TSB’s online and mobile banking goes down on April Fools
TSB’s online and mobile banking went down for some customers on Wednesday, and it wasn’t an April Fools.
First reported by The Mirror, the bank did not officially acknowledge the outage, but did reply to specific customers who had complained they could not access the bank’s mobile or web app.
“We’ve experienced intermittent issues with our mobile and internet services today,” the bank said to a handful of customers on Twitter.
When users tried to log in to the app, they were greeted with an “unexpected error” notification. The bank has not explained the cause of this error.
At around 16:00 on Wednesday, it confirmed that services were working again, adding: “A small number of customers may experience an error message and should try logging on again”.
Many customers expressed their distress on Twitter, unable to leave the house to go to a branch amid the current UK lockdown measures.
One customer wrote: “In the current crisis in the world, trust the nation’s worst unreliable bank to add to it. The Pinocchio bank strikes again […] how are people supposed to cope with no banking in isolation?”
Read more: Top 7 banking outages in second half of 2019
According to Down Detector, an independent site which tracks social media posts related to downtime, hundreds of customers complained about the outage.
Some customers were left worried about pending payments. “I have mortgage payments to make today, I need to know if they went through in this climate,” one said.
Another customer pointed out the lack of an available phone line due to a flurry of calls.
“Your app and internet banking website are down, again… not the best time given recent history and the fact that your phone lines are completely overwhelmed.”
TSB has not had a good history with banking outages. In 2018, it had a huge IT outage leaving customers unable to access their accounts due to a botched core banking replacement.
The major outage, which cost more than £350 million, led to a string of senior departures.
Since then, the bank has experienced various web and mobile banking outages, including one in November.
Read next: TSB suffers fresh payments glitch