

Because of the delay to paper statements you may receive two separate statements; one which may be a few weeks out of date, and an up to date one shortly afterwards.

If you have a joint account, all parties will recieve a statement for the next couple of months.

We are also aware of an issue that means statements are going to the Power of Attorney of an account, rather than the named account holder. We are working to fix this issue and we will make sure all customers get the statement they are expecting.

If you haven’t received your statement yet you can check your balance at an ATM or print off a mini statement.

Some customers were having issues authorising payments with their password even though it was correct. We’re sorry about this but this should be working now. If it still doesn’t work for you and you have an urgent payment you can still do this in branch or using Telephone Banking.

Please be aware, though, that our call centres and branches are busier than usual and it may take us longer than normal to help you.

There have been some issues with Direct Debits being paid for TSB credit cards. We’re really sorry about this. We are investigating the problem and if your payment to your TSB card hasn’t been triggered we will be in touch to let you know, and confirm how we'll catch up your payments. You will not be charged any extra interest or fees as a result of a delayed Direct Debit, and there will be no impact on your credit record. You don’t need to contact us about this – we will be making corrections to any extra interest that you may see on your credit card account.

A small number of customers with multiple accounts cannot see one of them online. Your accounts can be checked and used in branch or over the telephone. We are working to fix this and ensure all accounts are displayed correctly.

Your balance is correctly displayed on ATMs. However, if you have an overdraft that exceeds the agreed limit, some ATMs are showing this excess amount as available to withdraw. The transaction is then correctly declined if you request the cash. We’re sorry for this confusion and are working to fix this.

Savings

If you’ve not had a Monthly Saver Account before, you can open one today. There was an issue that’s stopped customers, who’ve had a Monthly Saver account in the past, opening a new one. We have now fixed this so if you were affected you can now try again.

We are currently experiencing delays in transferring out Cash ISAs to other providers. Please be assured that we will continue to pay you interest for any day that your funds are held with TSB prior to transferring to another provider. We’re working to fix this and will let you know once this is sorted.

We've fixed an issue that prevented a small number of standing orders reaching the payee. If this has affected you, we're paying the money back into your account and we'll be in touch to explain what's happened.

Save the Pennies

We know this is happening and, when this is fixed, we’ll make sure that no TSB customer is left out of pocket. In the meantime, if you're registered for Save the Pennies and you're overdrawn, you may wish to leave the Save the Pennies service. You can do this yourself if you're registered for Internet Banking. Alternatively you can pop into branch or give us a call on 03459 758 758.

We are also aware that Save the Pennies was not working for some customers for a short period, but this has now been fixed. You may have seen a one-off catch-up transfer for missed Saved the Pennies transfers going into your savings account. This will appear as 'Future Date Transfer to Save the Pennies' on your statement.

Text alerts

Our limit alert texts - ‘over balance’ and ‘future dated payment’ - aren’t working at the moment. We are working to fix this.

A few customers have been sent a limit alert - ‘over balance’ and ‘future dated payment’ when they would still have been within their agreed limit. We are working to fix this.

Available Balance

What do I need to know? What can I do?
Some customers have an available balance showing that is less than it should be. This is because a small number of debit card payments have not been processed correctly Please check your available balance. If it shows a negative amount then you’ll need to pay in before more payments can be made from your account. If you think your available balance is less than it should be and you have either had payments refused, or have been unable to pay a bill because of this, please contact us in branch or by telephone, or register a complaint online. We'll ensure no TSB customer is left out of pocket as a result of this problem and will waive or refund any fees applied as a direct result of an available balance being incorrectly calculated.

Credit Card Cashback

  • We had a technical issue that delayed the payment reaching you. We’re sorry and you will now have received a cashback credit.
  • We're aware that some customers haven’t received the right amount. We’re very sorry and we’ll make sure we pay you the right amount shortly.
  • You don't need to do anything. We'll process this in the usual way - and the cashback will be paid directly to your credit card.
  • Next month the cashback payment will be back to normal and you'll receive it by the 15 June.

Cheque Books

What do I need to know? What can I do?
Some cheque books and paying in books have been printed with an incorrect sort code. If these have been used, these will not be processed. If you ordered your cheque book after 22 April 2018, please check that the sort code and account number match the details on your debit card. If there is any difference please destroy the book. We are arranging for replacement books with the correct details to be sent out this week.

Overdrafts

You shouldn't have got this email, please ignore it. Your overdraft is agreed and you don’t need to do anything. If you go to Internet Banking you can check your overdraft limit there.

There has been a delay in issuing some of our letters so you may receive a letter that is out of date. If your account is now within the agreed limit you don't need to take any action.

There has been a delay in issuing some of our letters. If the letter you received advises you have 30 days from the date of the letter to pay back what you owe, please rest assured that we will honour this 30 day window to ensure you have sufficient time to make payments to your account.

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